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)