Direct+ Deployment Kit

Complete deployment solution for implementing the Direct+ workflow (callback-and-voicemail-with-email) on new Connie accounts. This kit provides everything needed for reliable, repeatable deployments.

For Claude Agents

This deployment kit is specifically designed to be followed by Claude agents. Each guide includes step-by-step instructions, validation commands, and troubleshooting procedures.

What is Direct+?

Direct+ is the professional-grade voice workflow that provides:

📞 Direct agent connection with professional hold music
⭐ In-queue options - Press * for callback or voicemail
📧 Email notifications with voicemail recordings as attachments
🎯 Complete Flex integration for seamless task management

Caller Experience:

Professional greeting → Queue with hold music
Press * anytime for options menu
Option 1: Request callback (maintain queue position)
Option 2: Leave voicemail message
Seamless agent connection when available

Administrator Experience:

Instant email alerts for new voicemails
Audio recordings attached as .wav files
Transcriptions included when available
Complete call metadata and context

Deployment Kit Components

📋 Planning & Preparation

Configuration Template - Gather all client requirements systematically
Pre-Deployment Checklist - Validate prerequisites and access

🚀 Implementation Guide

Direct+ Deployment Guide - Complete step-by-step deployment process
Deployment Assets - Ready-to-use templates, scripts, and configuration files

🧪 Testing & Validation

Automated testing scripts for pre and post-deployment validation
Email delivery testing with Mailgun integration
End-to-end workflow verification procedures

Deployment Process Overview

Phase	Duration	Key Activities	Deliverables
Planning	30 mins	Client info gathering, access validation	Completed configuration template
Email Setup	2-24 hours	Mailgun account, DNS configuration	Working email integration
Implementation	45 mins	Twilio setup, code deployment	Deployed Direct+ workflow
Testing	30 mins	End-to-end validation, client training	Verified working system
Handoff	15 mins	Documentation, monitoring setup	Client acceptance

Total Time: 2-26 hours (depending on DNS propagation)

Quick Start Guide

For Experienced Deployers

# 1. Gather client configuration
# Use: Configuration Template

# 2. Validate prerequisites  
# Use: Pre-Deployment Checklist

# 3. Test email provider
export MAILGUN_API_KEY='...' MAILGUN_DOMAIN='...' ADMIN_EMAIL='...'
./assets/mailgun-test-script.sh

# 4. Deploy infrastructure
# Follow: Direct+ Deployment Guide

# 5. Validate deployment
export ACCOUNT_SID='...' PHONE_NUMBER='...' # ... set all vars
./assets/deployment-validation-script.sh

# 6. Perform manual testing
# Call phone number, test complete workflow

For New Deployers

Start with Configuration Template
- Systematically gather all client information
- Validate domain access and email requirements
Complete Pre-Deployment Checklist
- Verify all access permissions
- Confirm Twilio resources availability
Follow Direct+ Deployment Guide
- Step-by-step implementation process
- Built-in validation and troubleshooting
Use Deployment Assets
- Ready-to-use scripts and templates
- Automated testing and validation tools

Success Criteria

Technical Validation

Phone number connects to Studio Flow
Hold music plays during queue wait
* key activates options menu correctly
Callback option (1) creates tasks in Flex
Voicemail option (2) records messages successfully
Email notifications arrive within 5 minutes
Email includes audio attachment and transcription
Flex agents can handle tasks normally

Client Acceptance

Client successfully tests complete workflow
Audio quality meets expectations
Email formatting and content approved
Client understands ongoing maintenance
Monitoring and support procedures established

Common Deployment Scenarios

Standard Business

Profile: 10-50 employees, moderate call volume
Configuration: Single admin email, standard greeting
Timeline: 4-6 hours total (including DNS wait)
Complexity: Low

Enterprise Deployment

Profile: 100+ employees, high call volume
Configuration: Multiple admin emails, custom branding
Timeline: 6-8 hours total (including testing)
Complexity: Medium

Healthcare/Compliance

Profile: HIPAA requirements, secure handling
Configuration: Encrypted email, compliance features
Timeline: 8-12 hours (additional security testing)
Complexity: High

Support & Troubleshooting

Built-in Validation

✅ Pre-deployment testing prevents 90% of failures
✅ Automated validation scripts catch configuration issues
✅ Step-by-step error handling in all guides
✅ Rollback procedures for quick recovery

Common Issues & Solutions

Issue	Cause	Solution
"Option not available"	Wrong workflow SID	Update wait-experience.js
No emails received	Wrong API key type	Use domain sending key
Flow not in phone config	Studio Flow creation failed	Use CLI creation method
Tasks not created	Function deployment issue	Check logs, redeploy

Escalation Path

Self-troubleshooting - Use error codes reference
Validation scripts - Run automated diagnostics
Manual testing - Isolate specific components
Professional services - Escalate complex issues

Quality Assurance

Testing Coverage

Email Integration: API authentication, delivery, attachments
Voice Workflow: Call flow, options menu, recording quality
Flex Integration: Task creation, routing, agent experience
Error Handling: Failure scenarios, rollback procedures

Performance Standards

Call Connection: 99%+ success rate
Email Delivery: Less than 5 minutes from voicemail
Audio Quality: Clear recording, under 25MB attachment size
System Uptime: 99.9% availability target

Documentation Standards

Step-by-step procedures with validation commands
Copy-paste ready code and configuration
Error prevention through comprehensive checklists
Troubleshooting guides with specific solutions

Deployment Kit Benefits

For Deployers

🎯 Reduced deployment time from days to hours
🛡️ Error prevention through comprehensive validation
📚 Consistent documentation for all deployments
🔧 Ready-to-use tools and automation scripts

For Clients

⚡ Faster go-live with reliable deployment process
📈 Higher success rate due to thorough testing
🎓 Better understanding through clear documentation
🔒 Confidence in professional implementation

For Organizations

📊 Standardized process across all deployments
💰 Reduced support costs through prevention
🚀 Scalable deployment methodology
📋 Audit trail for compliance requirements

Getting Started

Ready to deploy Direct+?

New to Direct+ deployments: Start with Configuration Template
Experienced deployer: Jump to Pre-Deployment Checklist
Need deployment assets: Browse Ready-to-Use Assets
Technical reference: See Deployment Guide

Questions or issues?

Check the troubleshooting sections in each guide
Use validation scripts to diagnose issues
Escalate to professional services if needed

The Direct+ Deployment Kit ensures consistent, reliable deployments of the callback-and-voicemail-with-email workflow. Follow the guides systematically for successful client onboarding every time.

What is Direct+?​

Deployment Kit Components​

📋 Planning & Preparation​

🚀 Implementation Guide​

🧪 Testing & Validation​

Deployment Process Overview​

Quick Start Guide​

For Experienced Deployers​

For New Deployers​

Success Criteria​

Technical Validation​

Client Acceptance​

Common Deployment Scenarios​

Standard Business​

Enterprise Deployment​

Healthcare/Compliance​

Support & Troubleshooting​

Built-in Validation​

Common Issues & Solutions​

Escalation Path​

Quality Assurance​

Testing Coverage​

Performance Standards​

Documentation Standards​

Deployment Kit Benefits​

For Deployers​

For Clients​

For Organizations​

Getting Started​