Call flow puzzle



  • Just finished flow-charting one departments requirements for call flow. Time to see how it can be improved.
    0_1501788957554_032f6a13-00a6-4853-850f-7e3619dd907a-image.png


  • Service Provider

    @eddiejennings is this a 24 hour answering service?



  • @jaredbusch said in Call flow puzzle:

    @eddiejennings is this a 24 hour answering service?

    Nope. Just how this department wants to handle a call that would be routed to their department during good old 9-5.


  • Service Provider

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings is this a 24 hour answering service?

    Nope. Just how this department wants to handle a call that would be routed to their department during good old 9-5.

    Then you missed a beginning step. Is it between 9-5



  • @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings is this a 24 hour answering service?

    Nope. Just how this department wants to handle a call that would be routed to their department during good old 9-5.

    Then you missed a beginning step. Is it between 9-5

    No. This is just a one sub-chart of many. This is assuming call is between 9-5 and option 1 has been pressed from the main IVR.


  • Service Provider

    What is the reason for this?
    0_1501789197016_90d43df3-8ae2-4b8b-9ae2-74094dbc45f8-image.png

    Is user 5 only helping sometimes?


  • Service Provider

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings is this a 24 hour answering service?

    Nope. Just how this department wants to handle a call that would be routed to their department during good old 9-5.

    Then you missed a beginning step. Is it between 9-5

    No. This is just a one sub-chart of many. This is assuming call is between 9-5 and option 1 has been pressed from the main IVR.

    alright.



  • @jaredbusch Apparently so. On first glance, the solution would probably be to train users to just sign-in the queue when they're on duty and out when they're not.

    Edit: Brain merging two sentences together makes for a train wreck of thought.


  • Service Provider

    @eddiejennings said in Call flow puzzle:

    @jaredbusch Apparently so. On first glance, the solution would probably be to train users to just sign-in and out of the queue when they're on duty.

    Using a queue that the users signs into and out of would be the best option as it would simplify it all to "dump call to queue" that would fail to a ring group that only contains the manager that would then fail to departmental voicemail.


  • Service Provider

    @EddieJennings the problem with that solution is that it requires a manager to enforce a new user behavior.



  • @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    @jaredbusch Apparently so. On first glance, the solution would probably be to train users to just sign-in and out of the queue when they're on duty.

    Using a queue that the users signs into and out of would be the best option as it would simplify it all to "dump call to queue" that would fail to a ring group that only contains the manager that would then fail to departmental voicemail.

    Irony = the original itent of the post was literally saying "this is what I'm doing right now" and then I go off and think stuff through, but as your rightfully noticed, there's no way to resist having a discussion :D

    On the task at hand, I agree with your suggestion. Knowing the users will likely gripe and moan about having to log in and out, I was looking to see if you can have some kind of time-based logic. From what I can see, it looks like the time groups / conditions are more for like automatically sending all calls to the after-hours message, etc, rather than for fine-grained stuff like this puzzle.

    If you're curious as to what happens now, all of these folks are in a huntgroup (that more like a ring group) where every extension rings every time, and they've just trained themselves to know when they should answer. -- Design was done far before my time.


  • Service Provider

    @eddiejennings did a little poking at FreePBX 14 to make sure nothing changed.

    Your best best for simple from the PBX flow side is definitely going to be a Queue that fails to a Ring Group that fails to Voicemail.

    There is no easy answer from a user point of view. They can listen to the calls ring like now or log in and out of a Queue.

    The simple answer for the users is the over complicated tech answer of creating a bunch of time groups and time conditions and call flow controls.



  • This seems like a possible solution using time conditions. It would involve User 5, the floating user, to log in and out of the appropriate queue. Would also require configuring two queues and three ring groups, rather than one queue, and one ring group. On the positive side (for the users), Users 1-4, wouldn't have to do anything.
    0_1501857389933_fc549211-bd97-4081-8d1d-801f31c45458-image.png


  • Service Provider

    @eddiejennings said in Call flow puzzle:

    This seems like a possible solution using time conditions. It would involve User 5, the floating user, to log in and out of the appropriate queue. Would also require configuring two queues and three ring groups, rather than one queue, and one ring group. On the positive side (for the users), Users 1-4, wouldn't have to do anything.
    0_1501857389933_fc549211-bd97-4081-8d1d-801f31c45458-image.png

    That is a decent flow with only a single user interaction needed.

    You can program a BLF for each queue on that users phone to log in and out of the queue, so they will have positive visual confirmation that they are in the queue or not.

    *451111*2222
    Where 1111 = Queue# and 2222 = Ext#



  • Win for IT! I walked the department head who requested this queue logic through the flow chart, and she thought it was fine (even with that one user logging in and out of a queue).



  • @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    This seems like a possible solution using time conditions. It would involve User 5, the floating user, to log in and out of the appropriate queue. Would also require configuring two queues and three ring groups, rather than one queue, and one ring group. On the positive side (for the users), Users 1-4, wouldn't have to do anything.
    0_1501857389933_fc549211-bd97-4081-8d1d-801f31c45458-image.png

    That is a decent flow with only a single user interaction needed.

    You can program a BLF for each queue on that users phone to log in and out of the queue, so they will have positive visual confirmation that they are in the queue or not.

    *451111*2222
    Where 1111 = Queue# and 2222 = Ext#

    I was testing this today. In order for me to get it to work, I had to make 1111 the extension number and 2222 the queue number.


  • Service Provider

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    This seems like a possible solution using time conditions. It would involve User 5, the floating user, to log in and out of the appropriate queue. Would also require configuring two queues and three ring groups, rather than one queue, and one ring group. On the positive side (for the users), Users 1-4, wouldn't have to do anything.
    0_1501857389933_fc549211-bd97-4081-8d1d-801f31c45458-image.png

    That is a decent flow with only a single user interaction needed.

    You can program a BLF for each queue on that users phone to log in and out of the queue, so they will have positive visual confirmation that they are in the queue or not.

    *451111*2222
    Where 1111 = Queue# and 2222 = Ext#

    I was testing this today. In order for me to get it to work, I had to make 1111 the extension number and 2222 the queue number.

    Maybe I typed it backwards? I did not log into a system to verify that.



  • @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    This seems like a possible solution using time conditions. It would involve User 5, the floating user, to log in and out of the appropriate queue. Would also require configuring two queues and three ring groups, rather than one queue, and one ring group. On the positive side (for the users), Users 1-4, wouldn't have to do anything.
    0_1501857389933_fc549211-bd97-4081-8d1d-801f31c45458-image.png

    That is a decent flow with only a single user interaction needed.

    You can program a BLF for each queue on that users phone to log in and out of the queue, so they will have positive visual confirmation that they are in the queue or not.

    *451111*2222
    Where 1111 = Queue# and 2222 = Ext#

    I was testing this today. In order for me to get it to work, I had to make 1111 the extension number and 2222 the queue number.

    Maybe I typed it backwards? I did not log into a system to verify that.

    FFS what are you doing helping people :P



  • @dashrender said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    This seems like a possible solution using time conditions. It would involve User 5, the floating user, to log in and out of the appropriate queue. Would also require configuring two queues and three ring groups, rather than one queue, and one ring group. On the positive side (for the users), Users 1-4, wouldn't have to do anything.
    0_1501857389933_fc549211-bd97-4081-8d1d-801f31c45458-image.png

    That is a decent flow with only a single user interaction needed.

    You can program a BLF for each queue on that users phone to log in and out of the queue, so they will have positive visual confirmation that they are in the queue or not.

    *451111*2222
    Where 1111 = Queue# and 2222 = Ext#

    I was testing this today. In order for me to get it to work, I had to make 1111 the extension number and 2222 the queue number.

    Maybe I typed it backwards? I did not log into a system to verify that.

    FFS what are you doing helping people :P

    Jared's FreePBX words are so authoritative, I honestly though I must've had a config problem causing me to have to use his command backwards. :D


  • Service Provider

    @eddiejennings said in Call flow puzzle:

    @dashrender said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    @jaredbusch said in Call flow puzzle:

    @eddiejennings said in Call flow puzzle:

    This seems like a possible solution using time conditions. It would involve User 5, the floating user, to log in and out of the appropriate queue. Would also require configuring two queues and three ring groups, rather than one queue, and one ring group. On the positive side (for the users), Users 1-4, wouldn't have to do anything.
    0_1501857389933_fc549211-bd97-4081-8d1d-801f31c45458-image.png

    That is a decent flow with only a single user interaction needed.

    You can program a BLF for each queue on that users phone to log in and out of the queue, so they will have positive visual confirmation that they are in the queue or not.

    *451111*2222
    Where 1111 = Queue# and 2222 = Ext#

    I was testing this today. In order for me to get it to work, I had to make 1111 the extension number and 2222 the queue number.

    Maybe I typed it backwards? I did not log into a system to verify that.

    FFS what are you doing helping people :P

    Jared's FreePBX words are so authoritative, I honestly though I must've had a config problem causing me to have to use his command backwards. :D

    Yeah, I wonder where I was responding from that day.

    Because I just took a whole 60 seconds to SSH into a PBX and check..

    [[email protected] tftpboot]# grep *45 *
    001565593cfd.cfg:linekey.13.value = *455153*5151
    001565593e05.cfg:linekey.13.value = *455155*5151
    0015655949b5.cfg:linekey.13.value = *455152*5151
    00156572df55.cfg:linekey.13.value = *455154*5151
    001565944ab7.cfg:linekey.13.value = *455153*5151
    


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