Telstra IP Telephony (TIPT) Common

Call Flow Scenarios

Sample Call-Flow Structures for Your New

TIPT Service.

Telstra IP Telephony (TIPT) Call Flow

• When we deliver TIPT to you, most of the telephony

equipment is installed with a standard configuration

already applied.

• This standard configuration will be refined to suit the

needs of your business.

• Our Detailing and Configuring consultants will discuss the

refinement options with you in a “Configuration

Appointment”.

• We aim to deliver most refinements on the spot, as we

talk. You can call us to adjust your set up for seven

business days after we configure your service.

• To get the most out of your Configuration appointment,

please think about how your organisation might prefer to

arrange your call structures.

• The following pages include various samples that may

help to guide your thinking.

Business Hours

Main Number Ext 3455

TIPT Auto Attendant Call Flow

No Yes

Business Hours – Mon- Fri 9-5

After Hours Announcement Business Hours Greeting

Option 1 – On Call Mobile 0492 234 555

Sales Call Centre ext 1111 Option 1 –

Option 2 –

Option 3 –

Accounts Hunt Group ext 2222

Service Call Centre ext 3333

Option 4 – Service Call Centre ext 4444

Option 5 – Service Call Centre ext 5555

Option 6 – Service Call Centre ext 6666

Option 7 – Service Call Centre ext 7777

Option 8 – Service Call Centre ext 8888

Reception Hunt

Group

Answer Call

Main Number Ext 3455

Business Hours

No

After Hours

Yes

Reception Phone

TIPT Reception Call Flow

Send Call to xx after 30 seconds

After Hours Auto Attendant Announcement

Call Distribution Type - Regular

Business Hours – Mon- Fri 9-5

Send Call to xx if Busy

Main Number Ext 455

Business Hours

No

After Hours

Yes

Reception Phone

Agents Logged In

Available User

TIPT Reception with Call Centre Call Flow

No

Yes

Call Queue

Agent Answer

Yes

No Call Bounced to next Agent after x rings

Call Returned to Queue

Business Hours – Mon- Fri 9-5

After Hours Auto Attendant Announcement

Send Call to xx after xx seconds

Stranded Call Treatment Send call to xxx

Overflow Call Treatment Send call to xx

Call Centre Busy

Queue Depth (x) Calls Call Distribution Type - Uniform

xx Hunt Group

Answer Call

Pilot Number Ext 3456

Business Hours

No

After Hours

Yes

Phone

TIPT Xx Hunt Group Call Flow

Send Call to xx after 30 seconds

After Hours Auto Attendant Announcement

Call Distribution Type - Uniform

Business Hours – Mon- Fri 9-5

Send Call to xx if Busy

Pilot Number Ext 3567

Business Hours

No

After Hours

Yes

Agent Phone

Agents Logged In

Available User

TIPT Call Centre Call Flow

No

Yes

Call Queue

Agent Answer

Yes

No Call Bounced to next Agent after x rings

Call Returned to Queue

Business Hours – Mon- Fri 9-5

After Hours Auto Attendant Announcement

Send Call to xx after xx seconds

Stranded Call Treatment Send call to xxx

Overflow Call Treatment Send call to xx

Call Centre Busy

Queue Depth (x) Calls Call Distribution Type - Uniform

All day Every day

xxxxxx

TIPT After Hours Auto Attendant Call Flow

Yes

Business Hours – Mon- Fri 9-5

After Hours Announcement

Option 1 –

Option 2 –

Option 3 –

Voicemail

On Call Mobile 0412 555 666

Note: Business Hours only used as

this is only for an after hours

announcement– time switching is

done on the hunt group / call centre if

this is used

TIPT Multiline

Number to be displayed

Lines to Display Number

Lines to Display Number

Lines to Display Number

Lines to Display Number

Number to be displayed

Lines to Display Number

Lines to Display Number

Lines to Display Number

Lines to Display Number

Number to be displayed

Lines to Display Number

Lines to Display Number

Lines to Display Number

Lines to Display Number

TIPT Instant Group Call

Is Diversion Inhibitor Enabled? Yes/No

Member Number

Group Name Group Members (List Numbers)

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

No Yes

Is Diversion Inhibitor Enabled? Yes/No

Member Number

Group Name Group Members (List Numbers)

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

Member Number

No Yes

TIPT Busy Lamp Field

Number

Number for BLF Display Phone numbers required to display

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number for BLF Display Phone numbers required to display

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

TIPT Shared Call Appearance

Number

Device Primary Line List of SCA Numbers

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Device Primary Line List of SCA Numbers

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

TIPT Pick Up Groups

Number

Group Name Pick Up Group Members

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Group Name Pick Up Group Members

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

TIPT Call Parking

Number

Call Parking Required

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Number

Soft Key Enabled

No Yes

No Yes

No Yes

No Yes

No Yes

No Yes

No Yes

No Yes

No Yes

No Yes

No Yes

No Yes

Business Hours

xxxxxx

TIPT Spare Call Flow sheet

Business Hours – Mon- Fri 9-5

After Hours Announcement

Option 1 –

Option 2 –

Option 3 –

Voicemail

On Call Mobile