Callers reach the right person every time.
Professional auto-attendants and call queues configured within Teams. Hold music, overflow routing, and voicemail all set up correctly. No missed calls, no frustrated callers.
100%
of inbound calls routed correctly from day one
Zero
missed calls with correctly configured overflow routing
UK-wide
configuration and support capability
24/7
routing available for out-of-hours call handling
Call routing that works for your business.
Auto-Attendant Design and Configuration
Multi-level auto-attendants designed to match your business structure. Callers reach the right person or team without needing a receptionist. Menus recorded professionally and updated whenever your business changes.
Call Queue Setup and Management
Call queues configured for every team that receives inbound calls. Queue size, timeout, and overflow behaviour all set to your requirements. Agents added and removed without IT involvement.
Business Hours and Holiday Routing
Different call routing for business hours, out of hours, and bank holidays. Callers hear the right message and reach the right destination regardless of when they call. Holiday schedules updated annually.
Hold Music and Announcements
Custom hold music and queue position announcements configured. Callers kept informed while waiting. Music and announcements updated to reflect your brand and any seasonal messaging.
Overflow and Timeout Handling
Overflow routing configured so calls never go unanswered. Timeout actions set for queues that exceed wait thresholds. Voicemail, redirect to another queue, or disconnect all available as overflow options.
Voicemail and Shared Mailboxes
Shared voicemail boxes configured for teams and departments. Voicemail transcription enabled. Email notifications sent when new voicemails arrive. Voicemail access managed through Teams.
From call flow mapping to go-live.
Call Flow Discovery
We map your current call flows and understand how callers reach the right person. Existing IVR menus, hunt groups, and routing rules documented before any changes are made.
Auto-Attendant Design
New auto-attendant structure designed based on your business. Menu options, routing logic, and business hours all agreed before configuration begins. Design reviewed and approved by your team.
Call Queue Configuration
Call queues built for each team. Agents assigned, queue behaviour configured, and overflow routing set. Each queue tested with real calls before go-live.
Audio Recording and Upload
Menu prompts and hold messages recorded professionally or using your own recordings. Audio uploaded and applied to each auto-attendant and queue. Quality checked before go-live.
Testing and Validation
Every call flow tested end-to-end. Business hours routing, overflow handling, and voicemail all verified. Issues resolved before any changes go live.
Handover and Documentation
Your team trained on managing queues and updating routing. Full documentation provided so changes can be made without external support. Ongoing support available for complex changes.
Call routing improved across the UK.
Challenge: An Edinburgh law firm had a single receptionist handling all inbound calls. Calls were missed during busy periods and the receptionist had no backup when absent.
Outcome: Auto-attendant deployed with department routing. Call queues for each practice area. Receptionist freed from routine call handling. Zero missed calls reported in the first month.
Challenge: A Birmingham retailer with six locations had different phone numbers for each site. Customers called the wrong location regularly and were transferred manually between sites.
Outcome: Single auto-attendant deployed with location routing. Customers reach the right site first time. Manual transfers eliminated. Customer satisfaction scores improved by 22%.
Challenge: A Cardiff healthcare provider needed different call routing for clinical and administrative calls. Clinical calls needed to reach on-call staff out of hours without going to voicemail.
Outcome: Separate auto-attendants for clinical and administrative lines. Out-of-hours routing to on-call mobile numbers. No clinical calls missed since deployment.
Professional call routing configured for your business.
We map your call flows, design your auto-attendant structure, and configure everything in Teams. Callers reach the right person from day one. Free call flow review, no obligation.