Interactive Voice Prompt

[memosync]

Is there a feature in Vici where we can do Interactive voice Prompt, like the example below:

- When the customer calls in Inbound, it will be automatically answered but by machine, then the customer will hear:
"Thank you for your call, we'll be with you as soon as possible",

(after 5-6 second) "You are number ___ in line to be answered. The first person in line has been waiting for ____ minutes. This is not an estimated wait time but along with your number in line will give you an idea of our call volume right now."

- Also, if we can do in Vici like

- To purchase press 1
- if you are current client of Mycompany press 2
- then there's sub option when they press 2
- to purchase press 1
- for support press 2

Something like that? Please give feedback . Thanks

[williamconley]

Click on "Inbound" on your left menu. In that new sub-menu are four sections. One of them is for "Call Menus". That's what you're looking for.

If you don't have that section, you don't have permission to see it or your system is old.

[memosync]

Thank you williamconley for the reply, just a follow-up questions:

On the request of our Client :

Q1: Can we do this on Vici?
(After 5-6 seconds) “You are number __ in line to be answered. The first person in line has been waiting for __ minutes. This is not an estimated wait time but along with your number in line will give you an idea of our call volume right now."

Q2 : Is there a feature in our Vici that we can do this?

(After 3 seconds) “Did you know that you have the option to hold your spot in line? Instead of waiting. If you would like to hold your place in line and would like to receive a callback please press 9.

- For example the customer who called is number 5 in the line, is there a way wherein once the customer press the #9, the phone number will be saved by the system (like the slot will be reserved to him/her) and when the number 4 customer on the line finished the call, the system will dial the number of the customer who pressed #9 and he will receive a callback from us?

[williamconley]

Those controls are related to the Ingroup, not the Call Menu. The call menu allows people to navigate, but once they land where they belong ... the Ingroup controls what happens.

Read the Vicidial Managers Manual about Ingroups. The "Call me back" method is a bit complex and comes in several flavors, but is still part of the Ingroup (and I'm not sure if that part is in the Free or Paid versions of the manual).

I will note that it is possible to assign a Call Menu to an Ingroup (so that while the prospect is "in" the ingroup, any buttons they press are interpreted by a Call Menu ...), thus allowing the call to be pushed to another location which could (in theory) create a new lead in a new list in an OUTBOUND campaign which will be automatically dialed when an agent is available. It could also utilize a no agent call URL for the ingroup that moves the lead to that campaign instead. All sorts of methods available. All fairly intricate, though.

Never actually set it up for a client. Usually this means it's in the Manual (IE: Why would a client ask me to set up something that's in the manual? LOL)

[memosync]

Ho about this one?

Q1: Can we do this on Vici?
(After 5-6 seconds) “You are number __ in line to be answered. The first person in line has been waiting for __ minutes. This is not an estimated wait time but along with your number in line will give you an idea of our call volume right now."

Is Vici capable of detecting number of person in line? and the number of waiting times in minutes? Is it possible that the customer can know how long they will wait and, also the disclaimer "This is not an estimated wait time but along with your number in line will give you an idea of our call volume right now.""?

[mflorell]

The data is in there in the form of the data in the vicidial_auto_calls, so I'm sure that something like that could be added at some point in the future.

[williamconley]

Wow. I thought it was there already. Even FreePBX has that. In all these years, no one has popped for that? LOL

[mflorell]

Believe it or not, nobody has ever asked to have the time of the first person at the front of the queue's time played to someone else.