Let’s Talk’s Call Center feature provides many exciting upgrades to our Basic Telephony service. This article will review two of Call Center’s most popular upgrades: IVR Routing and Business Hours.
IVR Routing - Definition and Use
Interactive Voice Response (IVR) is a call routing system that allows callers to interact with a menu using their phone's keypad. Our Call Center feature allows you to configure IVR menus to route users to the right queue or voice memos.
IVR Settings in Let's Talk
Users can create multiple IVR Menus on the IVR settings page. Within each IVR Menu, you can configure a greeting message or routing instructions to be heard when customers call in.
Setting IVR Name
Choose a name for the IVR, which will display in the collapsed view, and select the IVR as a routing option.
Select a Greeting
Select a greeting to play as the greeting message for an IVR. For additional information on creating greetings, click here [link to ‘Greeting Settings’ section of newly created ‘Telephony Overview’ article].
Call Routing
Users can choose how key selections will route to specific actions from the following options:
- Queue: Choose a queue to route calls to a specific group or department.
- IVR: Choose an IVR to route calls to a multi-layered menu and present more menu options.
- Greeting: Select a Greeting recording to play a simple message before ending the call.
Error Settings
Users can decide what happens if no key is selected after a customizable amount of time:
- End Call
- Replay Greeting
- Greeting: Select another audio recording to play.
Users can also decide what happens if an invalid key (any key that is not configured) is selected:
- Replay Greeting
- Recording: Select which recording to play.
Repeating Queue Greeting
The greeting plays every 60 seconds after the initial with music in between.
In-Queue Voicemails
When toggled on, callers waiting in the queue can leave a voicemail by selecting a preset number.
Business Hours
Create business hour rules to indicate which phone queues are open and available to take calls during specific days and times of the week. Calls received outside of business hours will go to voicemail.
Add Business Hours
- Within Settings, click on Phone and Text under the Channels section; then select the Business Hours tab.
- Click the Add Business Hours button.
- Name your entry and choose which queues, days, and times these business hours will be in effect.
- You can set up to 7 configurations for each day within the same queue. (Ex: The Transportation queue is open 8 am - 5 pm on M, T, W and 9 am - 3 pm on Th and F.)
- Save down below to start using these business hours.
Remove Business Hours
You can delete a Business Hour entry by simply clicking the trash can icon next to it. Don't forget to click on Save down below!