These options can either be used to create Voice Menus (ie Phone Trees) or voicemail boxes. Tracking Numbers can be routed directly to Voice Menus. Scroll down for options for creating a voicemail


Creating A Voice Menu (Phone Tree)

Flow → Voice Menus


If you are editing a current Voice Menu, select 'Edit' next to the appropriate listing

If creating a new Voice Menu, select 'New Voice Menu' in the upper right corner.



Phone Tree

Menu Setup

  • Name: What the Voice Menu will be used for 

    • Ex: Main Menu, After Hours Voicemail

  • Description: Optional

  • Schedule: If routing tracking numbers directly to the menu, select the schedule it will route here for (usually business hours)

    • If not routing directly to the voice menu, leave blank

    • Default after hours: Would be where ever you want to send calls outside of the schedule

  • Main Greeting: Upload Phone Tree Recording or Voicemail Message

  • Allow agents to transfer callers to this menu: OFF

 


Input Controls

  • Speech Recognition - Used for Transcriptions

  • Stop playing message on user input = ON

  • Maximum user input (keypad digits): 1

    • Set the Maximum to however many inputs each option has. Most of the time It would be one, as most options only require you to press 1, 2, or 3 to get routed to various departments.

  • Seconds to wait for caller input: 5-10 seconds

    • This is how long it will wait until it will prompt the message again

  • Error message after invalid entry: 'Please try again'

  • How many times should we reprompt the caller before giving up? 

    • However many times you want the message to replay if there's no keypress

  • After giving up: Route to Menu Item

    • Usually, you want it to automatically route to a queue so someone can answer the call

  • Route to the menu item matching keypress: 0 or 1

    • Route it to whatever option you want customer to go to if they don't press a key

  • Click 'Save Changes'



 

Menu Items

These options are based almost entirely on your preferences. Be sure to have a choice for each keypress, and where you want the keypress to route.

  • Different Keypresses can route to the same place (Usually a queue), will often just be tagged differently (ex: New vs. existing customers can both go to a standard CSR queue)

  • You may have each keypress go to a different department (different queues)

  • Select how you want to route each option in the dropdown. Most of the time you will route options to a queue, but you can also route to a specific agent, or another voice menu (like a voicemail box)

  • In MOST cases where you use a phone tree as the main form of routing, it is where tagging will take place. So make sure each option is tagged appropriately

  • Click on ‘Add Menu Item’ to add additional keypress options 





Add Action

The add action dropdown allows you to tell that keypress to perform additional tasks

  • Mainly used to add ‘Tagging’

  • Can also assign that keypress to a specific agent

  • Can also have that keypress run a specific trigger



Numbers

Select the numbers you want to route directly to this menu




Below is a standard set of options for a phone tree:

0 – Call Queue

Play message: Leave blank for no message

Call Queue: Main Queue

Whisper Message to Agent; Leave blank for no message

Add Action -> Tag This call -> ‘no keypress”

+ Add Menu Item


1 - Call Queue

Play message: Leave blank for no message

Call Queue: The queue you want new customers to go to

Whisper Message to Agent; Leave blank for no message

Add Action -> Tag This call -> ‘new customer”

+ Add Menu Item


2 - Call Queue

Play message: Leave blank for no message

Call Queue: The queue you want current customers to go to

Whisper Message to Agent; Leave blank for no message

Add Action -> Tag This call -> ‘current customer”



General/After-Hours Voicemail 

Flows --> Voice Menus --> New



MENU SETUP

Name:  Voicemail Name

Description: Optional

Schedule: Always On

Main Greeting: Leave blank for no message

Tag this call: Add tag for "general voicemail" (or whatever the voicemail will be used for)

Allow agents to transfer callers to this menu = ON

Save Changes


INPUT CONTROLS

Speech Recognition = OFF

Stop playing message on user input = ON

Maximum user input (keypad digits): 1

Seconds to wait for caller input: 0

  • This allows calls that come to this menu to go straight to the voicemail

Error message after invalid entry: Leave blank for no message

How many times should we reprompt the caller before giving up? 1

After giving up: Route to Menu Item

Route to the menu item matching keypress: 1

Save Changes


MENU ITEMS

1 – Leave Message

Play Message: Upload audio file (or record it)

Play beep after message = ON

Record audio = ON

Transcribe voicemail - if you want messages transcribed turn ON

Max recording length: Set a reasonable time frame

Click 'Save Changes'




NUMBERS

Skip this (don't assign any tracking numbers)