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How to configure customized IVRs for multiple departments

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Our regular business hours when there is a live receptionist to answer calls for our Corporate office is from 7:30AM to 7:30PM PST and then the system automatically switches over to the after hours menu. On weekends and holidays, the menu is on all day so will need a way to setup holiday dates and times as well.

Here is the call flow for the corporate companies:

Company1
=====
System Auto Answers
Play "prompt1.wav" file
Press 1 for Customer Service, Queue1
Press 2 for Technical Support
Press 9 to speak to security ( ext 2213 )
Press 0 to leave general voicemail ( Leave on vmail for extension 2201 )

Company2
=====
System Auto Answers
Play "pormpt2.wav" file
Press 1 for Customer Service, Queue2
Press 2 for Technical Support ( Billtech Tech support queue on 3106640000 )
Press 9 to speak to security ( ext 2213 )
Press 0 to leave general voicemail ( Leave on vmail for extension 3201 )

Company3
=====
System Auto Answers
Play "prompt3.wav" file
Press 9 to speak to security ( ext 2213 )
Press 0 to leave general voicemail ( Leave on vmail for extension 4201 )

Answer: 3 companies will share the same working schedule since they have the same business hours. Log into your business admin portal and do the following configurations:

1: Configure working hours and holidays.

2: Add Daytime, Night, Holiday IVR menus for each companies, Comp1Day, Comp1Night, Comp1Holiday, Comp2Day, Comp2Night, Comp2Holiday, Comp2Day, Comp3Night and Comp3Holiday.

3: In each of the IVR menu, select the voice prompt, add buttons and specify its actions.

3: Click on Phone Numbers button, allocate your Phone Numbers by using 'IVR menu w/ working schedule'. Choose the corresponding IVR names.

The system will call your Day, Night, Holiday IVRs according to your defined schedules.

 
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Article details
Article ID: 23
Category: How do I ...
Date added: 2014-12-20 21:52:56
Views: 265
Rating (Votes): Article rated 3.1/5.0 (39)

 
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