This document contains questions about an organization's call flow, including how incoming calls are received and routed, whether auto attendants or receptionists are used to answer calls, call center details, call recording capabilities, outbound dialing processes, call transferring procedures, faxing and conferencing options, and common phone features needed by employees. Specifically, it asks about the numbers used to receive incoming calls, how calls are answered, call routing when receptionists or hunt groups are busy, call recording for legal or training purposes, outbound caller ID presentation, transferring calls and what the receiving party sees, faxing infrastructure and needs, audio conferencing bridge details, and common phone and feature needs for employees and conference rooms.

1. Call FlowQuestions (Template)
1. Call Flow: In
a. How does someone from the outside world reach your organization?
i. Do they call a local number?
ii. Do they call an 8xx number?
iii. Does your organization have multiple numbers?
iv. Does your company do business under multiple names with multiple
numbers?
b. How does the incoming call get answered, such as Auto Attendant, receptionist,
hunt group, direct to the person?
i. If Auto Attendant, when? During hours, after hours, only when a live
person is busy?
ii. If Auto Attendant, does one Auto Attendant lead to another? (multi-
level—Press 1 for sales, after pressing 1 another message is played Press
1 for widgets and 2 for gadgets)
iii. If Auto Attendant, does each departments/locations need their own Auto
Attendant?
iv. Is a general voicemail box required at the end of any of the Auto
Attendant options or can voice messages go to a single person?
v. If calls go to a receptionist,
1. Do they see who’s on the phone or not? If so, how? Is it from the
phone or using a soft client on the computer?
2. If they can see them, how many people do they see?
3. Do they see people at just their site or all locations?
4. Do they like a sidecar/expansion module or would a web-based
tool be better?
5. What happens when the receptionist isn’t there or goes on a
break?
6. Do they need to back up another location or receptionist?
7. Do they need to answer certain calls with a particular type of
greeting? (“Thank you for calling ABC Company vs Thank you for
calling XYZ Company.”)
8. Is there any call center type of features or queues that the
receptionist needs to be able to intelligently talk about call
volumes and offer a caller an alternate department or person to
speak with?
vi. If Hunt Group,
1. Do they see who’s on the phone or not? If so, how? How many
people do they see?
2. What happens if everyone is busy?
3. Do calls flow to someone else?
4. Do they go to voicemail?

2. 5. Is it a single person’s voicemail or a general voicemail box?
6. Do they need to answer certain calls with a particular type of
greeting? “Thank you for calling ABC Company vs Thank you for
calling XYZ Company.”
c. Do you have a Call Center?
i. How many incoming phone numbers?
ii. How many agents? Do agents have a portal they use to handle calls?
iii. Do you have a supervisor?
iv. Any Special reports?
v. Any integration required to things like a Client Relationship Manager?
d. Call Recording and Other Special Features
i. Does anyone record calls? Lawyers dictating notes? Training purposes?
ii. Do you use Park and Pick up?
iii. Do you have zones to park and pickup or retrieve the call?
iv. Does a light show on each phone where a call is parked?
v. How many lines or zones can have a parked call?
vi. Do you page through the handsets or overhead paging system?
vii. If, using an overhead paging system, does it take an analog connection?
viii. Are you using any amplifies?
e. Other Inbound Call Questions
i. How would it help to be able to hold incoming calls in the phone system
to give people a chance to answer every call vs. a caller going to
voicemail?
ii. Do you need to provide customized messages to your callers?
iii. Do you need reporting around how many inbound or missed calls? Or
how many calls a person took, how long they were on the phone?
iv. What percentage of your revenue would you say you can attribute to
incoming calls?
2. Call Flow: End
a. When dialing out does someone need to press an access code like 9 or 1 to get
an outside line?
i. What does the caller ID show?
1. Main company name?
2. Individual’s names?
3. Main company number?
4. Individual’s direct inward dial number?
5. Does anyone need to switch their caller id?
3. Call Flow: Across
a. When a call is answered and needs to be transferred what does the receptionist
do?
b. How does a normal employee transfer?
c. What caller ID does the person receiving the transfer see? Internal caller ID or
the person calling in?
d. Faxing

3. i. Do you currently use a fax machine? How many?
ii. Are you interested in fax to email services?
iii. Would there be people that would need their own private number?
iv. Do departments share a fax number/machine?
e. Conferencing
i. Do you ever use an audio conferencing bridge?
ii. What is the max amount of people on a conference call?
iii. How many bridges do you have?
iv. Does anyone use features like WebEx or GoToMeeting?
v. How many people have accounts to schedule their own meetings?
f. Common Areas, Breakrooms:
i. How many phones are in common areas (breakrooms, lobby, kitchen)?
ii. How many phones are in conference rooms?
iii. Do they use a regular phone or a 3-legged conference room phone?
iv. How many employees need basic features, such as making and receiving
calls, checking voicemail, sending voicemail to email, call-forwarding,
etc.?
v. How many employees need more advanced features, such as soft
phone/mobile app, simultaneous ring, web conferencing?