Queue Page (DTQ IVR)

Open

Here is where you enter the queue the caller will be directed to. Complete the following information and click Next Step when done.

• Queue: The queue to send the caller to. If the queue you want has not been created yet, click the Create link to create a new queue.

• Playlist for Queue: Configure the music that will be played for the caller as they are directed to the queue.

1. Music: 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. 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.

3. Music: The background music to play while the caller is on hold. Click Play to listen to it.

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 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.

5. Dequeue: See below for more information.

Dequeue Options

Turn on this option to allow callers the ability to not wait in queue.

Open

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, 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.
        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.
        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.