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Enhanced Call Processing (Phone Trees)

Departments can use "phone trees" to route incoming calls to specific extensions and mailboxes.

Overview

Enhanced Call Processing, also known as a “phone tree,” enables departments to advertise a single telephone number and route all incoming calls to sub-menus, specific extensions, informational mailboxes or call centers.

Information Technology Services will meet with the department to design and implement the phone application. This consultation includes developing the flowchart and the text for the voice prompts as well as creating additional options, if necessary.

Requirements

  • This service is available to Temple University departments and Temple Faculty Practice Plan (TFPP) sites located in properties owned or leased by Temple University.
  • A person from your department must be available to work with Information Technology Services in designing the phone application.
  • A person from your department must verify the design is appropriate and complete before the service is implemented.

Requesting Instructions

Complete the Enhanced Call Processing (Phone Trees) form.

For assistance, please contact Deborah Streahle at deborah@temple.edu or fax information to 215-204-0188.

Processing Time
The design and implementation time will depend on the complexity and priority of a request. Information Technology Services will work with the department to establish a reasonable time frame for delivery.

Development Standards

When you route incoming calls to specific extensions and mailboxes, it is important to provide information and instructions that are clear and easy to follow. This ensures that the calls will get to the proper destination and the caller will receive prompt attention from the appropriate person.

As you create the flow chart and text for the prompts, you should follow the specific development standards detailed below:

  • Be concise. Do not attempt to convey a large amount of information in the menu script. In general, a caller can listen to no more than thirty seconds of information. Long menus are confusing and frustrating.
  • Prioritize menu options according to the popularity of the choice, from most frequently called to least used. Number menu options in sequential order, from lowest to highest.
  • Use the terms "press" and "enter." Callers cannot dial a menu option. State the option number at the end of the instruction: "...to listen to current job openings, press 2."
  • Whenever possible, use the same keys consistently throughout an application. For example, the "9" key is typically used to repeat a menu. Also, use the same keys for confirming or correcting input, e.g., "...if correct, press 1. To change your answer, press 2."
  • Use the phrase "please press (x)" for the first menu choice only. "Please press" is too wordy to use throughout the menu; simply use "press (x)."
  • Offer an option to repeat the menu if there are more than three options or if the script is long.
  • Avoid the use of acronyms or jargon since no one will be available to explain the meaning.

Rates

See the Rates page for the cost of developing and implementing this service. The rate includes the time spent for consultations and implementation as well as for any changes made after implementation. If the design requires additional phones or programming, added costs may apply. A monthly service fee will apply and depend on the design.