Top 110 Call management Things You Should Know

What is involved in Call management

Find out what the related areas are that Call management connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Call management thinking-frame.

How far is your company on its Call management journey?

Take this short survey to gauge your organization’s progress toward Call management leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Call management related domains to cover and 110 essential critical questions to check off in that domain.

The following domains are covered:

Call management, Automated attendant, Call centre, Call detail record, Call recording software, Call whisper, Calling feature, Corporations, Customer experience, Date-based routing, Direct Inward Dialing, Directory, DnD – Do Not Disturb, E-mail attachment, Email address, Interactive voice response, Internet fax, Line hunting, Location-based routing, Omnichannel routing, Skills-based routing, Speech recognition, System administrator, Telephone number, Time-based routing, Translation, Virtual queue:

Call management Critical Criteria:

Judge Call management engagements and correct better engagement with Call management results.

– What are the top 3 things at the forefront of our Call management agendas for the next 3 years?

– What is the source of the strategies for Call management strengthening and reform?

Automated attendant Critical Criteria:

Analyze Automated attendant quality and observe effective Automated attendant.

– Are there any easy-to-implement alternatives to Call management? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

– How do senior leaders actions reflect a commitment to the organizations Call management values?

– What are the Key enablers to make this Call management move?

Call centre Critical Criteria:

Pay attention to Call centre goals and overcome Call centre skills and management ineffectiveness.

– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Call management. How do we gain traction?

– In what ways are Call management vendors and us interacting to ensure safe and effective use?

– Have all basic functions of Call management been defined?

Call detail record Critical Criteria:

Pay attention to Call detail record goals and give examples utilizing a core of simple Call detail record skills.

– What is our formula for success in Call management ?

– How can we improve Call management?

Call recording software Critical Criteria:

Devise Call recording software issues and document what potential Call recording software megatrends could make our business model obsolete.

– What are your key performance measures or indicators and in-process measures for the control and improvement of your Call management processes?

– What prevents me from making the changes I know will make me a more effective Call management leader?

– Who needs to know about Call management ?

Call whisper Critical Criteria:

Weigh in on Call whisper leadership and attract Call whisper skills.

– Does Call management include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?

– How do we know that any Call management analysis is complete and comprehensive?

– What is our Call management Strategy?

Calling feature Critical Criteria:

Powwow over Calling feature adoptions and define what our big hairy audacious Calling feature goal is.

– Does Call management create potential expectations in other areas that need to be recognized and considered?

– What vendors make products that address the Call management needs?

– Can Management personnel recognize the monetary benefit of Call management?

Corporations Critical Criteria:

Use past Corporations decisions and assess and formulate effective operational and Corporations strategies.

– How will you know that the Call management project has been successful?

– Does Call management appropriately measure and monitor risk?

Customer experience Critical Criteria:

Deliberate over Customer experience strategies and change contexts.

– What other organizational variables, such as reward systems or communication systems, affect the performance of this Call management process?

– How likely is the current Call management plan to come in on schedule or on budget?

– When a person has a bad Customer Service experience how many people do they tell?

– How does mystery shopping help us improve our Customer Service and experience?

– What is the difference between customer experience and user experience?

– How important is real time for providing social media Customer Service?

– what is Different Between B2C B2B Customer Experience Management?

– Is there any existing Call management governance structure?

– What are the best community tools for Customer Service?

– So how do we add value to the customer experience?

– What is the internal customer experience?

– How can Customer Service be improved?

Date-based routing Critical Criteria:

Revitalize Date-based routing outcomes and reinforce and communicate particularly sensitive Date-based routing decisions.

– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Call management processes?

– Who is the main stakeholder, with ultimate responsibility for driving Call management forward?

– Do you monitor the effectiveness of your Call management activities?

Direct Inward Dialing Critical Criteria:

Track Direct Inward Dialing engagements and correct Direct Inward Dialing management by competencies.

– Will Call management have an impact on current business continuity, disaster recovery processes and/or infrastructure?

Directory Critical Criteria:

Judge Directory goals and point out Directory tensions in leadership.

– Before diving into design, think hard about why users are searching your site, and what they want to get out of their search. Are they likely to search for certain types of information, such as specific product descriptions or staff directory entries?

– Does the tool in use have the ability to integrate with Active Directory or sync directory on a scheduled basis, or do look-ups within a multi-domain forest in the sub-100-millisecond range?

– Does the tool we use have the ability to integrate with Enterprise Active Directory Servers to determine users and build user, role, and business unit policies?

– Does your company have contacts listed in the niif company specific contact directory for these specific functional responsibilities?

– Does your company list a contact for any catastrophic failures in the niif company specific contact directory?

– If we integrate an external product with active directory, will it require that we modify our ad schema?

– Does your company list your mutual aid contact in the niif company specific contact directory?

– How do we make it meaningful in connecting Call management with what users do day-to-day?

– Provide the ability to synchronize active directory with cloud-based endpoints?

– Does your company have a copy of this niif company specific contact directory?

– What is the process of adding users and deleting users from Active Directory?

– What happens if a user changes their password natively in active directory?

– Which individuals, teams or departments will be involved in Call management?

– Enable unix and linux authentication from active directory?

– Does your software integrate with active directory?

– Do we all define Call management in the same way?

DnD – Do Not Disturb Critical Criteria:

Familiarize yourself with DnD – Do Not Disturb tactics and find answers.

– Consider your own Call management project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?

– Risk factors: what are the characteristics of Call management that make it risky?

– Is Call management dependent on the successful delivery of a current project?

E-mail attachment Critical Criteria:

Detail E-mail attachment projects and proactively manage E-mail attachment risks.

– Think about the functions involved in your Call management project. what processes flow from these functions?

– What are your most important goals for the strategic Call management objectives?

– Does the Call management task fit the clients priorities?

Email address Critical Criteria:

X-ray Email address governance and create Email address explanations for all managers.

– Im working in an online services business and I collect the email addresses and IP addresses of my customers. I use these email addresses to send promotional messages. I use a cloud email tool to mass email. Do I need to extend my Terms of Use with an agreement of processing personal data or do I need to take additional steps to protect email addresses?

– In CRM we keep record of email addresses and phone numbers of our customers employees. Will we now need to ask for explicit permission to store them?

– Who is currently performing the database work, and how big is the legacy database in terms of addresses, email addresses, touches, preferences?

– Where do ideas that reach policy makers and planners as proposals for Call management strengthening and reform actually originate?

– Are a customers business phone number; business email address and business IP address also considered to be personal data?

– What is the total cost related to deploying Call management, including any consulting or professional services?

– Who are the key service provider and customer contacts (name, phone number, email address)?

– How to deal with Call management Changes?

Interactive voice response Critical Criteria:

Collaborate on Interactive voice response goals and give examples utilizing a core of simple Interactive voice response skills.

– What are your current levels and trends in key measures or indicators of Call management product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?

– Can we do Call management without complex (expensive) analysis?

– What are the business goals Call management is aiming to achieve?

Internet fax Critical Criteria:

Wrangle Internet fax planning and achieve a single Internet fax view and bringing data together.

Line hunting Critical Criteria:

X-ray Line hunting governance and maintain Line hunting for success.

– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Call management?

– Who are the people involved in developing and implementing Call management?

– How do we go about Comparing Call management approaches/solutions?

Location-based routing Critical Criteria:

Grasp Location-based routing issues and develop and take control of the Location-based routing initiative.

– What about Call management Analysis of results?

– Is a Call management Team Work effort in place?

Omnichannel routing Critical Criteria:

Steer Omnichannel routing strategies and sort Omnichannel routing activities.

– Does Call management analysis isolate the fundamental causes of problems?

– Do we have past Call management Successes?

Skills-based routing Critical Criteria:

Test Skills-based routing planning and interpret which customers can’t participate in Skills-based routing because they lack skills.

– Do those selected for the Call management team have a good general understanding of what Call management is all about?

– Who will be responsible for making the decisions to include or exclude requested changes once Call management is underway?

– How do mission and objectives affect the Call management processes of our organization?

Speech recognition Critical Criteria:

Canvass Speech recognition tactics and look at the big picture.

– Can we add value to the current Call management decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?

– How can the value of Call management be defined?

System administrator Critical Criteria:

Rank System administrator visions and modify and define the unique characteristics of interactive System administrator projects.

– If the firewall runs on an individual host for which all users are not trusted system administrators, how vulnerable is it to tampering by a user logged into the operating system running on the protected hosts?

– Why is it important to have senior management support for a Call management project?

– Who is the System Administrator?

Telephone number Critical Criteria:

Investigate Telephone number tasks and revise understanding of Telephone number architectures.

– Do several people in different organizational units assist with the Call management process?

– How do we measure improved Call management service perception, and satisfaction?

Time-based routing Critical Criteria:

Be clear about Time-based routing governance and assess and formulate effective operational and Time-based routing strategies.

– What are the key elements of your Call management performance improvement system, including your evaluation, organizational learning, and innovation processes?

– Is the Call management organization completing tasks effectively and efficiently?

– Is Supporting Call management documentation required?

Translation Critical Criteria:

Examine Translation quality and create Translation explanations for all managers.

– In a virtualized data center, guest operating system kernels were modified to eliminate the need for binary translation. which compute virtualization technique was used?

– Which hypervisor component is responsible for performing binary translation of instructions that can not be virtualized?

– Is the firewall configured to translate (hide) internal ip addresses, using network address translation (nat)?

– Are business goals and objectives a direct translation of the companys vision statement?

– Is there a minimum set of languages that need to be covered by translation services?

– Who will provide the final approval of Call management deliverables?

Virtual queue Critical Criteria:

Sort Virtual queue decisions and work towards be a leading Virtual queue expert.

– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new Call management in a volatile global economy?

– What are the Essentials of Internal Call management Management?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Call management Self Assessment:

Author: Gerard Blokdijk

CEO at The Art of Service |

Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Call management External links:

Call management
In telecommunications, call management is the process of designing and implementing rules and parameters governing the routing of inbound telephone calls through a network. These rules can specify how calls are distributed according to the time and/or date of the call as well as the location of the caller (usually defined by the outbound Caller ID).

Inbound Call Management – TheFreeDictionary

i24 Call Management Solutions – Canadian Bilingual Call …

Automated attendant External links:

Callcentric FAQ – IVR – Automated Attendant

Automated Attendant – UC Directory Services

Automated Attendant | North Dakota ITD

Call centre External links:

Call Centre Management Hierarchy – Hierarchical Structure

i24 Call Management Solutions – Canadian Bilingual Call Centre

Call Centre and Customer Service Jobs Cork, Ireland

Call detail record External links:

CDR Analysis – Call Detail Record Analysis | SolarWinds

LECellTrack – Call Detail Record Mapping and Analysis

Call Detail Record Analysis|Cell Phone Investigations|ZetX

Call recording software External links:

Call Recording Software | Calabrio ONE

Top 20 Call Recording Software 2018 – Compare Reviews

Call whisper External links:

What is Call Whisper? – Twilio


Inbound | Call Whisper Training – YouTube

Calling feature External links:

Calling Feature – User Guides | Golden West

Use the Three-Way Calling Feature with XFINITY Voice

Advance Calling feature | Verizon Community

Corporations External links:

[PDF]Title 8 Corporations – Delaware

NYS Division of Corporations, State Records and UCC

Delaware Code Title 8 Corporations – State of Delaware

Customer experience External links:

GameStop Customer Experience Survey

InMoment – Customer Experience Intelligence

The Truth About Customer Experience

Direct Inward Dialing External links:

What is Direct Inward Dialing (DID) – Twilio

Direct Inward Dialing – Jive Communications

What is DID – Direct Inward Dialing?

Directory External links:

Use Marriott’s Hotel Directory to Conduct Your Hotel Search

Search the Provider Directory – Empire Plan Provider Lookup

E-mail attachment External links:

Where is my E-mail attachment saved after it is opened?

Email address External links:

Find any email address with Clearbit Connect

YOPmail – Disposable Email Address

Unique email address Free & feature-packed

Interactive voice response External links:

Interactive Voice Response – Liveops, Inc.

Supplier Interactive Voice Response (IVR) System

Interactive Voice Response (IVR) – Noridian

Internet fax External links:

Fax Online | Nextiva Internet Fax | Online Fax Service

Internet Fax Service Log In – MetroFax

Internet Fax Services & Solutions |

Line hunting External links:

State line hunting – Home | Facebook

State Line Hunting Ranch –


Location-based routing External links:

Plan for Location-Based Routing in Skype for Business 2015

Plan for Location-Based Routing in Skype for Business 2015

Omnichannel routing External links:

[PDF]inContact Omnichannel Routing

PureConnect Omnichannel Routing | Genesys

CXone Omnichannel Routing – YouTube

Skills-based routing External links:

Skills-Based Routing – FluentStream

Skills-based Routing with Call Center Software | 8×8, Inc.

Skills-Based Routing | Zendesk

Speech recognition External links:

Dictate text using Speech Recognition – Windows Help

Amazon Transcribe – Automatic Speech Recognition – AWS

Speech API – Speech Recognition | Google Cloud Platform

System administrator External links:

CSC System Administrator Overtime Lawsuit

Telephone number External links:

PERS | Emergency Response Telephone Number

[PDF]1 List your business telephone number.

Translation External links:

title translation French | English-French dictionary | …

title translation English to Arabic: Cambridge Dictionary

Spanish Translation | Spanish to English to Spanish Translator

Virtual queue External links:

Agent Assist virtual queue software | VHT

Virtual Queue, Virtual Hold, Virtual Queueing | 8×8, Inc.

How Virtual Queue works? – Contact Center Experiences