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Menu Page (Menu IVR)

Owned by Karla Melendez
Last updated: Nov 08, 2021
7 min read

 

Here is where you enter the flow call options. Complete the following information and click Next Step when done.

  • Menu Prompt

    • Description: A description of the menu prompt (you can type a transcription of the audio file).

    • Prompt Upload file: Click to upload the audio file for the menu prompt.
      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. will not translate the menu prompt to your selected language.

  • Menu options: The main components of your IVR. The following subsection goes into more details about how to configure the menu options.

IVRs are telephony menu systems, which means you can configure any, some, or all the telephone keys. The menu options page presents all the keys that are available on the telephone so you can configure the keys you want to use for your IVR.

 

You can assign one of three options to each menu option: a Queue, Blind transfer, Voicemail, or Not setup if you choose not to use the key.

 

Decide which keys you want to use in your IVR, and then do the following to configure the keys.

To configure the menu keys:

  1. Pick the option you want to apply to the menu option that corresponds to the telephone key you want to configure for your IVR. Depending on the menu option you pick, proceed as follows.

    • Queue: Complete the following information.

       

      • Choose the queue to send the caller to upon pressing the key. If the queue you want has not been created yet (particularly if your IVR has multiple languages), click the Create link to create a new queue.

      • 1. Music: Choose the background music to play to welcome the caller. Click Play to listen to the music you have chosen.

      • 2. Prompt

        • Description:  A description of the prompt to be played to welcome the caller (you can type a transcription of the audio file).

        • Upload file: Click to upload the audio file for the prompt.
          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.

      • 3. Music: Choose the background music to play while the caller is on hold. Click Play to listen to the music you have chosen.

      • 4. Prompt

        • Description:  A description of the prompt to be played to place the caller on hold. You can choose to let the caller know they’re being transferred to the queue or deliver a promotional message (you can type a transcription of the audio file).

        • Upload file: Click to upload the audio file for the on-hold prompt.
          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.

      • 5. Dequeue: Turn on this option to allow callers the ability to not wait in queue.


        Enter the following information:

        • Music: The name of the file that will play when dequeuing the caller.

        • Prompt

          • Description:  A description of the prompt to be played to place the caller on hold. You can choose to let the caller know they’re being transferred to the queue or deliver a promotional message (you can type a transcription of the audio file).

          • Upload file: Click to upload the audio file for the prompt. The name of the language that appears corresponds to the language you selected in the General page.
            Important: The audio file must be in the language you have indicated. Easy-IVR will not translate the menu prompt to your selected language.

        • 1-9, 0: The keys on the caller’s telephone. Configure any, some, or all the telephone keys to present the caller with options for handling their dequeuing. The options presented correspond to all the keys that are available on the telephone, so you can configure the keys you want to use for your IVR. You can assign one of three options to each key: Blind transfer, Voicemail, Callback, or Not setup if you choose not to use the key.


          Decide which keys you want to use in your IVR, and then do the following to configure the keys.

          • 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.



          • Voicemail: Enter an email address to be used for receiving voicemails to use, and then complete the Prompt information.

            • 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 prompt. The name of the language that appears corresponds to the language you selected in the General page.
              Important: The audio file must be in the language you have indicated. Easy-IVR will not translate the menu prompt to your selected language.

               

          • Callback: Offer this option so the caller can expect to be called back at the number they will provide. You need to configure two prompts for this feature. The first prompt tells the caller to provide the number they want to be called at, and the second prompt is any message you want to play after the caller presses the pound key.

            • Prompt: The first prompt.

              • Description:  A description of the contents of the prompt (you can type a transcription of the audio file).

              • Upload file:Click to upload the audio file for the prompt. The name of the language that appears corresponds to the language you selected in the General page.
                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.

            • Prompt: The second prompt.

              • Description:  A description of the contents of the prompt (you can type a transcription of the audio file).

              • Upload file:Click to upload the audio file for the prompt. The name of the language that appears corresponds to the language you selected in the General page.
                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.

            • Settings: Choose the Caller ID that will appear on the caller’s display when the Agent calls them back.

               

          • Not Setup: Choose for any keys you do not want enabled for your IVR.


    • Blind Transfer: Complete the following information.



      • 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.

    • Voicemail: Complete the following information.



      • 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).

        • Prompt 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.

    • Not Setup: Choose for any keys you do not want enabled for your IVR.

  2. Click Next Step when done.

Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)