Who is this Guide For?
- All Users (Executive Assistants and Executives)
- Crexendo Support / Admins (for setup)
Goal
- When the Executive is called, both the Executive and Assistant ring.
- When the Assistant is called, only the Assistant rings.
- Assistant can hand off the Executive’s caller with one tap.
- Assistant can one-tap join to listen in without hold music leaking into the call.
Prerequisites
- Phones support BLF keys / line keys (or softkeys) for the Assistant and Executive.
- A dedicated conference bridge is available in the system.
- Assistant and Executive devices are provisioned and online.
Overview
This use case supports an “Executive Assistant” call flow where executives and their assistants each have a direct number, but the assistant handles most calls and can quickly hand off or listen in when needed.
Scope
- There are 3 Executive / Assistant pairs.
- Each pair has two phone numbers (Executive number + Assistant number).
- Calling Executive number: rings both Executive and Assistant.
- Calling Assistant number: rings Assistant only.
- Assistant is expected to answer first, then one-tap handoff to Executive when needed.
- Assistant can one-tap join the call to listen in and still place/receive other calls without affecting the caller audio.
How It Works (High Level)
- The Executive has a secondary extension (example: 100s).
- The Assistant phone has that Executive’s secondary extension added as an SLA/Shared Line, so the Assistant rings when the Executive is called.
- A dedicated conference bridge (example: x8801) is used as a “handoff + listen-in bridge.”
- Both the Executive and Assistant phones have a BLF key for the bridge labeled Bridge:
- Green = bridge empty
- Red = someone is on the bridge
Important behavior
- The conference is configured to start with 1 user so the caller does not hear hold music while waiting.
- If a VIP phone in the bridge puts the call on hold, hold music is not relayed back into the conference.
- No entry/exit tones are played when users join/leave the bridge.
Instructions (For Executive Assistants)
Answer an Incoming Executive Call
- Answer the ringing call (this may ring on your phone because you share the Executive’s SLA/Shared Line).
- Confirm whether the Executive wants the call.
- Recommended: place the caller on Hold while you check.
- If the Executive wants the call, press your Bridge button (BLF for x8801).
- You should see Transfer Complete on your screen.
- The Bridge button should turn solid red, indicating someone is now on the bridge.
Executive Picks Up the Call
- The Executive taps their Bridge button (BLF for x8801).
- The Executive is connected to the caller from the bridge.
Assistant Joins to Listen In (One Tap)
- When the Bridge key is red, press the red Bridge button to join.
- No entry/exit tones will play.
- While listening in, you can:
- Put the call on hold on your device without leaking hold music into the conference
- Answer incoming calls
- Make outgoing calls
Tip
Use the BLF status to quickly understand the call state: Green = nobody is on the bridge, Red = bridge in use.
Internal Setup (Crexendo Admin / Support Only)
Troubleshooting
The Bridge button is green but there is an active call
- Confirm the call was transferred to the correct bridge extension (example: x8801).
- Verify the BLF is pointed to the correct extension and was applied to the phone.
- Reboot/re-provision the phone if the BLF state does not update.
Caller hears hold music after transferring to the bridge
- Verify the conference is configured to start with 1 user.
- Confirm the user transferring the call is using the intended “VIP phone/role” behavior where hold music is not relayed to the conference.
Assistant joins the bridge and the call drops or audio changes
- Confirm entry/exit tones are disabled on the bridge.
- Confirm the Assistant is joining via the BLF bridge key (not transferring the call away).
- Check device line key programming to ensure “Bridge” is configured as BLF + speed dial/join behavior.
FAQ
Why not just use Call Park?
- This workflow provides one-tap handoff and one-tap listen-in while allowing the Assistant to keep working other calls without hold music leaking into the caller experience.
Can the Assistant manage participants on the bridge?
- Yes. The Assistant can log in to the VIP portal using the conference bridge user credentials to mute or remove participants.
Need More Help?
If you need additional assistance, please contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com — our team is happy to help!