Personal Call Flow Example

Penny Graham is a sales manager at ACME Widgets. She travels frequently and is rarely at her desk.  When she happens to be in the office she is normally on the phone.  Her phone (extension 1234) is forwarded to her voice mailbox if she does not answer or is on another call.  Penny's specific call handling requirements are as follows:

Penny's Requirements

  1. If I am temporarily out of the office or I am traveling, tell callers to press a key to transfer to John, my secretary.  If he doesnít answer his phone, he may be out too, so put the caller into my voice mailbox.  If he is at his desk but his phone is busy, put the caller into his voice mailbox.  He will get the message faster than I will.

  2. Sometimes, I need to be reached at home, but I donít want to give out my home number.  If someone calls my extension and I donít answer, let them press a key that will transfer them to my home number.  I only want people to try me at home until 11:00 P.M. Mondays through Thursdays.  Donít let anyone call me on Friday nights.  Saturday and Sunday during the day are OK.

  3. Whenever I am paged because someone has left me a message, first I have to make a call to my voice mailbox to find out who called, then I have to place another call once I have their return phone number.  Just let people page me directly and enter their callback numbers so I donít have to keep calling my mailbox.  Of course, you should never tell a caller my pager number.

  4. Sometimes, even when Iím on the road, people need to talk to me live.  I donít always get around to checking my messages.  Is it possible to set something up so that I can enter the telephone number of the site Iím at and have my calls transferred there?  Then, I can just record something like "To reach me while Iím on the road, press [5]."  (P.S. Iíll need to be able to change the telephone number from wherever I am.)

  5. Sometimes I canít be interrupted by phone calls if there is a crisis.  Iíve tried forwarding my phone to voice mail, but if my children call they wonít be able to get through.  Isnít there a way that I can let some people ring my extension and not others?

Penny's Call Flow Solution

Here is Pennyís Call Flow:

"Hello.  This is Penny Graham.  I'm not available right now, but your call is important to me.

To speak with John, my secretary, press [1];

To leave me a voice message, press [2], or stay on the line.

If you would like to speak with an operator, press [0] at any time.."     

Both internal and external callers will hear this recording.  However, some of Pennyís colleagues know that they can press  8 (not mentioned in the recording) for additional options:

"Hello.  You have reached my personal call list

To try and reach me at home after hours, press [1];

To transfer to my pager, press [2] and enter your callback number;

If Iím traveling, and itís important that you reach me directly, press [5]

Stay on the line or press [0] to leave me a voice message."

In this example, callers dialing Pennyís extension number are forwarded to NuPoint Messenger if she is on the phone or does not answer.  Instead of going directly to her voice mailbox, callers reach Pennyís Call Flow.  This gives callers the opportunity to try to speak with someone else (always a good alternative) rather than forcing everyone to either hang up or leave a message.

Penny has complete control over who can reach her and when.  She can be accessible to her colleagues at the time and days of her own choosing, and still keep her home and pager numbers private.

Penny recorded a greeting ("Hello.  This is Penny Graham.  I'm not available right now..."), and a menu ("To speak with John, press [1] ...") in her own voice.  She (or the NuPoint Messenger Administrator) programmed each key to transfer to a specific extension, outside telephone number, pager number or voice mailbox. A schedule was also set up so that she would not be disturbed at all hours. To address her occasional requirement that she not be interrupted by phone calls unless they are from her kids, an override was put in that permits only calls from selected numbers (home and school for example) to ring her phone.

Show Penny's Call Flow

Explain how the Call Flow works

The following explanation should help you visualize a callerís path through a personal call flow. The call flow handles incoming to calls directed to Penny's voice mailbox. It includes 12 unique actions in the order in which they are executed.

 

Call Flow Sequence

When a new call arrives, check the Over-Ride setting to see whether it is enabled or not.

If Over-Ride is enabled, perform a Supervised Transfer to Secretary (John).

If the Over-Ride is disabled, evaluate Pennyís Schedule settings.

During off-hours, send the call to My Voicemail.

During on-hours, play the caller Penny's greeting message (My Greeting):

"Hello.  This is Penny Graham.  I'm not available right now,
but your call is important to me.Ē

Then play the Main Menu:

"To speak with John, my secretary, press [1];

To leave me a voice message, press [2], or stay on the line.

If you would like to speak with an operator, press [0] at any time.."

Key [1] does a Supervised transfer to John's extension. John's extension is not call-forwarded busy or no-answer, so Pennyís call flow can control the transfer. On a busy or no-answer at 5678, Call Director hook-flashes to get the caller back and moves the caller either into mailbox 5678 (busy) or 1234 (on a no-answer).  

Key [0] transfers to the operator.

Key [2] or remaining on the line moves the caller to Pennyís voice mailbox

Pennyís staff knows to press [8] if they really need to reach her.  Key [8] moves the caller to Penny's Personal Call List Menu:

"Hello.  You have reached my personal call list

To try and reach me at home after hours, press [1];

To transfer to my pager, press [2] and enter your callback number;

If Iím traveling, and itís important that you reach me directly, press [5]

Stay on the line or press [0] to leave me a voice message."

Key [1] transfers to Penny's home phone number. NuPoint Messenger automatically performs a hook swtich flash to get dial tone, dials 9, pauses one second, the dials the number.  The call is supervised for 20 seconds (Penny's home answering machine picks up calls after 25 seconds). If Penny's home phone rings no answer, or is busy, the caller is reconnected and continues in the call flow to hear the menu again (repetition count is set to 5). This way the caller can try another option on the same phone call.

Notice the small arrow at the bottom left of the My Voicemail icon, . This is called an alias and it means that the No Answer result of the supervised transfer goes to the same Voicemail action as the Off-hours result of the schedule action. You will normally see many aliases throughout a call flow when more than one action result leads to the same subsequent action.

Key [2] transfers the caller to Pennyís outside pager number.  NuPoint Messenger performs a switch hook flash, gets a dial tone, dials 9 (for an outside line), pauses one second, then dials 1-800 and the pager number (789-1234).  After the pager number answers, the call box connects the caller directly so that he or she can enter their callback number.

Key [5] transfers the caller to outside telephone numbers, which change as Penny travels.

Key [8] transfers to 8234, a secondary line appearance on Pennyís telephone.  Even when her primary extension number 1234 is forwarded to voice mail, her secondary extension will ring. This is how her kids can reach her if when she doesn't want to be bothered. Key 8 is not mention in the recording. To prevent just anybody from pressing 8, set up Caller ID to allow calls from Penny's home . To stop calls to her prime number from ringing her phone, she has to temporarily call forward always to voice mail.