Building a CCR tree in Norstar Voice Mail



Building the CCR tree for Norstar Voice Mail

Before we can begin to build the Custom Call Routing (CCR) tree, we must define how the tree will be constructed. The easiest way to do this is to draw a diagram. Our diagram will consist of :

• Auto Attendant box representing the “Company Greeting”.

• Home/Menu point, path 0.

• Additional paths/points as required to build your tree.

The Company Greeting:

The company greeting is assigned to a Greeting Table within the Auto Attendant Admin menu. This greeting will change according to the time periods and recorded messages previously programmed. There are 4 available time periods within the “Greeting Tables” of Norstar Voice Mail (NVM). The time periods are:

• Morning

• Afternoon

• Evening

• Non-business

Each time period can be programmed by the “System Coordinator” as your company needs dictate. Some companies will record only one message and assign that message to each time period. Others will record a similar message and change the opening to reflect the time of day. Such as: “Good Morning/ Good Afternoon/ Good Evening”. Irregardless of how your company chooses to structure the greetings, you should include the following information:

• If you know your parties extension, you may dial it at any time.

• Press # for the “Dial-By-Name” directory.

• Dial 0 for the operator.

• If you have a rotary phone, please hold for the operator.

Once the company greeting is complete the Norstar Voice Mail (NVM) will append the company greeting without the caller’s knowledge. Now we need to diagram our CCR tree. The first step in creating a diagram is to define what we want the customer to be capable of doing. In our example, we will offer to transfer the caller to an administrative person, or a menu offering access to directions, or an invitation to listen to our list of job openings. But first, let’s create our “Auto Attendant Greeting”

Auto Attendant Greeting:

We will write a script for a fictional company, ABC Company. Our greeting is as follows:

Thank you for calling ABC company. If your know your parties extension, you may dial it at any time. Please press # for our “Dial-By-Name” directory. If you would like to speak with an operator, dial 0 or hold for the attendant.

It is at this point that the “System Coordinator” must define the CCR options.

The options to be recorded are:

• Press 1 for admin (path 1).

• For directions to our offices, press 2 (path 2).

• For a list of our job openings, press 3 (path 3).

Now that we have recorded our menu in Home path 0, let’s define each digit dialed:

• Path 1 is an internal transfer to extension 225. When the caller chooses option 1, they are transferred to extension 225 (an admin rep).

• Path 2 is another menu point for directions. Each selected option under menu point 2 accesses an Information point, which has the directions recorded thereon. Menu point 2 is recorded as:

• If you are coming from the North, press 1 (Info point/ path 21).

• South, press 2 (Info point/ path 22).

• East, press 3 (Info point/ path 23).

• West, press 4 (Info point/ path 24).

• Path 3, sends the caller to Information mailbox number 500 (where job opening information is updated by the office staff as needed).

NOTE: You cannot program any paths until the Home menu greeting has been recorded.

Each recording must be completed before the tree can be saved.

Now that we have defined our tree, let’s diagram it! Remember to begin with your Company greeting, then the Home/Menu path 0. Followed by the other paths we have defined. Your diagram should resemble figure 1.

Figure 1.

Use these pages as a template to begin diagraming your CCR tree (if necessary make copies).

Auto Attendant Greeting

Home/Menu Path: 0

-----------------------

Path:__________

PATH 24

INFO POINT

If you are coming from the West, take I-w to I-x North to exit y. Turn left and go 4 traffic lights. We are on the left.

PATH 23

INFO POINT

If you are coming from the East, take I-w to I-x North to exit y. Turn left and go 4 traffic lights. We are on the left.

PATH 22

INFO POINT

If you are coming from the South: take I-x to exit y, turn left and go 4 traffic lights. We are on the left.

PATH 21

INFO POINT

If you are coming from the North: take I-x to exit y, turn right and go 3 traffic lights. We are on the left.

PATH 3/MBOX 500

We are currently accepting applications for the following positions:

Position A

Position B

Position C

Position D

PATH 2/MENU

If you are coming from the

North, press 1.

South, press 2.

East, press 3.

West, press 4

LMSG MBOX:__________.

Home / Previous/ Disconnect

PATH 1

XFER-internal

X225

Home/Menu Path 0:

Press 1 for admin.

For directions to our offices, press 2.

For a list of our job openings, press 3.

Auto Attendant Greeting:

Thank you for calling ABC company.

If your know your parties extension, you may dial it at any time.

Please press # for our “Dial-By-Name” directory.

If you would like to speak with an operator, dial 0 or hold for the attendant.

INFO Point: (document script here) Home / Previous/ Disconnect

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Evening

Afternoon

Morning

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:__________

LMSG MBOX:__________.

Home / Previous/ Disconnect

INFO Point: (document script here) Home / Previous/ Disconnect

MENU Point: (document script here) Home / Previous/ Disconnect

XFER INT extension #_________

EXT. # ________________

Path:___________________

Home Menu Path 0

Auto Attendant Greeting

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

Path:___________________

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