Academic and administrative offices that have a main office phone number have options for how the number is configured, it can either be set up as an auto attendant or a call queue.
Auto Attendant
Recommended when one person primarily answers department calls and manages voicemail.
Calls are routed directly to the Administrative Assistant.
The Administrative Assistant can use delegate settings to have calls ring additional users.
The department number can be easily forwarded when necessary.
Voicemail messages are delivered directly to the Administrative Assistant.
The Administrative Assistant can view and manage missed calls.
Call Queue
Recommended when multiple people answer department calls or share responsibility for voicemail.
Calls can ring multiple users simultaneously.
Users can opt in or out of receiving queue calls.
The department number cannot be easily forwarded to users outside the queue.
Voicemail is delivered to a shared group mailbox and can be managed by multiple people.
Users cannot view a centralized list of missed calls.
Optional Decision Guidance
Choose an Auto Attendant if a single person is responsible for answering and managing department communications.
Choose a Call Queue if multiple staff members share responsibility for answering calls and handling voicemail.