The Scenario
A medical practice group with clinics in Johannesburg, Pretoria, and Midrand is consolidatng its voice services onto a single cloud PBX tenant. They need a customer-facing phone system with IVR menus, time-of-day schedules, ring groups, and voicemail-to-email. Crucially, they need a failover plan in case load-shedding knocks out power at a specific clinic.
The Brief
Design the complete logical call routing diagram, write the voice prompt script with local language options, and establish a multi-branch failover escalation policy.
Deliverables
- A detailed call flow diagram (described using a Mermaid diagram or formatted text map) from the initial SIP incoming trunk down to final queues or voicemail
- An IVR script script showing exact voice menu options, greeting phrasing, and language selection (e.g. English, isiZulu, Afrikaans)
- A routing table detailing Ring Groups, Queue parameters (waiting time, wrap-up time), and time-of-day schedules (Business hours, lunch, holidays)
- A disaster failover protocol defining what happens to incoming clinic calls when a local clinic's network goes offline
Submission Guidance
Think about the patient experience: avoid long wait times and infinite loops. Ensure the failover routing accounts for local load-shedding realities where clinics lose connectivity for hours.
Submit Your Work
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