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| | | | Holidays, After Hours, No Agents, to a queue from a menu, to the callback function.
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| | | | Holidays, After Hours, No Agents, from a menu to a queue, from a queue to the callback function.
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| | | | Anywhere in the flow. Welcome prompt, disclaimer, info messages, self-serve messages, after hours message, holidays message, no agents message.
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| | | Client wants to give a caller three options to direct their call. Options can go to a queue, to an info-message, to another menu (sub, tertiary menus), transfer to another phone number, to voicemail.
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| | Menu presented to callers to select their language of choice. Dictates the folders that all prompts will be housed in from this point forward. Up to and including menu prompts are in the General or Any folder. Any prompts spoken after the language menu will be in English, French, or Spanish language folders. Language-specific prompts will share the same ID number. For example, Main Menu (103) will be recorded in English and French.
| A company wants to offer multiple languages (e.g. French and English). Welcome Message and Language Menu will be spoken in all languages selected. All prompts after the Language Menu are recorded multiple times. For example, an IVR offering both English and French, messages are recorded once in each language).
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| | Emergency messages that can be turned on and off by the administrator at will. Left terminal: to termination. Right terminal: to voicemail Bottom terminal: carry on in to the IVR after bulletin plays These instructions correspond to configuration in the Admin Portal for Bulletin behavior. Can be placed at the front of the IVR where all callers will hear the message, or can be placed per queue so only specific callers will hear the message.
| Exchange server has crashed and no-one can get e-mail. Help desk is getting flooded with calls, wants to let callers know they are aware and working on resolving the problem without having to take the calls. One of the bulletin prompts is recorded with an information message. IVR-level bulletin is activated. Help Desk still needs to get other calls so they configure the bulletin to continue in to the system after the exchange server message plays.
| IVR-level bulletins are generally placed with the initial system checks so that any emergency bulletin will play close to the beginning of the call. Queue level bulletins are generally placed after callers make a menu selection to go to a specific queue, but before they are in the queue waiting for an agent.
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| | | Client is closed for Thanksgiving. In the Admin Portal the holiday "Thanksgiving" is created. On the date set for Thanksgiving, instead of going to the regular call flow, at the holiday check the caller is re-directed to a holiday message. Caller gets a new menu where they have the option to leave a message for non-urgent enquiries or to be directed to an after-hours service for urgent requests.
| Holidays will generally be configured as an IVR-level system check. In situations where a specific queue is open and all others are not, the holiday check would be placed before each queue. This function is most often accompanied by a spoken prompt and then whatever call flow options the client requires.
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| | | Client is closed for the day. In the Admin Portal the hours have been set to open at 8 a.m. and close at 6 p.m. When a call is received after-hours, instead of going to the regular call flow, at the after-hours check the caller is re-directed to an after-hours message. Caller hears a message that the office is closed and given the option to leave a voicemail.
| After Hours will generally be configured as an IVR-level system check. In situations where a specific queue is open and all others are not, the after-hours check is placed before each queue. This function is most often accompanied by a spoken prompt and then whatever call flow options the client requires.
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| | This is where users configure the in-queue mix of message and music entertainment for callers on hold. This is where users prioritize calls at the time of entering the queue; call priority can take its value from the Call Priority List or from a Variable. Left terminal: for the forced dequeuer behavior. Right terminal: for customer-selected options (VM, callback).
| While callers are in queue, they will hear a short music interlude, the client then wants to play a comfort message that says the usual "thank you for holding" information. More music and then hear another message with the option to callback. When using variables, set priority for the call before the queue is selected, therefore once that call is waiting in queue, it will take priority over other calls in that queue. A caller calls from a specific ANI or DNIS where the ANI or DNIS is recognized as a VIP client; the ANI and/or DNIS is set with a higher priority in queue with a better chance of getting answered first. When using variable setting, use in conjunction with the Set Variable BF and Conditional Variable.
| This function is used for each queue. At minimum, the queue should have looping music so a caller is not listening to dead air. Customer-selected option must lead to Key Pressed On Hold BF.
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| | | Callbacks, the client asks callers to input their 10-digit phone numbers when callers are unable to speak to an agent. A prompt is recorded with instructions to leave a phone number. Caller hears a beep and inputs his 10-digit phone number
| Preceded by a spoken prompt. Followed by one of three spoken prompts: success message, failure message, and invalid entry with ability for re-entry.
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| | | | Wait for Key will generally be configured as an IVR-level system check. In situations where a specific queue is open and all others are not, the Wait for Key check is placed before each queue. This function is most often accompanied by a spoken prompt and then whatever call flow options the client requires.
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| | | Fire alarm sounds in the building. Everyone must leave immediately. There is a protocol that power is immediately cut to the building. No agents are logged in to the software. When a call is received during this condition, instead of going to the regular call flow, the No Agents Available message will play and the call will be terminated.
| No Agents is generally configured as an IVR-level system check. In situations where a specific queue is staffed by unique groups of people, not likely affected the same way as the other queues, the No Agents check is placed before each queue. This function is most often accompanied by a spoken prompt and then whatever call flow options the client requires.
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| | | | Must be preceded by Wait For Agent BF. Is followed by a link out to another function, voicemail, blind transfer, information message, etc.
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| | | After hours, the client decides to ask callers to leave a voicemail for follow-up the next day. A prompt is be recorded with instructions to leave a voicemail. Caller hears the beep and leaves a message.
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| | | If no agents are logged in, a client has a third party that takes their calls for disaster recovery purposes. When the IVR detects that no agents are logged in it will send the caller to the third party for assistance. Allows for recordings for blind transfers from the IVR.
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