The opening menu is improving at Manchester. The Directory option splits. One is a longer department listing with dial options. The other is a Names Directory. You can key in the officer's last name on your touch tone pad and it will give you his extension.
Special events is set up as a sort of automated rumor control for special or unusual events.
This avoids your dispatcher being kept busy answering citizens' questions, rather than handling the increased traffic caused by the event. Manchester put Special Events on the main menu. When something is planned or just happens, the details are put into this mail box so everyone can get the straight story from a single source. Just make your menus logical and short, and keeping hammering the idea that all calls left in your mail box MUST be returned. If your citizens have a good experience with your system, they'll feel good about it.