This list of questions that can be asked to guide the implementation of the reception calllflow :

• Do you want to check for holiday and send an appropriate message in this case ?
• Do you want to check for hours and play an appropriate message when the offices are closed or do you want to activate it manually?
• When the call comes in, do you want to have a greeting message ?
• Do you want to set up an IVR (interactive voice menu) for the language or to select a department ?
• When the phone(s) ring(s), do you want the caller to hear music or a ringing tone ?
• For how long does the caller have to wait in the queue to be answered before going to the next step ?
• If everyone is busy in the queue, does it have to go to the next step (or waiting for someone to be freed until the timeout) ?
• Do you want to have a periodic announcement which asks to wait, announce the position in the queue or give an estimated hold time ?
• What to do when the first reception group does not answer :
  • Can another phone (or several) ring (this is recommended as it will help you in case of failure, crash, ...) ?
  • At the end, will the call go to a voicemail (which voicemail box?), an IVR (interactive voice menu), directly forwarded to another extension, just play a prompt or play a busy tone ?