A menu option is one of the menu selection choices offered to the caller in the form of a speech or DTMF command to get something done. Actions that can be triggered by a menu option are primarily call transfers to a user, a service, a telephone number or a menu. To add a new menu option, click on the Add Option link for the selected menu. A Menu Option window opens showing the parameters of the menu option.
The window is divided in two sections:
- The left section is used to define the speech and DTMF commands for this option.
- The right section is used to define the action to be executed and the prompt(s) to play while performing the action.
Menu Speech Keywords and DTMF Keys
For each menu option, you can define one DTMF (touchtone) key and up to two speech keywords for each language supported in the Virtual Receptionist service.
- Speech commands (keywords) are words expected from the caller as commands to get a specific action done. Make sure that the same keywords are not used twice in the same menu.
- Touchtone (DTMF) key can be any digit (0-9), star (*) or pound (#) entered from a telephone keypad. It is important that DTMF keys for menu options do not conflict with the first digit of user extensions if the users' directory is offered in the same menu.
Menu Actions
For each menu option, you can specify the action to be executed if the caller says the appropriate speech command or enters the correct DTMF key. The action is a transfer of the call to another menu, a service, a user or a telephone number.
Transfer to: Select the type of call transfer action you want to assign to this menu option. There are four types of call transfer actions and for each transfer, you need to specify the destination as follows:
- User Select the name of the user to whom you want the call to be transferred.
- Phone Enter the telephone number where you want the call to be transferred. You can specify a regular telephone number, a PBX extension, or a SIP phone.
- Service Select the name of the service to which you want the caller to be transferred. For example, you may define a keyword to forward users to their virtual assistant account.
- Menu Select the menu where you want the caller to go to. Note that the selected menu has its own set of speech and DTMF options.
Menu Audio Prompts
You can specify the audio message(s) to play while transferring the caller to the next destination. Note that this audio prompt is different from the instruction prompt defined for the menu and which is played in the beginning of the menu. Use the list of available custom prompts to select the audio prompt for each language supported by your company.
Click Submit to confirm the changes, or Cancel to close the window without any change.
Click Submit to confirm the changes, or Cancel to close the window without any change.
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