VoIP System Design – Call Flow

April 6th, 2009

Installing a VoIP solution has a wide range of technical issues that need to be addressed, organized and accounted for. From co-coordinating the “porting” of phone numbers from the old telephone carrier to the new carrier; to determining who has responsibility for providing DHCP and Time services to the new phone devices the technical detail is an endless check list. Generally, we always manage to get all of the technical details correctly identified and successfully implemented. The speeds and feeds all seem to work out and the phones come alive with dial tone and PSTN connectivity. The area that we as a professional service organization are always trying to improve, however, is the very important subject of call flow. Exactly what will an incoming caller to your place of business experience? Will there be a live answering point or will an automated attendant be used? How will calls be handled if the intended call processing solution, either the person or the automated solution is unavailable? Are calls received after normal business hours handled differently? If so how? What about holidays? Unfortunately, though the technical details of a new install are generally always successfully negotiated in time for the “go live”, the entire subject of “call flow” is often neglected until post cut over! Personally, I have found this area of a new installation to be the most demanding and least understood aspect of system design. If there is any area of a new system implementation that needs attention this would be it. The scripting of automated attendant and workgroup, contact center queues needs to be carefully crafted. Time needs to be allocated to the recording of these scripts and both on –hours and off-hour call flow testing needs to be accomplished. After all, the creation of a positive, effective and efficient call flow experience for your client base is what the telephone system is suppose to accomplish in the first place!

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