Direct transfer incoming calls to agent

Please note starting from 10.7.3 release, you can set up direct transfer without using IVR Studio. All you need to do is to select “Press Nothing” when you define your auto attendant.

The normal auto attendant is set up this way: a caller calls the main phone number, hears a general greeting, and presses a key to be connected to an gent or a department. Agents are assigned to different extensions, and they all share the same main incoming phone number.

Many organizations also want to assign each agent a dedicated phone number. When customers call the phone number, it is better to directly connect to the assigned agent. This can be setup in Voicent by setting up a Voicent IVR app for the incoming phone number. The following are the steps:

1. Download and install Voicent IVR Studio

If you are using our cloud service, go to the app portal, select Setup, Download from the main menu. Then download and install Voicent IVR Studio.

If the software is complaining about no Voicent gateway is running on localhost. Please select Deploy, Manage gateways… from the main menu. Then select “Use Voicent Hosted Service”. Restart the program.

2. Create an IVR app

Create an inbound call app, add a transfer element/node as follows. The transfer node assumes john is the agent login name.

Your IVR app should look like the following:

Save the app. Then click the deploy button on the tool bar.

Setup the IVR app for the Incoming Phone Number

Now you have the app deployed. Go to the app portal, select Setup, PBX, IVR App from the main menu. Choose the phone number listed, click the Edit button. There you can choose the IVR app for certain date and time.

Posted in IVR General, IVR Usage, PBX |

Sample IVR Phone Survey

Voicent IVR Studio is the most complex tool on our platform. It is actually a full developer tool with support for programming. However, most phone survey apps are not that complicated and there is no need to learn the full scope of the tool.

The basic concept (no programming) of the tool is covered in the first chapter of IVR Tutorial.

The following sample IVR app is a simple 3 question survey. You can take it as your starting point for your app.

To download the sample app, click below:

Outbound Phone Survey Sample
Inbound Phone Survey Sample

How to handle wrong key and repeat the question?

If someone presses key 9 instead of the specified range 1 – 5, the system will play back some default message. If you want to change the prompt, you can add a go to element/node to handle that situation. The following is the updated call flow.

The Repeat Message node is defined as follows:

How to build a survey with tree-like questions and answers?

If your survey is a little more complicated, you can easily add branches to your survey. For example, with the sample survey, if someone presses 1 to Q1, you can ask a different set of questions. The updated call flow should look like below:

You can download the second version here.
Inbound Phone Survey Sample Version 2

For IVR text survey samples, please see here. Please also note we offer full app design service. If you are interested, please contact our sales.

Posted in IVR Usage |

PBX/IVR direct transfer to extension

How can I set up my PBX app such that it directly transfer the call to an extension without the need for the caller to press a key?

For auto attendant, the caller must press a key to transfer. However, you can use Voicent IVR Studio to design such an app to handle incoming calls. The design of such an app is really easy.

First, open IVR studio, create a new app for “inbound call application”.

Right click on the Incoming Call node, choose Add New Element…, choose Call Transfer….

In the General Tab, enter the extension to the box labeled Transfer Call to Agent/Phone. If you have not set up extensions for your agent yet, please go to Setup, PBX, Extension page to add extensions. Optionally, you can use queued transfer, or enter prompt before the call is transferred.

Save the app. Click Check Design button, then click the Deploy button to deploy the app to your account.

Posted in IVR Usage |