Hold music options and volume
Posted: Sat Jan 18, 2025 10:18 am
The best quality business VoIP services routinely include automated attendants and virtual receptionists for routing calls. Interactive voice response (IVR) technologies are increasingly being used to identify customers’ spoken/touch responses in order to direct calls. Creating an effective phone trees varies in complexity, depending on the number of lines/options.
Phone trees can usually australia telegram be managed via the administrative console. This console will be protected by a series of passwords so that recordings/routing plans can only be changed by the administrator/owner. Recordings can be made using a phone or uploaded from other recording software, and the way they are used can be managed through the console.
Checklist
Before you begin creating a phone tree, it is well worth creating a checklist of what you will need to consider. The following should be
included:
Number of phone lines (extensions)
Language preferences
Voice and touch tone options
Geo-locations of offices/branches
Wait-time notifications
Direct to known extension or person options
Direct dial options
Push to mobile options
Phone payment options, where appropriate
Ways to retain entered information
Option to skip sections
Disability options: TDD or volume adjustments
After-hours options
Caller ID options
Exit routes
Follow-up actions: email/text verification
How will your customers use the system?
When setting up a system, it is crucial to know how your customers will use it. You can gain some of this knowledge from your past experience/call monitoring exercises and there is also plenty of generic research surrounding how people prefer to interact with IVR/automated menus. Some services offer a visual editor to help you map your phone tree (or call flow) but if your provider doesn’t have this, you can easily software such as PowerPoint or Visio to create charts.
Phone trees can usually australia telegram be managed via the administrative console. This console will be protected by a series of passwords so that recordings/routing plans can only be changed by the administrator/owner. Recordings can be made using a phone or uploaded from other recording software, and the way they are used can be managed through the console.
Checklist
Before you begin creating a phone tree, it is well worth creating a checklist of what you will need to consider. The following should be
included:
Number of phone lines (extensions)
Language preferences
Voice and touch tone options
Geo-locations of offices/branches
Wait-time notifications
Direct to known extension or person options
Direct dial options
Push to mobile options
Phone payment options, where appropriate
Ways to retain entered information
Option to skip sections
Disability options: TDD or volume adjustments
After-hours options
Caller ID options
Exit routes
Follow-up actions: email/text verification
How will your customers use the system?
When setting up a system, it is crucial to know how your customers will use it. You can gain some of this knowledge from your past experience/call monitoring exercises and there is also plenty of generic research surrounding how people prefer to interact with IVR/automated menus. Some services offer a visual editor to help you map your phone tree (or call flow) but if your provider doesn’t have this, you can easily software such as PowerPoint or Visio to create charts.