Call Menus
A Call Menu gives you the ability to create IVR (Interactive Voice Response) Menus, for instance: “Press 1 for to speak to an agent or press 2 to leave a callback voicemail”.
You can get to the Add Call Menu screen by clicking on the "ADD A NEW CALL MENU" link in the INBOUND section. When adding a new Call Menu you must make sure that you set the Menu ID and Menu Name or the submission will not be accepted. Also, please make sure that the Menu ID you have chosen does not have any spaces or punctuation characters other than letters, numbers, underscores “_” or dashes “-”. Once you create a Call Menu you will not be able to change that Menu ID unless you delete the Call Menu and re-create it again with a different Menu ID. You cannot have duplicate Menu IDs in the system, and Menu IDs must be between 2 and 50 characters in length.
Menu ID:
This is the ID for this step of the call menu. This will also show up as the context that is used in the dial-plan for this call menu.
Menu Name:
This field is the descriptive name for the call menu.
Admin User Group:
This is the administrative user group for this Call Menu, it allows admin viewing of this Call Menu to be restricted by user group. Default is --ALL-- which allows any admin user with user group Call Menu permissions to view this Call Menu entry.
Menu Prompt:
This field contains the file name of the audio prompt to play at the beginning of this menu. You can enter multiple prompts in this field and the other prompt fields by separating them with a pipe character. You can add NOINT directly in front of an audio file name to make it so the playback cannot be interrupted with a key press by the caller, the NOINT should not be a part of the filename, it is a special flag for the system. You may also use special purpose .agi scripts in this field as well like the cm_date.agi script, discuss with your administrator for more details.
Menu Timeout:
This field is where you set the timeout in seconds that the menu will wait for the caller to enter in a DTMF choice. Setting this field to zero 0 will mean that there will be no wait time after the prompt is played.
Menu Timeout Prompt:
This field contains the file name of the audio prompt to play when the timeout has been reached. Default is NONE to play no audio at timeout.
Menu Invalid Prompt:
This field contains the file name of the audio prompt to play when the caller has selected an invalid option. Default is NONE to play no audio at invalid.
Menu Repeat:
This field is where you define the number of times that the menu will play after the first time if no valid choice is made by the caller. Default is 1 to repeat the menu once.
Menu Time Check:
This field is where you can select whether to restrict the Call Menu access to the specific hours set up in the selected Call Time. If the Call Time is blank, this setting will be ignored. Default is 0 for disabled.
Call Time:
This is the Call Time ID that will be used to restrict calling times if the Menu Time Check option is enabled.
Track Calls in Real-Time Report:
This field is where you can select whether you want the call to be tracked in the Real-time screen as an incoming IVR type call. Default is 1 for active.
Tracking Group:
This is the ID that you can use to track calls to this Call Menu when looking at the IVR Report. The list includes CALLMENU as the default as well as all of the In-Groups.
Log Key Press:
This option if enabled will log the DTMF key press by the caller in this Call Menu. Default is 0 for disabled.
Log Field:
If the Log Key Press option is enabled, this optional setting can allow the response to also be stored in this list field. vendor_lead_code, source_id, phone_code, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, alt_phone, email, security_phrase, comments, rank, owner, status, user. Default is NONE for disabled.
Option:
This field is where you define the menu option, possible choices are: 0,1,2,3,4,5,6,7,8,9,*,#,A,B,C,D,TIMECHECK. The special option TIMECHECK can be used only if you have Menu Time Check enabled and there is a Call Time defined for the Menu.
To delete an Option, just set the Route to REMOVE and the option will be deleted when you click the SUBMIT button.
TIMEOUT will allow you to set what happens to the call when it times out with no input from the caller.
INVALID will allow you to set what happens when the caller enters an invalid option. INVALID_2ND and 3RD can only be active if INVALID is not used, it will wait until the second or third invalid entry by the caller before it executes the option.To delete an Option, just set the Route to REMOVE and the option will be deleted when you click the SUBMIT button.
Option Route:
This menu contains the options for where to send the call if this option is selected: CALLMENU,INGROUP,DID,HANGUP,EXTENSION,PHONE. For CALLMENU, the Route Value should be the Menu ID of the Call Menu that you want the call sent to. For INGROUP, the In-Group that you want the call to be sent to needs to be selected as well as the other 5 options that need to be set to properly route a call to an Inbound Group. For DID, the Route Value needs to be the DID pattern that you want to send the call to. For HANGUP, the Route Value can be the name of an audio file to play before hanging up the call. For EXTENSION, the Route Value needs to be the dialplan extension you want to send the call to, and the Route Value Context is the context that extension is located in, if left blank the context will default to default. For PHONE, the Route Value needs to be the phone login value for the phones entry that you want to send the call to. For VOICEMAIL, the Route Value needs to be the voicemail box number, the unavailable mesage will be played. For AGI, the Route Value needs to be the agi script and any values taht need to be passed to it. VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.
In-Group:
If the Route is set to INGROUP, then there are many options that you can set to define how the call is sent to into the queue. In-Group is the inbound group that you want the call to go to. Handle Method is the way you want the call to be handled, Click here to see a list of the available handle methods. Search Method defines how the queue will find the next agent, recommend leave this on LB. List ID is the list that the new lead is inserted into, also if the Method is not a LOOKUP method and the lead is not found. Campaign ID is the campaign to search lists through if one of the RC methods is used. Phone Code is the phone_code field entry for the lead that is inserted with. VID Enter Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to ask the customer to enter their ID. VID ID Number Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played after customer enters their ID, something like YOU HAVE ENTERED. VID Confirm Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to confirm their ID, something like PRESS 1 TO CONFIRM AND 2 TO REENTER. VID Digits is used if the Method is set to one of the VIDPROMPT methods, if it is set to a number it is the number of digits that must be entered by the customer when prompted for their ID, if set to empty or X then the customer will have to press pound or hash to finish their entry of their ID.
Handle Method:
If Route is set to IN_GROUP, then this is the call handling method used for these calls. CID will add a new lead record with every call using the Caller ID as the phone number, CIDLOOKUP will attempt to lookup the phone number by the Caller ID in the entire system, CIDLOOKUPRL will attempt to lookup the phone number by the Caller ID in only one specified list, CIDLOOKUPRC will attempt to lookup the phone number by the Caller ID in all of the lists that belong to the specified campaign, CLOSER is specified for VICIDIAL Closer calls, ANI will add a new lead record with every call using the ANI as the phone number, ANILOOKUP will attempt to lookup the phone number by the ANI in the entire system, NILOOKUPRL will attempt to lookup the phone number by the ANI in only one specified list, XDIGITID will prompt the caller for an X digit code before the call will be put into the queue, VIDPROMPT will prompt the caller for their ID number and will create a new lead record with the Caller ID as the phone number and the ID as the Vendor ID, VIDPROMPTLOOKUP will attempt to lookup the ID in the entire system, VIDPROMPTLOOKUPRL will attempt to lookup the vendor ID by the ID in only one specified list, VIDPROMPTLOOKUPRC will attempt to lookup the vendor ID by the ID in all of the lists that belong to the specified campaign. Default is CID. If a CIDLOOKUP method is used with ALT, it will search the alt_phone field for the phone number if no matches are found for the main phone number. If a CIDLOOKUP method is used with ADDR3, it will search the address3 field for the phone number if no matches are found for the main phone number and optionally the alt_phone field.
Search Method:
If Route is set to IN_GROUP, then this is the agent search method to be used by the inbound group.
LO is Load-Balanced-Overflow and will try to send the call to an agent on the local server before trying to send it to an agent on another server.
LB is Load-Balanced and will try to send the call to the next agent no matter what server they are on.
SO is Server-Only and will only try to send the calls to agents on the server that the call came in on.
Default is LB.
List ID:
If Route is set to IN_GROUP, then this is the List ID that leads may be searched through and that leads will be inserted into if necessary.
Campaign ID:
If Route is set to IN_GROUP, then this is the Campaign ID that leads may be searched for in if the call handle method is CIDLOOKUPRC.
Phone Code:
If Route is set to IN_GROUP, then this is the Phone Code used if a new lead is created.
VID Enter Filename:
VID Enter Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to ask the customer to enter their ID.
VID ID Number Filename:
VID ID Number Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played after customer enters their ID, something like YOU HAVE ENTERED.
VID Confirm Filename:
VID Confirm Filename is used if the Method is set to one of the VIDPROMPT methods, it is the audio prompt played to confirm their ID, something like PRESS 1 TO CONFIRM AND 2 TO REENTER.
VID Digits:
VID Digits is used if the Method is set to one of the VIDPROMPT methods, if it is set to a number it is the number of digits that must be ebtered by the customer when prompted for their ID, if set to empty or X then the customer will have to press pound or hash to finish their entry of their ID.