Body
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 If application is taking the place of an existing departmental line, the existing line must be changed to a new unpublished number which will be an option in the new menu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.
