NEC 760417 manual How Call Routing Works, Evaluating Your Needs

Issue 1 NEC America, Inc.

Directing routine calls to departments (For Sales, press 1.

For Support, press 2.)

Presenting audio messages to answer frequently asked questions. (For business hours and directions to our

￿company, press 1).

Providing an alternative extension directory when callers are not likely to have letters on their telephone keypads.

For example, callers can press 1 for directory assistance and then choose from a submenu to narrow their search. (For last names that start with A through G, press 1. For H through P, press 2. For Q through Z, press 3). You create the directory by recording a list of names and extensions as an audio message. When callers hear the extension they want, they can dial the number immediately.

1.2How Call Routing Works

The system listens for call-routing keys during the opening greeting and during any audio message reached by a call- routing key. At these times, callers may press any call-routing key set to route to a subscriber’s extension or to a call-routing box that you designate. Call-routing boxes can perform one of several actions, including playing an audio message, offering a submenu of additional call-routing options, or taking a message.

SECTION 2 EVALUATING YOUR NEEDS

Before you set up call routing, diagram how you want call routing to work for your voice messaging system. For example, calls to the Omni Company have been increasing, and the system manager wants the voice messaging system to route the calls. Most callers want to place an order, ask for directions, or ask about available products and services.

The diagram on the following page shows how call routing accommodates all of these needs. The opening greeting tells callers what action each call-routing key provides. Greetings for each call- routing box detail the additional call-routing options available to the caller.

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