The context
The phone system and CRM needed to support language- and department-based routing, caller identification, call logging, and follow-up after missed calls.
My contribution
I contributed functional requirements and testing for IVR, routing, caller ID, call logging, and voicemail-to-case/email behavior. During user acceptance testing, I identified IVR and notification failures for correction.
The outcome
My work connected operational needs to the integration and helped surface user-facing failures during validation. Engineers handled the underlying integration and advanced configuration.
Decisions behind the work
- Test the path from an incoming call to the appropriate language or department.
- Check that missed-call and voicemail events create the expected follow-up.
- Report routing and notification failures with clear expected behavior.
My contribution was functional coordination and UAT, not sole authorship of the integration infrastructure. No production SMS implementation is claimed.