IVR

[satyakam711]

Hi,

I am using goautodial and below is the configuration.

Agent web-client version: 1.0-00 1C BUILD :130901-1000
VERSION: 2.4-309a
BUILD: 110430-1642
Running on VM
Processors : 4
Model :Intel(R) Xeon(R) CPU E5430 @ 2.66GHz
CPU Speed 2.66 GHz
Cache Size 6.00 MB
Kernel Version 2.6.18-238.9.1.el5.goPAE (SMP)
Distro Name : GoAutoDial CE 2.1


I am trying to set up IVR for an inbound process. I want some help to set up this IVR. the condition is
From monday to thursday the call should be directly routed to an in-group "A" without playing any prompts. The only prompt to be played is when all the agents are busy and the call is in queue, the hold music should be played.
From friday to sunday the call should be routed to IVR which will play a file and prompt the caller to select appropriate option (option 1 for "B" and option 2 for "C")

Thank you in advance
Satyakam

[gardo]

Upgrading to GOautodial 3.0 is highly recommended. You can easily build IVRs via wizards based configuration tools. Download it from http://goutodial.org.

[striker]

use call time option to achive this.

1. create call menu , as per your requriement press1 press 2
2. create a Call Time - Mon-Thu-startime-0 & end time -2400 , fri-sun startime-2400 endtime 2400
3. create Ingroup and select above Calltime and After hours acting- callmenu.
4 point your did to the ingroup.

[satyakam711]

Thanks Gardo and Striker......I will try both the suggestions....will share the end results....

[satyakam711]

Hi Striker

There is a small problem, the start time of the process is 9:00 am and all the agents logs out at 10:00 pm. During non-production hours (10:00 pm to 9:00 am) we have to play closure message.

If i follow your suggestions, will the above scenario work?

The after hours for the in-group does not give an option of callmenu...options are Hangup, message, extension, voicemail and in-group.

[satyakam711]

Hi,

I have created created 3 ingroups A,B,C......and 2 call time 1) mon-thurs => 9:00 am to 10:00 pm mapped to in-group A and 2) fri-sun => 9:00 am to 10:00 pm mapped to ingroup B and C...

DID is mapped to callmenu. Call menu has recording file which will prompt the caller to select options. I have enabled Menu Time Check and Call Time: is selected as fri - sun.....option 1 route is in-group B and option 2 route is ingroup C....just added option timecheck below option2 and route selected is ingroup A.

Now if i dial the number the call will reach the agent without playing the IVR (as it is thursday). and if i change the time of the call menu from fri-sun to mon-thurs, IVR is being played.
This is exactly what i want.

There is a small problem. If all the agents are busy (mon-thurs scenario) i can see 1 call in queue but the caller can hear beep tones (as if the connection is still not established). As soon as i am on avail (waiting for next call), the call hits my extension. Here the caller should hear in queue wait music. which is already mapped to in-group A on "Music On Hold Context"...This is the same file assigned to group B and C. If the time is changed to fri-sun, and if we demonstrate same scenario, i can hear the hold music is all the agents are busy.

Please help.

[satyakam711]

I have a call menu with option 1 and 2.
"Menu Timeout:" is set to 3,
"Menu Repeat :" is set to 2,
i want to configure the IVR where if the caller selects options apart from 1 and 2, the IVR should be played again. If still the caller select wrong option, the call should get disconnected.

[williamconley]

if the caller selects options apart from 1 and 2, the IVR should be played again. If still the caller select wrong option, the call should get disconnected.

The "Invalid" option is used to determine what will happen if the caller choose an option that is not listed.

The way I read this, if the caller does not select 1 or 2, they have selected a "wrong option" (Invalid in Vicidial terms).

Which means you have stated that you want it to repeat if they choose an Invalid option or disconnect if they choose an Invalid option. Can't have it both ways.

If the caller continues to push the wrong option, it's still the wrong option and the pattern will repeat forever.

[satyakam711]

HI,

I have 1 inbound campaign created and there are 4 ingroup under this campaign. calls to the ingroup will be language based. in other words, 1 ingroup for 1 language. There is a music file assigned to the ingroup which will be played when there calls is in queue. Again the music file states "please hold the line and the cust care exec will attend your call shortly". This file is recorded in 4 different languages and assigned to the respective ingroups.

When the agent parks the call i want the same file to be played. how can i do this?