In this Landis Attendant Console for Microsoft Teams feature spotlight, we’re going to take a closer look at Hold Alerts.
What are Hold Alerts?
Let’s think about the receptionist role for a moment. The reception desk is often a busy place, with calls coming in constantly. It’s easy to get distracted when juggling multiple calls and other tasks. That’s where this feature comes in—it helps receptionists stay on top of calls they’ve placed on hold by controlling how and when alerts are triggered.
How Hold Alerts Work
Here’s how it works: when a call is put on hold, it drops down to the bottom of the console. You’ll see the caller ID and a hold timer start running. After a set amount of time—configured by the receptionist or the organization—the system will alert you that the call is still on hold and needs attention.
If you have multiple calls on hold, each one will have its own timer. When the alert bar reaches the end of the timer and hits the critical stage, you’ll get a persistent flashing alert on the screen. If you’ve enabled it, you’ll also hear an audible alert to make sure you’re aware the call is waiting.
Setting Up Hold Alerts
- Go to Settings and select Transfer.
- Scroll down to the Hold Alerts section.
- Toggle to enable Hold Alerts.
- Set the Warning Time—this is when the alert first starts.
- Set the Critical Time—this is when the alert becomes persistent, with flashing visuals and the optional audible alert.
It’s that simple. Each receptionist can adjust these settings based on their preferences, or the organization can configure them for everyone.
Bonus: Failed Transfer Alerts
Another helpful feature is Failed Transfer Alerts. This works hand-in-hand with the Safe Transfer feature. When you transfer a call, if the person you’re transferring to doesn’t answer, declines the call, or lets it go to voicemail, the call won’t just disappear. Instead, it will stay on hold, and you’ll get a Failed Transfer Alert. This lets you know the call didn’t go through, so you can decide whether to send it to voicemail, take a message, or transfer it to someone else.
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