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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 route incoming calls to specific extensions and mailboxes. Using the service, departments can advertise a single telephone number and route calls to a particular extension, voicemail, or submenu. 

Requesting Instructions

University Employees

Go to the Request a Service tab on the Computer Services home page, log in and select Request Service Telecommunications >Enhanced Call Processing (Phone Trees) from the drop down box. Then, complete the form and click Submit Request.

For assistance, call 4-HELP or 215-204-7549 during normal business hours: Monday through Friday, from 8:00 a.m. to 5:00 p.m. Alternatively, you can use the Request Help tab on the Computer Services home page.

Health System Employees

Complete and submit the Service Order Request Form through any of the following:

  • Email: telecom@temple.edu
  • Fax: 215-204-7811 (1-7811)
  • Inter-Office Mail:
    Telecommunications
    The TECH Center
    3rd floor (286-05)

For assistance, call 4-HELP or 215-204-7549 during normal business hours: Monday through Friday, from 8:00 a.m. to 5:00 p.m.

Processing Time

Computer Services will acknowledge a service request within five business days. The design and implementation time will depend on the complexity and priority of a request. Computer Services will work with the department to establish a reasonable time frame for delivery.

Process Overview

Computer 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.

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.

  • Include a main menu option for the caller to transfer to a "live" person by pressing "0." Be sure that the "live" person or group is available and the caller is not forwarded to voicemail. If "live" assistance is not available after hours, offer a different menu without this option. You can also tell the user that no assistance is available and offer to take a message which will be answered ASAP the next business day.
  • Prioritize menu options according to the popularity of the choice, from most popular to least popular.
  • Offer an option to repeat the menu if there are more than three options or if the script is long.
  • Number menu options in sequential order, from lowest to highest.
  • Avoid the use of acronyms or jargon since no one will be available to explain the meaning.
  • 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.
  • 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)."

Requirements

  • Service is available to Temple University departments and Temple University Health System (TUHS) sites located in properties owned or leased by Temple University.
  • A person from your department must be available to work with Computer Services in designing the phone application.
  • Must verify the design is appropriate and complete before the service is implemented.

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.