Service desk telephony onboarding & transition

As part of implementing a new, or onboarding an existing, service desk it is important to ensure that the support channels are seamlessly transitioned.

Whilst channels such as email, webchat, and ticketing systems are usually just a case of creating new accounts and process flows, the telephony system has a greater number of variations and requires greater consideration.

DDI assignment or integration

If ESG is implementing a new service desk, then new ‘direct dial in’ (DDI) telephone numbers are assigned to the process. For convenience the DDIs are created locally to the geographies that the end-users are located in. The end-users simply call the numbers and are routed to the IVR.

If ESG is onboarding or co-hosting an existing system, then the client has the choice to maintain the use of their existing IVR or to avail themselves of ESG’s system.

Using the existing IVR:

If the client prefers to continue to use their existing system, then, by simply creating and forwarding details of extensions to ESG, the new support personnel at ESG can receive incoming calls. Our systems engineers can assist in this and any aspect of amendment of an existing PBX.

Utilising ESG’s IVR:

To redirect an existing DDI, or a block of existing DDIs, to ESG’s system we migrate the existing DDIs to our system using ‘number porting’. This option can be easily accomplished but does require the cooperation of the client’s current telephony provider.
Occasionally it is not possible to port a particular number, but ESG will advise where this is the case. In these instances, we can redirect the existing DDI(s) to new DDI(s) which will direct to ESG’s IVR. The calls will be considered as outbound calls by the existing service provider and may occur charges. An alternative is that ESG can set up new DDI(s) for the end-users which will direct to ESG’s IVR.



‘Direct dial-in’ (DDI) telephone numbers are the main ‘board numbers’ which are provided to the end-user, and which typically redirect over VOIP to an IVR.


An Interactive Voice Response (IVR) is an automated phone system feature that end-users can utilise, via voice or touch-tone dialing. A menu, often nested, is provided to the end user to route to the optimum call-taker or group of call-takers. In an IVR set up for a service desk then the IVR might automatically direct to a Level 1 (Tier 1) operator who will triage and aim to handle the call to resolution.


Extensions are created as endpoints in the IVR such as the destination of an incoming call to service desk operatives. Typically, softphones are provided to support agents with the extension login details and are protected by security keys.

Incoming calls:

Incoming calls from DDIs can be received on single or multiple extensions, the latter achieved through ring groups/hunt groups. The same extensions can receive calls from multiples DDIs.

Outgoing calls:

The facility for support personnel to make outbound calls can be enabled or restricted according to agreed criteria such as to specific geographies or DDIs.

Call transfer:

Calls can be transferred by support personnel using a softphone, either from one extension to another, to a ring group, to a queue, a voicemail, or to an external DDI.

Call recording:

Incoming calls can be recorded at the extension level for purposes of end-user satisfaction and agent monitoring and is especially useful in the transition periods. Calls can be recorded on the PBX system as well as on the SIP softphone.

Voice mail:

Voice mail can be incorporated into the IVR to be initiated after a delay or at the request of the caller. This recording can then be forwarded by email to relevant members of the support team for action.

Call-back automation:

Call-back automation allows end-users to schedule a call-back from a member of the support team if the end-user lacks the time or patience to queue for an available support agent. The IVR system can record the details of the end user and schedule a return call.

Self-service actions:

End-users can perform certain actions without the requirement for a support agent. The most used example in service desk IVRs is the function to redirect to self-service knowledge bases (Tier 0 support level).

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