VoIP - Call Trees

There are two different types of Call Trees. This document will explain the difference between them and provide support on how to choose one versus the other.

Standard Call Tree

  • Allows departments the ability to answer an incoming call prior to it going to voicemail
  • Voicemails can be left in this mailbox just like any other voicemail account
  • As an automated attendant—A Call Tree can be used in place of a human operator to answer and direct calls by playing greetings and responding to touch tones. The standard greeting can provide a menu of options (for example, "For Sales, press 1; for Service, press 2; for our business hours, press 3.").

Example for Using a Standard Call Tree

  • A department has an admin that typically answers the phones during normal business hours, but want to provide additional assistance when those calls can't be answered.

Notes

  • Anyone with access to this voicemail box can edit the greetings
  • A Change Request Form must be submitted to the VoIP Team to make changes to the menu options
    • Select Voicemail Changes

Call Handler

  • Used if departments have no intentions of answering this phone calls and want callers to go straight to a Call Tree where they can be transferred (for example, "For Sales, press 1; for Service, press 2; for our business hours, press 3. To leave a voicemail, press 4.")
  • Doesn't have a voicemail box of its own, but has the capability to send callers to a voicemail box

Example for Using a Call Handler

  • A department doesn't have a dedicated staff member to answer calls.  A call handler can be used to provide information that customers request frequently (for example, "Our normal business hours are Monday through Friday, 8 A.M. to 5 P.M."). 

Notes

  • A Greetings Administrator/s can record and manage greetings for their Call Handler on the Cisco Unity Connection voicemail system. A greetings administrator must go through the first-time setup on their personal voicemail before they will be able to login as a greetings administrator on the Call Handler.
  • A Change Request Form must be submitted to the VoIP Team to make changes to the menu options and/or add/remove Greeting Administrators
    • Select Voicemail Changes



KeywordsVoIP, call tree, call trees, phone menu, caller options, voicemail, voice mail, transfer   Doc ID132831
OwnerShawn T.GroupVoice Services
Created2023-11-16 09:20:26Updated2023-11-16 09:59:56
SitesDoIT Help Desk, Voice Services
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