Setup time estimate for call tree/queue

[art.lacie]

Hey all,

About to send off my hardware/license order and as I won't be the one to setup the software side of things, I'm just wondering what I should expect as a time estimate to setup a call tree/auto attendant?

We are basically designing one phone number that drills into 2 call trees.

Option 1 is call tree1 | Option 2 is call tree2

There will be 10 items in Tree1 | 5 items in Tree2

Tree1 => Option 5, will go to a six-member ccx team.

Totaling all this, there will be 21 possible prompts in the entire system

Thanks.

[Chris Deren]

Since you mention CCX queues, is the call tree going to be in UCXN and only transfer the CCX options to CCX server?

You did not specify what each option would be, i.e. extension vs. another call handler with prompt, etc.  Assuming this does not get to complicated a design would take couple of hours to put it in visio, etc. and another couple of hours to configure it/test.  Obviously this assumes knowledgable resource.

[art.lacie]

It shouldn't be too complicated. We may want to use courtesy callback in the call center. We will basically have one overarching number that will bring you to two options.

Building 1:

0 - For general questions

1 - Staff directory (type by name, or if you know the extension...)

2 - Reservations (leads to 3 options in CCX):

• i. Make reservations/on hold, if agents are busy (VM after hours)
• ii. Event rentals
• iii. Hours of operation

3 - Recording that delivers events calendar

4 - Parking information

5 - Event rentals (same as in CCX)

6 - Lost/Found

7 - Media Inquiries

8 - Restaurant

9 - General Questions

and Building 2:

0 - Staff Directory

1 - General Inquiries

2 - Reservations

3 - Spare admin office

4 - Front Desk

[Chris Deren]

I would build the whole tree in CCX and use redirect steps for all transfers to extensions including the directory call handler in UCXN. This way call does not go back and forth between CUCM, UCXN, CCX.  As to time estimate depending on skill level and other parameters not included here, such as what each option really points to, what is the queue logic, etc. couple days of work should suffice.

[art.lacie]

Thanks Chris,

What is the value in building the whole tree in CCX? Easier for the builder? Or does it have added value for the caller/staff?

[art.lacie]

Replying here, hoping to get a quick answer on this:

What is the value in building the whole tree in CCX? Easier for the builder? Or does it have added value for the caller/staff?