Large Call Tree

[Neal haas]

Is there a way to create 1 large call tree, I have 26 Departments and would like to have 1 uniform call tree. Any suggestions? Or is this best thing to divide the departments up with the old divide it up by the alphabet?

Thank you                  

[bill.king]

I think you'd need to provide more information before anyone can offer any advice. Is this in ICM? Call Studio? Both? Is this only for the queueing logic (i.e. queueing to skill groups) or if this is your menu as well? There are a number of ways you could possibly arrange it, depending on how you're looking to handle this.

[Neal haas]

I have UCCX and just want to create a simple menu for all of the 26 departments. I dont need any queueing or skill groups. selecting an option just transfers to that departments main number. I have a simple menu in place now, but I only have 9 departments listed - I want to have all of the departments listed to make life easier.

Any suggestions will be great.

Thank you

[Jameson Gagnepain · Accepted solution]

I wouldn't recommend putting 26 entries into a single menu... do you have a logical way of grouping departments together besides alphabetically? If there's no obvious way to group based on what the departments are, perhaps group based on the role or needs of the caller. For example, if you were a retail establishment, you may have some callers who are suppliers, some who are customers, some who are employees, etc.

26 entries in one menu provides a very poor caller experience - the menu prompt alone would likely be 1-2 minutes long - callers may get frustrated and just hit "0" before they listen to the whole thing. Better to divide into sub-menus of 4-9 entries each if possible.

-Jameson

[Neal haas]

That is my dilemma, grouping. I dont have a way of really grouping my departments (I guess I could do a grouping for Intitlements Press 1, everthing else press 2). I think that I will start with Alphabetical order.

Thanks for the help