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Configure the IVR to call internal directives and other departments

< Manuali VOIspeed

Scenario: you want the automatic answering machine to route the calls to the ring groups with the selection of a digit; at the same time you want to be able to reach users by directly typing their extension number (typically 2 or more digits). This simulates a sort of two-stage pass-through selection

SOLUTION 1: ideal when you have few users.

  1. Create a root node with a message such as “Welcome to XXXX, if you know the desired extension number, enter it now, otherwise press 1 for the Sales department, 2 for the Administration, 3 for Technical Assistance”. Set the input terminated by character or last digit time expiration; set the action to “go to the next node”;
  2. Create sub-nodes with one-digit dial key for forwarding to ring groups;
  3. Create a subnode for each user with a dial key equal to the extension number.

The IVR obtained will therefore be of the type:

  • Root node with the indicated message, input terminated by character or by last digit expiration; action: go to the next node
  • Subnode 1: input: none; action: forwarding to the Commercial group
  • Subnode 2: input: none; action: forward to administration group
  • Subnode 3: input: none; action: forwarding to service group
  • Subnode 21: input: none; action: forward to user 21
  • Subnode 22: input: none; action: forward to user 22
  • Subnode 301: input: none; action: forward to user 301
  • … and so on

 

SOLUTION 2: ideal when you have a large number of users.

  1. Create a root node with the message Welcome to XXXX, press 1 for the Sales department, 2 for the Administration “, 3 for Technical Assistance; press 9 to enter the desired extension “. Set the 1 digit fixed length input; set the action to go to the next node
  2. Create sub-nodes with one-digit dial key for forwarding to ring groups
  3. Create a subnode with selection key 9, and a message like “Now enter the desired extension“
    • Fixed input (equal to the number of digits of the extensions if all the same) or terminated by character or input waiting time
    • Action: transfer call to user input

The IVR obtained will therefore be of the type:

  • Root node with the indicated message; fixed input 1 digit; action: go to the next node
  • Subnode 1: input: none; action: forwarding to Commercial group
  • Subnode 2: input: none; action: forward to administration group
  • Subnode 3: input: none; action: forwarding to service group
  • Subnode 9: input: fixed length or terminated by character / time; action: transfer call to user input

 

SOLUTION 3: ideal when you have few users whose extensions start with numbers that do not correspond to the choices of the departments (for example extensions from 40 upwards)

  1. Create a root node with a message such as “Welcome to XXXX, if you know the desired extension number, enter it now, otherwise press 1 for the Sales department, 2 for the Administration, 3 for Technical Assistance”. Set the input to a fixed length of 1 digit; set the action to “go to the next node”;
  2. Create sub-nodes with one-digit dial key for forwarding to ring groups;
  3. Create a subnode for each user with a selection key equal to the initial number of the extension (eg 4).
  4. For each user in decade 4, create a subnode of point 3 with a selection key equal to the remaining digits of the extension
    • For extension 40: selection key 0
    • Input: None;
    • Action: Forward to user 40

The IVR obtained will therefore be of the type:

  • Root node with the indicated message, input terminated by character or by last digit expiration; action: go to the next node
  • Sub-node 1: input: none; action: forwarding to Commercial group
  • Sub-node 2: input: none; action: forward to administration group
  • Sub-node 3: input: none; action: forwarding to service group
  • Subnode 4: input: fixed length 1 digit; action: go to the next node
    • Subnode 0: input: none; action: forward to user 40
    • Sub-node 1: input: none; action: forward to user 41
    • … and so on
  • Subnode 5: input: fixed length 1 digit; action: go to the next node
    • Subnode 0: input: none; action: forward to user 50
    • Sub-node 1: input: none; action: forward to user 51
    • … and so on
  • Subnode 6: input: fixed length 2 digits; action: go to the next node
    • Subnode 00: input: none; action: forward to user 600
    • Subnode 21: input: none; action: forward to user 621
    • … and so on
  • … and so on