Service desk telephony onboarding & transition

When implementing or onboarding a service desk, ensuring a smooth transition of support channels is crucial. While channels like email and web chat are relatively straightforward to set up, the telephony system requires careful consideration.

DDI assignment and integration

For a new service desk implementation, ServiceJi assigns new direct dial-in (DDI) telephone numbers based on the geographical locations of end-users. End-users simply call these numbers and are routed to the Interactive Voice Response (IVR) system. When onboarding an existing system, clients can choose to maintain their own IVR or utilize ServiceJi’s system.

Using the existing IVR:

If clients opt to use their existing IVR, ServiceJi will assist in configuring extensions and integrating with existing PBX.

Utilising Serviceji’s IVR:

If clients wish to utilize ServiceJi’s IVR, existing DDIs can be migrated to ServiceJi’s system through number porting. In some cases where number porting is not possible, existing DDIs can be redirected to new ones that will route to ServiceJi’s IVR. It’s important to note that the telephony supplier may apply outbound charges in these cases.

Glossary

The following glossary includes explanations of key terms such as DDI (direct dial-in), IVR (Interactive Voice Response), extensions, incoming and outgoing calls, call transfer, call recording, voicemail, call-back automation, and self-service actions.

Call-back automation: Allows end-users to schedule a call-back from a support team member if they prefer not to wait in the queue. The IVR system records the user’s details and schedules a return call.
Call recording: Incoming calls can be recorded at the extension level for end-user satisfaction and agent monitoring, especially during transition periods. Recording can be done on the PBX system or the SIP softphone.
Call transfer: Support personnel can transfer calls using a softphone to another extension, ring group, queue, voicemail, or external DDI.
DDI: Direct dial-in (DDI) telephone numbers are the main contact numbers provided to end-users, which typically redirect over VOIP to an Interactive Voice Response (IVR) system.
Extensions: Endpoints in the IVR that serve as destinations for incoming calls to service desk operatives. Softphones with secure login details are commonly provided to support agents.
Incoming calls: Calls received from DDIs can be directed to single or multiple extensions, achieved through ring groups or hunt groups. Multiple DDIs can reach the same extensions.
IVR: An IVR is an automated phone system feature that allows end-users to interact using voice or touch-tone dialling. It provides a menu to route calls to the appropriate call-taker or group, often starting with Level 1 (Tier 1) operators in a service desk setup.
Outgoing calls: Support personnel may have the ability to make outbound calls, which can be enabled or restricted based on criteria such as geographic regions or specific DDIs.
Self-service actions: Enables end-users to perform certain actions without assistance from a support agent. A common example in service desk IVRs is the option to redirect to self-service knowledge bases, providing Tier 0 support.
Voicemail: Voicemail can be integrated into the IVR, triggered after a delay or at the caller’s request. Recordings can be forwarded via email to relevant support team members for action.

ServiceJi provides seamless telephony integration in service desk setups, ensuring efficient communication and support for end-users. Contact us for more details on how we can assist you in outsourcing telephony in your service desk transition.