6.2 Creating a Call Processing Application

Overview

• Allows callers to be automatically transferred to an extension, voice recording, or voice mailbox without the intervention of an operator or receptionist
• Usually consists of a main greeting followed by a simple menu system with the option to reach a representative
• Should benefit both the callers and the department/organization
  • Callers can reach desired destination without being transferred multiple times
  • Organizations can reduce repetition and filter out unwanted calls
• Frustrations associated with call processing apps
  • Keep main greeting as brief as possible
  • Don’t overwhelm callers with too many options (don’t make menu too wide or deep)
  • Avoid dead ends

Designing an Application and Writing a Script

• To avoid long recordings, reference your website when possible
• Two-part greetings (intro and instruction) allow system to repeat just the options without playing the entire ‘welcome’ greeting
• Avoid transferring to the campus operator (confusion)
• When listing menu options:
  • Weed out calls for other departments first
  • Order by most to least requested
  • Finish with live representative if applicable
• Designate certain digits which can be pressed at any time throughout menu (for example, press 7 to repeat a recording, 8 to speak with an representative, 9 to go to the main menu)
• Will a new or existing extension be pointing to this menu?  If application is taking the place of an existing departmental line, the existing line must be changed to a new unpublished number which will be an option in the new menu

Request Process/Steps

• Design menu and create script
• Submit work order
• Build application (Telecom)
• Create recordings using a sponsor mailbox
• Test application on Telecom test line
• Cut over after hours and test

Sample Call Processing Application

This is a sample Call Processing Menu for University Center for Undergraduate Advising (UCUA) when you call (562) 985-4837.