A well known family run coach firm approached In2tel with the requirement of having a single number they could use for advertising and then giving the caller the ability to speak directly to a ticket booking agent or to the nearest depot to the caller's location for advice on when the next pick up was.

In2tel designed an IVR system which welcomed the caller, then presented a simple menu offering the caller the option to speak to their local depot for pick up and time information or hold to be put through to the ticket agent. The local depot routing was based on the caller's telephone number and a simple table the customer provided, so Limerick & the surrounding areas callers went to the Limerick Depot, whist Cork went to Cork, Waterford to Waterford and Galway to Galway etc. Mobile callers are harder to identify geographically, so callers were prompted for the area code information and their call then routed based on the information provided.

Then by combining the call routing data and questioning the depots, the customer was able to determine a list of "normally asked questions" and In2tel deployed a self help solution for these questions.