A tree mailbox plays a greeting and ends with a prompt to enter a single digit to obtain more information. When the caller presses a digit, the call is transferred to another (child) mailbox or to the operator. A tree mailbox is sometimes called a "bulletin board" mailbox. FCOS 15 is the default Tree FCOS.
Before configuring a tree mailbox, complete a Mailbox Individual Worksheet and a Tree Mailbox Worksheet. (Blank worksheets are available here.) Include the following information:
Mailbox number: Enter the number of all mailboxes that are members of the tree mailbox’s distribution list 01 (child mailboxes) in the remaining boxes.
FCOS: The FCOS assigned to a child mailbox determines its relationship to the tree mailbox and also determines how it is used.
Use one of the default FCOS or a customized FCOS that includes all applicable feature bits. (See Step 2. Create ’Root’ Mailbox with FCOS 15, below.)
List: A tree mailbox must have distribution list 01, whose members are the mailboxes branched to when a caller presses the associated digit.
Members: Identify all child mailboxes as members of distribution list 01 in the tree mailbox.
Greeting recorded: You must record a greeting in the tree mailbox to tell callers which digit to press for the desired mailbox.
Also record appropriate greetings or messages in the child mailboxes.
Use the following steps to configure a simple tree mailbox:
Complete a Mailbox Individual Worksheet and a Tree Mailbox Worksheet.
If required, customize an FCOS based on the default FCOS 15 to add the following optional feature bits:
To route callers who do not enter a digit promptly after the Tree mailbox greeting to the first child mailbox, add feature bit 120 (default to first child of mailbox).
To route these callers to the last child mailbox, include feature bit 186 (default to last child of tree mailbox)
Create a "Root" mailbox and assign the default or customized Tree FCOS.
In the child mailboxes, disable the Tutorial.
Create Distribution List 01 for the Tree mailbox just configured.
Add the numbers of all child mailboxes to this list:
To reach the lowest mailbox number, press 1 after the greeting.
To reach the next mailbox number, press 2, and so on.
Up to 190 child mailboxes can be added.
Record an appropriate greeting in the tree mailbox and all child mailboxes to direct callers to enter the appropriate numbers.
If you delete a mailbox from the list or if you assign new numbers to mailboxes, you must change the greeting to reflect the new order. In other words, you must re-assign list entries because the system assigns caller input digits.
If the appropriate FCOS bits are set (FCOS bits 120 or 186, see Step 2) and callers do not enter a digit after listening to the greeting in a tree mailbox, callers are routed to the attendant’s mailbox or to the first or last child mailbox.
Select the child mailbox that you want to set up as a Tree mailbox.
Configure the mailbox as described under To Configure a Simple Tree Mailbox, above.
Create Distribution List 1 for the newly-configured nested tree mailbox by adding all child mailboxes (related to the nested tree mailbox) as members.
Record a greeting in the nested tree mailbox.
Child mailboxes in the distribution list of a tree mailbox can be tree (or any other type of) mailboxes.
Using NP Receptionist, feature bit 121 (Define tree mailbox) allows a child mailbox to also be a tree mailbox.
Feature bit 141 (Define chain in mailbox in NP Receptionist) allows a child mailbox to act as a chain mailbox.
With these feature bits included in the mailbox’s FCOS, NP Receptionist can route a call from a chain mailbox to a tree mailbox and vice-versa.
Callers can bypass the single-digit tree options if they want to enter an extension number instead. For example: By assigning an FCOS such as Unlimited or Restricted to a child mailbox, callers can leave messages.
The system processes the call according to the FCOS assigned to the selected child mailbox.
If feature bit 120 (Default to first child mailbox of tree mailbox) is included in the FCOS, callers are routed to the first mailbox in the list.
Feature bit 186 (default to last child mailbox of tree mailbox) works similarly by defaulting to the last mailbox in the list.
When the tree mailbox is built in the administrator’s mailbox, the tree mailbox greeting should:
Instruct callers to press the # key (pound) to bypass the single-digit tree options.
State that callers can reach an attendant by pressing 0 (zero).
Note: Be sure to tell callers to press the # key (pound) only while the greeting is playing; at any other time during the call, if callers press #, they are disconnected.
A major hotel chain wants to route callers to a particular reservations desk. The tree mailbox greeting says, "Welcome to Globe Hotels’ world-wide reservation service. Press 1 for hotels in Canada and the US; press 2 for hotels in Mexico and South America; press 3 for hotels in Europe."
To Implement this Arrangement:
Plan for two series of numbers to be processed in the same order:
Mailbox numbers for the three reservations desks.
Single-digit numbers callers press on the telephone keypad to reach these mailboxes. The following table illustrates the example.
|
Department |
Mailbox # |
Digit callers press to reach mailbox |
|
Canada/US |
104 |
1 |
|
Mexico/South America |
106 |
2 |
|
Europe |
107 |
3 |
Assign the Tree FCOS to a standard mailbox that acts as the tree mailbox.
Create standard mailboxes for each reservation desk to act as child mailboxes.
Add the child mailbox number to distribution list 01 of the tree mailbox.
Record a greeting (similar to the one mentioned in this example) for the tree mailbox.