Phone Duty
Written by Will Maberry
Updated at March 1st, 2025
Agents are assigned weekly phone duty in alphabetical order by first name.
The second prompt in the office call menu, which connects callers to the agent on duty, will be directed to the assigned agent’s cell phone from 8:00 AM Monday to 8:00 AM the following Monday, unless a different schedule is arranged in advance.
If an agent cannot cover their assigned shift, they can:
- Transfer duty to their team agent (if applicable).
- Pass the duty to the next agent in the rotation.
Agent admins are not allowed to cover phone duty.