Sharing a Mailbox - sort of...

[Paul MacFarlane]

Here's the situation.....

We have a rotating staff of receptionists / phone operators (this is in a
law office).

They login at 3 desks and share a single login and exchange account. That is
the way they have done it for years.....

So, the problem is when a e-mail is sent to reception, such as "Please have
Mr Smith talk to Mrs. Jones when she arrives."
We've had problems where messages are acknowledged and then deleted and we
have a shift change before Mrs. Jones arrives.
The new shift never sees the message - and yes - this has been done
vindictively to make a receptionist look bad!

So, my initial idea was to create a reception group and give each
receptionist / operator their own mailbox. That way everyone gets the
message....
But, then problem there is that no one knows when a particular task has been
taken care of, etc.

Does anyone have a suggestion on how to best handle this situation?

Thanks,
Paul

 

[William Lefkovics [MVP]]

Without a doubt I would assign individual mailboxes and user accounts for
the individuals. A receptionist distribution group will work for messages
that they all should see.

My reasoning is more for accountability and auditing. One person - One
account. Each is responsible for their own.