Use Case Scenarios

Overview

ITS offers additional services with U-M Zoom Phone, including:

Announcements

A service that answers calls with a personalized recorded message allowing callers to hear selected information and then disconnect.

Announcements and IVR Menu Service

A service that routes calls to an interactive voice response (IVR) system (menu) allowing callers to to hear a recorded message and present them with choices to select from by pressing keys (0-9) on their phone dial pad, for example, transfer to another extension, another menu or Call Queue.

Announcements and Call Queuing

A service that answers calls with a personalized recorded message and allows callers to be connected to users subscribed to this service. Queue admin has the ability to change audio recordings and call queue parameters such as the wait time and the number of calls in the queue, call distribution, etc.

Call Queue

A service that routes incoming calls to a group of users. Additional services with Call Queue are also available such as, Ringtone, Call Monitoring, and Call queue Analytics (Power Pack).

For more information and initial consulting regarding additional Zoom phone services, please reach out to the ITS Telecommunications Analysts:

Use Cases

This table covers different use cases of call routing and provides instructions about using Zoom Phone products in these scenarios.

Service Zoom Product How it works Use Cases
Announcements Auto Receptionist (AR) ITS will set up Zoom Phone Auto Receptionist (AR) with a routing number only. Incoming calls to an AR number will be answered by playing a personalized recorded message and then disconnect. See AR Call Flow Example

This service is useful for units that may need to:

  • Provide users with information upfront before getting to the agents.
  • Play recorded announcements during customized business, closed, and holiday hours.
  • Set announcements in different languages to meet the multilingual requirements.
Announcements + IVR menu Auto Receptionist with IVR Incoming calls to a Zoom phone Auto Receptionist (AR) number will be answered with a personalized recorded message and then present callers with choices. Calls can be routed to a Zoom phone number(s), common area phone, another AR, call queue, or a voicemail (if no action is entered) based on the caller’s selection using their dial pad. See AR with IVR Call Flow Example

This service is useful for units that may need:

  • A tailored IVR menu based on unit's needs, such as a staff directory. Play an announcement on the main number and then route the call to an interactive voice response (IVR) system to allow the caller to select routing options by pressing keys (0-9) on their phone dial pad for example, press 1 for grad information, press 2 for undergrad information…

Announcements + Call Queuing

Auto Receptionist (AR) + Call Queue (CQ)

Incoming calls to a Zoom phone Auto Receptionist (AR) number will be answered with a personalized recorded message and present callers with choices. Calls will be routed to a Call Queue (CQ) to connect the caller with staff or to a voicemail if no action is entered. 

Users can answer calls remotely or on campus with Zoom softphone or Zoom deskset.

CQ Admins can have access to real-time analytics and historical reports with Power Pack license. See AR with CQ Call Flow Example

This service is useful for units that may need to:

  • Handle more calls with less staff. 
  • Play announcements on a main number and then route callers to a live person (or a group of people) to get additional information, such as Financial Aid offices.
Call Queuing Call Queue (CQ)

Incoming calls to a Call Queue (CQ) phone number will be routed and distributed among a designated group of phones, allowing multiple users to handle the incoming call volume. 

Users can answer calls remotely or on campus with Zoom softphone or Zoom deskset.

CQ Admin can have access to real-time analytics and historical reports with Power Pack license. See CQ Call Flow Example

This service is useful for units that may need to: 

  • Answer phones by multiple people.
  • Allow members (agents) to opt-in/out.
  • Access customer service Analytics and Historical reports or track members' performance (Power Pack).
  • If additional phone services are needed, such as, 
    • Changing Ringtone; 
    • Calls Monitoring (monitor queue members);
    • Call Recording.

See Also

 

Tags: 
Zoom Phone
Contact Centers
Last Updated: 
Monday, February 27, 2023