Recepcionista Digital

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Revision as of 16:36, 10 August 2011

Esta herramienta IVR (Interactive Voice Response) permite contestar una llamada con una grabación y ofrecer un numero de opciones a la gente que llama para enviar su llamada automáticamente a la extensión de otra persona o departamento. Por ejemplo si usted crea un IVR y lo rutea a uno de sus números DID, el IVR tomará la llamada y el que llama podriá escuchar "Gracias por llamar a XYZ Inc, para ventas presione 1, para soporte presione 2, etc.

Puntos importantes a considerar antes de crear un IVR

Hay algunos puntos que usted debería tener en cuenta antes de crear las diferentes opciones de su IVR:

A) Grabe el audio y subala al servidor usando la sección Recordings de su Portal.

B) Puede crear opciones que no existan todavía pero que planea usar en un futuro próximo con su IVR (Calling queues, Ring groups, etc).

Create any destinations that don't currently exist and that you plan on using with your IVR destinations.

C) Plan your call flow in advance. You should create all the destinations (child) of your IVR menus before creating the parent IVR's that lead to them.

D) If you find out when creating an IVR that you forgot to create the destination (IVR, Queue etc), don't worry. You can save it, go create the missing element and come back to edit it later.

How to Create a Digital Receptionist (IVR)

To do this, you first need to enter to the customer portal, then select DID numbers menu, option "Digital Receptionist (IVR)", there you should see something like this:

Being in that page, you would need to click on link "Click here to create a new IVR", then you should be able to see this window:

In that section you need to enter the following information:

- Name: you need to set a name that describes this IVR entry

- Recording: here you need to select the recording that people will hear when IVR answers the call.

- Timeout: Maximum time(in seconds) allowed to enter a digit( extension, option ) once the recording is finished.

- Language: here you can select among English, French or Spanish for system messages.

- Voicemail: here you can select between DID voicemail(Mailbox assigned to the DID number routed to IVR) or Account Voicemail(Mailbox of the account or sub account to where points the extension)

Once you have set that information, now you can create the extensions of your IVR, basically you will see this

In that section you have to enter the following information:

- Digit(s): here you need to enter the "number" that people will need to press in order to reach this extension.

- Destination : this is where the extension will point, as you can see in the image above, options will be shown as available if you have created at least one "entry" of each of them.

IMPORTANT NOTE: When creating an IVR menu option, apart from the standard options of 0-9 and *, you can also use 'i' and 't' destinations.  
'i' is used when the caller pushes an invalid button, and 't' is used when there is no response. If those options aren't supplied, the  
default 't' is to replay the menu three times and then hang up, and the default 'i' is to say 'Invalid option, please try again' and replay  
the menu. After three invalid attempts, the line is hung up. Please note that the # Digit is used to confirm user's choice by bypassing the
Digit Time out option and can not be used a choice.

As you can see, in this section you have the following options:

- Remove Last Choice: use this button in case you want to delete the last extension you have created on your IVR.

- Add Another Choice: By default you will see only 3 spaces to create extensions, however if you need more you can use this button.

- Save IVR: use this button to save your IVR.

Once you save the IVR you have created you can see this on customer portal -> DID numbers -> Digital Receptionist(IVR):

As you can see now you have these options:

- Duplicate: in case you want to create another IVR entry with the same options that other you have previously created.

- Edit: use this option in case you want to modify an existing IVR you have created.

- Delete: use this command to delete an IVR entry from your account.