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Direct+ Configuration Template

Use this template to gather all required configuration information before deployment. This ensures consistent data collection and prevents deployment delays.

For Claude Agents

Copy this template at the start of every Direct+ deployment. Fill in each section completely before proceeding with technical setup.

Client Organization Information​

Basic Details​

organization:
  name: "____________________________________"
  industry: "____________________________________" 
  size: "____________________________________" # (small/medium/large enterprise)
  primary_domain: "____________________________________"
  website: "____________________________________"

Primary Contacts​

contacts:
  technical_lead:
    name: "____________________________________"
    email: "____________________________________"
    phone: "____________________________________"
    role: "____________________________________"
  
  administrator:
    name: "____________________________________"
    email: "____________________________________"
    phone: "____________________________________"
    role: "____________________________________"
  
  business_owner:
    name: "____________________________________"
    email: "____________________________________"
    phone: "____________________________________"
    role: "____________________________________"

Voice Channel Configuration​

Phone Number Setup​

phone_configuration:
  target_number: "____________________________________" # Format: +1XXXXXXXXXX
  current_provider: "____________________________________" # (Twilio/other)
  current_configuration: "____________________________________" # (IVR/direct/forwarding)
  porting_required: [ ] Yes [ ] No
  go_live_date: "____________________________________"

Call Handling Preferences​

call_handling:
  business_hours:
    timezone: "____________________________________" # (EST/PST/CST/MST)
    monday: "______ AM to ______ PM"
    tuesday: "______ AM to ______ PM"
    wednesday: "______ AM to ______ PM"
    thursday: "______ AM to ______ PM"
    friday: "______ AM to ______ PM"
    saturday: "______ AM to ______ PM" # (or "Closed")
    sunday: "______ AM to ______ PM" # (or "Closed")
  
  expected_volume:
    daily_calls: "____________________________________"
    peak_hours: "____________________________________"
    seasonal_variations: "____________________________________"
  
  agent_capacity:
    total_agents: "____________________________________"
    concurrent_calls: "____________________________________"
    average_handle_time: "____________________________________" # minutes

Workflow Configuration​

Direct+ Features Selection​

workflow_features:
  callback_option:
    enabled: [ ] Yes [ ] No
    queue_position_maintained: [ ] Yes [ ] No
    callback_timeframe: "____________________________________" # (immediate/business hours/custom)
  
  voicemail_option:
    enabled: [ ] Yes [ ] No
    maximum_length: "____________________________________" # seconds (default: 300)
    transcription_enabled: [ ] Yes [ ] No
  
  hold_experience:
    music_type: [ ] Default Twilio [ ] Custom audio [ ] Silence
    custom_audio_url: "____________________________________" # (if custom)
    periodic_announcements: [ ] Yes [ ] No
    queue_position_updates: [ ] Yes [ ] No

Greeting Configuration​

greeting_preferences:
  greeting_type: [ ] AI Generated [ ] Client Recorded [ ] Professional Service
  
  # For AI Generated:
  voice_type: [ ] Professional Female [ ] Professional Male [ ] Custom
  script_template: [ ] Standard [ ] Industry Specific [ ] Custom
  
  # For Client Recorded:
  audio_file_provided: [ ] Yes [ ] No
  audio_file_url: "____________________________________"
  
  # Custom script (fill in desired greeting):
  custom_script: |
    ____________________________________
    ____________________________________
    ____________________________________
    ____________________________________

Email Notification Configuration​

Email Provider Setup​

email_configuration:
  provider: [ ] Mailgun [ ] SendGrid [ ] Custom SMTP
  
  # Domain configuration:
  email_subdomain: "voicemail.____________________________________"
  # Example: voicemail.helpinghand.org
  
  dns_management:
    dns_provider: "____________________________________" # (Cloudflare/GoDaddy/Namecheap/other)
    dns_admin_contact: "____________________________________"
    dns_admin_email: "____________________________________"

Notification Recipients​

email_recipients:
  primary_admin:
    email: "____________________________________"
    name: "____________________________________"
    role: "____________________________________"
  
  secondary_admin:
    email: "____________________________________" # (optional)
    name: "____________________________________"
    role: "____________________________________"
  
  additional_recipients:
    - email: "____________________________________"
      name: "____________________________________"
      role: "____________________________________"
    # Add more as needed
  
  notification_preferences:
    send_separate_emails: [ ] Yes [ ] No # (separate vs single email with multiple recipients)
    include_transcription: [ ] Yes [ ] No
    include_audio_attachment: [ ] Yes [ ] No
    file_size_limit: "______ MB" # (default: 25MB)

Email Template Customization​

email_template:
  template_type: [ ] Standard [ ] Branded [ ] Custom
  
  branding_elements:
    organization_logo: [ ] Include [ ] Skip
    logo_url: "____________________________________"
    brand_colors: "____________________________________"
    header_text: "____________________________________"
    footer_text: "____________________________________"
  
  custom_subject_line: "____________________________________"
  # Default: "New Voicemail from [PHONE_NUMBER]"
  
  custom_signature: |
    ____________________________________
    ____________________________________
    ____________________________________

Technical Environment Configuration​

Twilio Account Details​

twilio_configuration:
  account_sid: "AC____________________________________"
  workspace_sid: "WS____________________________________"
  workflow_sid: "WW____________________________________" # "Assign to Anyone" workflow
  
  existing_features:
    - feature_name: "____________________________________"
      status: "____________________________________"
    # List all currently enabled features
  
  environment_type: [ ] Development [ ] Staging [ ] Production
  deployment_domain: "custom-flex-extensions-serverless-____-dev.twil.io"

Integration Requirements​

integrations:
  crm_system:
    provider: "____________________________________" # (Salesforce/HubSpot/Zendesk/None)
    integration_required: [ ] Yes [ ] No
    api_access_available: [ ] Yes [ ] No
  
  external_systems:
    - system_name: "____________________________________"
      integration_type: "____________________________________"
      api_available: [ ] Yes [ ] No
    # Add more as needed
  
  analytics_tracking:
    provider: "____________________________________" # (Google Analytics/Mixpanel/Custom)
    tracking_required: [ ] Yes [ ] No
    events_to_track: "____________________________________"

Quality & Compliance Requirements​

Audio Quality Standards​

quality_requirements:
  recording_quality: [ ] Standard [ ] High [ ] Highest
  audio_format: [ ] WAV [ ] MP3 [ ] Client Preference
  compression_acceptable: [ ] Yes [ ] No
  
  transcription_accuracy:
    minimum_acceptable: "______ %" # (typical: 80-90%)
    industry_terminology: [ ] Standard [ ] Medical [ ] Legal [ ] Technical
    custom_vocabulary_needed: [ ] Yes [ ] No
    custom_terms: "____________________________________"

Compliance & Security​

compliance:
  industry_regulations:
    - [ ] HIPAA (Healthcare)
    - [ ] PCI DSS (Payment Cards)
    - [ ] SOX (Financial)
    - [ ] GDPR (EU Data Protection)
    - [ ] CCPA (California Privacy)
    - [ ] Other: "____________________________________"
  
  data_retention:
    voicemail_retention_period: "______ days"
    email_retention_period: "______ days"
    transcription_retention_period: "______ days"
    
  data_privacy:
    encryption_required: [ ] In Transit [ ] At Rest [ ] Both
    data_residency_requirements: "____________________________________"
    third_party_sharing_restrictions: "____________________________________"

Testing & Acceptance Criteria​

Testing Requirements​

testing_plan:
  test_phone_numbers:
    internal_test: "____________________________________"
    client_test: "____________________________________"
    external_test: "____________________________________"
  
  test_scenarios:
    - [ ] Direct call to agent
    - [ ] Call during busy period (queue experience)
    - [ ] Callback request (option 1)
    - [ ] Voicemail recording (option 2)
    - [ ] Email notification delivery
    - [ ] Audio attachment quality
    - [ ] Transcription accuracy
    - [ ] Flex task handling
  
  acceptance_criteria:
    call_connection_success_rate: "______ %" # (typical: 99%+)
    email_delivery_time: "within ______ minutes"
    audio_quality_score: "______ /10"
    transcription_accuracy: "______ %"

Go-Live Planning​

deployment_schedule:
  preferred_go_live_date: "____________________________________"
  preferred_go_live_time: "____________________________________" # (consider business hours)
  
  rollback_requirements:
    maximum_downtime_acceptable: "______ minutes"
    rollback_trigger_criteria: "____________________________________"
    emergency_contact_procedure: "____________________________________"
  
  post_deployment:
    monitoring_period: "______ days"
    check_in_schedule: "____________________________________"
    training_required: [ ] Yes [ ] No
    documentation_handoff: [ ] Yes [ ] No

Additional Requirements & Notes​

Special Requirements​

special_considerations:
  multilingual_support:
    required: [ ] Yes [ ] No
    languages: "____________________________________"
  
  accessibility_requirements:
    hearing_impaired_support: [ ] Yes [ ] No
    tty_support: [ ] Yes [ ] No
    
  business_specific:
    industry_specific_features: "____________________________________"
    custom_workflows: "____________________________________"
    unique_requirements: "____________________________________"

Notes & Comments​

additional_notes:
  client_concerns: |
    ____________________________________
    ____________________________________
    ____________________________________
  
  technical_constraints: |
    ____________________________________
    ____________________________________
    ____________________________________
  
  timeline_constraints: |
    ____________________________________
    ____________________________________
    ____________________________________
  
  budget_considerations: |
    ____________________________________
    ____________________________________
    ____________________________________

Configuration Summary​

Deployment Readiness Checklist​

Once this template is complete, verify:

  • All contact information collected and verified
  • Phone number configuration details confirmed
  • Email setup requirements documented
  • DNS access and permissions confirmed
  • Twilio account details gathered
  • Testing plan agreed upon
  • Go-live schedule established
  • Compliance requirements understood

Next Steps​

With this configuration template complete:

  1. Validate Information: Confirm all details with client stakeholders
  2. Technical Verification: Verify Twilio account access and resources
  3. Begin Deployment: Use Pre-Deployment Checklist
  4. Schedule Deployment: Follow Direct+ Deployment Guide

This comprehensive configuration template ensures all requirements are captured before deployment begins, reducing deployment time and preventing configuration-related issues.