Displaying the IVRs Page
The following figure shows an example of the IVRs page. The button at the top-right side of the page refreshes the information on the page.
Where to go from here: From the IVRs page, you can:
The following procedure describes how to add IVRs.
- From the IVRs page, click the Add IVR button. The Add an IVR pop-up window appears.
- Complete the fields (see Table 6-1).
Table 6-1. Adding/Editing an IVR
|Name||Enter a name for this IVR. The name should allow you to differentiate this IVR from other IVRs you configured.|
Editing an IVR: read-only field that shows the extension.
|Time Frame||Select a time frame to which this answering rule will be applied. Choices shown are the ones previously configured using the procedure under 'Adding Time Frames'.|
3. Click Continue. A page similar to the following appears.
4. Complete the fields (see Table 6-2).
|IVR Name||This is the IVR name you entered on the previous page. Use this field to change the name if required.|
|Extension||Read-only field that shows the extension associated with this IVR that you entered on the previous page.|
Click the icon to display the Manage Greetings pop-up window and play, upload, record or delete greetings. See "Recording Intro Greetings and Menu Prompts'.
Click in the text box or click the icon to upload or record a menu prompt (see 'Recording Intro Greetings and Menu Prompts').
|Dial Pad Menu||
Routes calls to one of a variety of resources when a caller selects that option. Click a number and then select an application from the following pop-up:
Click this button to open a pop-up window with the following options. Click Done when finished:
5. Click Save.
Recording Intro Greetings and Menu Prompts
"Thank you for calling Acme Corporation. You've reached us outside normal business hours."
A menu prompt might be:
“Press 1 for sales, press 2 for marketing, or press 0 for operator assistance.”
Separating intro greetings from menu prompts allows you to change greetings for holidays or night-time hours, for example, without re-recording the entire message.
To record an intro greeting:
- From IVRs page, click the icon next to Intro Greetings. A Manage Greetings pop-up window appears.
- From this pop-up window:
- To play a greeting, click the icon.
- To upload new greeting, hover over it and then click the icon on the right side of the row. For New Greeting, click Upload. Click the Browse button, navigate to the MP3 or WAV file you want to use for your greeting, click the file and click Open. Click Upload.
- To record a new greeting, hover over it and then click the icon on the right side of the row. For New Greeting, click Record. In the Call me at field, enter the number to call (either an extension or a telephone number such as your mobile phone) and click Call. Your phone will be called. At the prompt, record the new greeting and then press # when you finish your recording.
- To delete a recording, hover over it and click the icon at the far right of the row. At the confirmation prompt, click Yes to delete the recording or No to retain it.
- When you finish, click Add Greeting followed by Done.
To record a menu prompt:
- From the IVRs page, under Menu Prompt, click either the field Click to add a new menu prompt or click the icon next to the field. Either step displays a Manage Audio pop-up window similar to the following:
2. Complete the fields (see Table 6-3).
Table 6-3. Manage Audio Settings
|Description||Enter a name for this greeting. The name should allow you to differentiate this greeting from other greetings you recorded.|
Select whether to upload or record a greeting. Greetings must be in MP3 or WAV format. Choices are:
3. Click Save in the Manage Audio pop-up window.
There might be times when you need to edit IVRs.
- From the IVRs page, either
- Click a name OR
- Hover over a name and then click the icon at the far right of the IVRs page. For example:
- Complete the fields (see Table 6-2 on page 51).
- Click Save.
If you no longer need an IVR, you can delete it from the system.
- From the IVRs page, hover over the IVR and then click the icon at the far right of the row. A confirmation prompt appears.
- Click Yes to delete the IVR or No to retain it.
IVR Best Practices
When configuring your IVR, observe the following best practices:
- Consider your callers. Do they know with whom they want to talk or what function they need (customer service, sales and so on)? Taking your callers into account will help you determine how to configure your IVR.
- If callers know with whom they want to talk, assist them by providing options such as:
- "Dial your party's extension at any time."
- "Press x for a dial by name directory."
- "Press x for the first available person/general voicemail."
- "Press 1 for Bob, 2 for Susan," and so on. However, this approach does not scale well.
- If callers do not know a specific person but need a function, provide options such as:
- "Press x for a dial by name directory."
- "For sales, press 1."
- "For customer service, press 2."
- "For accounting, press 3."
Keep greetings brief. Do not flood callers with too much information (hours, directions, fax numbers). Instead, place that information into a 'play message' option.