This use case involves an organization with different labels where the same backoffice is used. To fill in the customer contact needs, mainly helpdesk, sales and adminitrators are working on the office.
Problem description
The company works with an old PSTN pbx and individual mobile numbers. This makes it difficult to organize call flows and to have a better understanding about the communication needs for each webshop.
Desired situation
- Employees should be able to adjust their reachability by themselves, matching their current situation.
- Callers should be informed about presence status of employees
- Callers should be able to connect to colleages, if they cannot reach the person they are calling.
- Callers should feel welcome because the backoffice directly knows for which webshop the caller calls.
Solution
Numbers and devices
- Each webshop label uses a sepearate telephone number and besides that direct numbers are being used for all employees, except helpdesk, sales and administrators.
- Helpdesk, sales and administrators use a desk phone, because most of their work is done at a desk.
- Sales people are also reachable via a call forward to their cellphone or the use of a softphone.
- Other employees, just as the sales people can choose their own device.
Dialplan
- To show employees from what shop a call is originating, prefixes are being used. On voip devices, the prefix is shown in the display.
- When a callforward is used, the called number is forwarded instead of the number of the caller. In this way the employee knows from which webshop the call is coming from.
- To create a professional feeling towards callers and inform about presence, prossionally recorded sound prompts are being used.
- To deliver a call to a group of employees a queue is being used.
- To inform callers who are calling outside working hours or in holidays, nested dialplans are being used.
- IVR Menu’s are used for callers to choose the right department and for alternative destinations when certain employees are not available.
User settings
- Employees can set their call forward’s in such a way, that if they are not able to quickly answer the call on their desk phone, the call is automatically forwarded to their cell phone. This is usefull in situations were engineers are driving or they have a bad internet connection.
- Employees can use DND (Do Not Disturb) on their desk phone, so they are not disturbed.
Dial plan for general number
| Opening and option 1 | option 2 and 3 | end dialplan |
|---|---|---|
 |
 |
 |
- Prefix. The dialplan starts with prefix indicating the name of the webshop.
- Nested dial plan. The dialplan proceeds with a forward to a nested dialplan ‘Opening hours’. This nested dialplan also inludes an IVR option for urgent calls, which bypasses closed hours. After this nested dialplan, the call goes through a second nested dialplan, which checks wether it’s a holiday or not. Should it be a holiday, a special prompt will play, ending the call with yet another option for urgent calls followed by a voice mailbox. Please look at the legend for an explanation about forwards and nested dialplans.
- IVR Menu. Next, the caller will hear an IVR menu. Option 1 is the reception, option 2, support and ongoing projects, option 3 is the administration.
- Other elements (under the IVR options). Read the legend for the description.
Dial plan for direct numbers
| Opening and option 1 | >option 2 and end dialplan | Direct internal number |
|---|---|---|
 |
 |
 |
- Forwards. The dialplan starts with the nested dialplan ‘Opening hours’. This nested dialplan also inludes an IVR option for urgent calls, which bypasses closed hours. After this nested dialplan, the call goes through a second nested dialplan, which checks wether it’s a holiday or not. Should it be a holiday, a special prompt will play, ending the call with yet another option for urgent calls followed by a voice mailbox. Please look at the legend for an explanation about forwards and nested dialplans.
- Prefix and prompt. When the user doesn’t answer the call (with # to accept enabled), the call gets a prefix with the name of the user and the caller gets notified with a prompt.
- IVR Menu. Next, the caller will hear an IVR menu. Option 1 is the voicemailbox, option 2, coleagues via the projectmanagement queue.
- Other elements (under the IVR options). Read the legend for the description.