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Here is where you specify what happens outside of your scheduled hours, or when there is no agent available to take calls. Click Publish when done configuring the Off-Hours Treatment and No Agent Treatment as detailed below.
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Important: If you have not selected a queue in the Queue tab, the title Queue (unassigned) appears for both the After Hours Treatment and No Agent Treatment. This is to allow you to assign schedule and off-hours before selecting a queue. |
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Prompt:
Description: A description of the prompt to be played after hours (you can type a transcription of the audio file).
Upload file: Click to upload the audio file to play after hours.
Important: The audio file must be in the language you have indicated. will not translate the menu prompt to your selected language.
The subsequent options correspond to the elements of your flow call based on your set up in the Menu step (for example, the image above shows options for Main Menu, Sales department, and Technical Support because these were set up in the Menu step for this IVR). For each of these, you can choose any of the following behaviors: Blind transfer, Voicemail, Hang up.
Proceed as follows based on the behavior you choose.Voicemail: Enter an email address to be used for receiving voicemails.
Prompt
Description: A description of the prompt to be played to let the caller know they’re being sent to a voicemail box (you can type a transcription of the audio file).
Upload file: Click to upload the audio file for the voicemail box transfer.
Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
Important: The audio file must be in the language you have indicated. Easy-IVR will not translate the menu prompt to your selected language.
Blind Transfer: Choose the third-party number to send the caller to. You might need to do this if you want to transfer the caller to another call center (for example, an answering service), another IVR, or an on-call agent’s cellphone.
Note: This is a cold transfer, and the outcome or success of the transfer is unknown.
Hang up: There is nothing else to complete.
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No Agent Treatment
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Prompt:
Description: A description of the prompt to be played after hours (you can type a transcription of the audio file).
Upload file: Click to upload the audio file to play after hours.
Important: The audio file must be in the language you have indicated. will not translate the menu prompt to your selected language.
The subsequent options correspond to the elements of your flow call based on your set up in the Menu step (for example, the image above shows options for Main Menu, Sales department, and Technical Support because these were set up in the Menu step for this IVR). For each of these, you can choose any of the following behaviors: Blind transfer, Voicemail, Hang up.
Proceed as follows based on the behavior you choose.Voicemail: Enter an email address to be used for receiving voicemails.
Prompt
Description: A description of the prompt to be played to let the caller know they’re being sent to a voicemail box (you can type a transcription of the audio file).
Upload file: Click to upload the audio file for the voicemail box transfer.
Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
Important: The audio file must be in the language you have indicated. Easy-IVR will not translate the menu prompt to your selected language.
Blind Transfer: Choose the third-party number to send the caller to. You might need to do this if you want to transfer the caller to another call center (for example, an answering service), another IVR, or an on-call agent’s cellphone.
Note: This is a cold transfer, and the outcome or success of the transfer is unknown.Hang up: There is nothing else to complete.