If caller is an existing caller then fake cold transfer to their therapist. We do not have emails for therapists. Extensions are in the directory in connectors. If someone else is handling x's call according to directory then please let caller know you will be transferring to x because that person is handling so and so's call. Always let caller know if they receive a voicemail then to please leave a message
If caller says any of the following then we can transfer to admin:
-If caller does not know their therapist's name
-therapist is not listed
-have been trying to connect with therapist (via phone) but no luck
-caller is complaining about their therapist
-wants to change their therapist
***dont forget to put ext # in comments