IVR Call Flow

Dial code	TForge Department	Call Flow Switch Description
*280	All	Emergency Message- Close the entire company phone line – use with caution
*282	Service Desk	Diverts calls away from Service Desk queue to send calls to IVR dept. Menu. To be used if Service Desk is away from their desk
*283	Service Assurance	Diverts calls away from Service Assurance queue to send calls to Service Desk queue. To be used if Service Assurance is away from their desk
*284	Service Delivery	Diverts calls away from Service Delivery queue to send calls to Service Desk queue. To be used if Service Delivery is away from their desk
*285	Sales	Diverts calls away from Sales queue to send calls to Service Desk queue. To be used if Sales is away from their desk
*286	Accounts	Diverts calls away from Accounts queue to send calls to Service Desk queue. To be used if Accounts is away from their desk
*287	Service Desk	Major Event Message- Activate Major Event for customers. Call will go to Service after
*288	Service Assurance	Emergency Message- Close the entire company phone line during after-hours – use with caution
*289	Service Assurance	Major Event Message- Activate Major Event for customers. Call will go to after-hours Service Assurance Support Engineer

Dial code	Adcon Department	Call Flow Switch Description
*3	All	Emergency Message- Close the entire company phone line – use with caution
*3	Service Desk	Diverts calls away from Service Desk queue to send calls to IVR dept. Menu. To be used if Service Desk is away from their desk
*3	Service Assurance	Diverts calls away from Service Assurance queue to send calls to Service Desk queue. To be used if Service Assurance is away from their desk
*3	Service Delivery	Diverts calls away from Service Delivery queue to send calls to Service Desk queue. To be used if Service Delivery is away from their desk
*3	Sales	Diverts calls away from Sales queue to send calls to Service Desk queue. To be used if Sales is away from their desk
*3	Accounts	Diverts calls away from Accounts queue to send calls to Service Desk queue. To be used if Accounts is away from their desk
*3	Service Desk	Major Event Message- Activate Major Event for customers. Call will go to Service after
*3	Service Assurance	Emergency Message- Close the entire company phone line during after-hours – use with caution
*3	Service Assurance	Major Event Message- Activate Major Event for customers. Call will go to after-hours Service Assurance Support Engineer

Please utilize *300 range for Adcon

Tebogo

105

1105

FutureSoft Reception
Thelma	400	N/A