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If you are using a desk phone and want to learn how to transfer a call, set up speed dial, or change the ringtone on your desk phone, navigate to Google’s Use a Desk Phone with Voice support web page.
Four Ways You Can Use Google Voice
In addition to standard lines, Google Voice offers several ways to share phone lines between multiple people, including Ring Groups, Auto Attendants, and Shared Lines.
Standard Lines
The most common use case of Google Voice, standard lines are assigned to a specific full-time employee.
Shared Lines
A phone number for a role, place, or thing – often used for conference rooms, labs, student worker stations, or front desks.
How to Use a Shared Line
As part of the shared phone line creation process (initiated through the Shared Phone Line form), a separate account will be created to access the shared line. Users can access the account at voice.pdx.edu by either logging in directly or by selecting the “Google Account” button in the upper right corner and switching to the shared line’s account. Shared lines have access to the same set of features as other Google Voice standard lines. Note that departments are responsible for ensuring that passwords are routinely updated on shared line accounts to maintain account security.
Shared Line Use Cases
Managing a phone line shared by several student employees.
Example: Departments that have several part-time student employees monitoring a phone number could set up a shared line that these employees log into when they are on their shift. This could also be used in conjunction with ring groups or auto attendants to allow student staff to support full-time staff.
Conference rooms, labs, hallway phones
Example: Shared lines can have a desk phone assigned to it to be used in shared locations, such as conference rooms, labs, and hallways. These are typically not used by a particular person but are instead generally available and do not need someone to be logged in.
Ring Groups
Ring Groups are most commonly used in customer service situations where a team or department wants a group of people with standard or shared lines to be able to answer a single phone number. Everyone that can answer the Ring Group must be signed up for the Google Voice phone service. Ring groups do not have access to the SMS texting feature.
How to use a Ring Group
Ring Groups can be configured to ring in three call patterns:
Round robin: Rings the team in a random order until the call is answered or the caller hangs up.
Simultaneous: Rings all team members at the same time until the call is answered or disconnected.
Fixed order: Rings team members in a specific order until the call is answered or the caller hangs up.
Ring Groups can also be configured to play an announcement if the call isn’t answered, send a call to voicemail, forward calls to another phone number, and allow team members to place outbound calls using the Ring Group phone number. To request a ring group for your department, Technology Coordinators can submit the Ring Group form and can assign someone to manage the ring group once it’s created.
Ring Group Use Cases
Managing a departmental phone number staffed by several employees
Example: A ring group could be configured with a round robin or simultaneous call pattern (optionally in conjunction with an auto attendant, described below) to manage a departmental phone number or simple call center.
An employee managing an executive phone number
Example: A ring group with a fixed order call pattern could be configured for an executive phone line to have a phone call ring to an executive assistant or office manager first.
Auto Attendants
Auto attendants can be used to present a caller with information or calling options before they are connected to an employee or customer service agent. A common use case for auto attendants are for simple call center or phone tree type capabilities.
How to use Auto Attendants
Auto attendants have a number of features that can be configured to support use cases such as simple call centers or phone trees:
Welcome messages: The auto attendant can be configured to automatically read a welcome message to callers using text-to-speech when they initially call the number.
Menus: Callers can be directed to a menu with multiple options to select from. A text-to-speech message can be set to provide instructions to callers. When a caller selects an option, an auto attendant can be setup to continue to a submenu, repeat the menu options, play a message, send to voicemail, or transfer the caller.
Business Hours: Business hour open and close times can be configured for each day of the week (e.g., Monday, 8:00am-5:00pm). If a customer calls outside of business hours, the auto attendant can be configured to play a message, disconnect the caller, send to voicemail, or transfer the caller.
To request an auto attendant for your department, Technology Coordinators can submit a request to help-tdc@pdx.edu for further consultation.
Auto Attendant Use Cases
Managing a simple call center
Example: Departments utilizing a fairly simple or straightforward call center phone tree that doesn’t require reporting or a large number of call center agents may find an auto attendant and ring group easier to manage and deploy. An auto attendant could be configured to play a welcome message, give the caller some options for information or to transfer calls to specific teams or individuals, and then transfer the calls to ring groups managed by one or more employees. If someone calls outside of business hours, they could be directed to additional resources or self-service support.
Playing a message before a call connects
Example: Departments that simply want a message with important information to play before connecting them with an employee or team could configure an auto attendant to play a message then transfer to a specific phone number or ring group to ensure that important notices are not missed.
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