Yes, I would like help getting the service set up. I need to be able to do the following:
1) Drop a pre-set voice mail when a call reaches voice mail
2) Drop a pre-set email on every contact where a voicemail was dropped
This should be pretty easy to do with predictive dialer and workflow automation.
1. Record or upload your voicemail message
For this, go to the app portal, select Setup, Campaign, Audio Files from the main menu. There you can have the system call you to record a message or use computer generated voice.
2. Start Predictive Dialer
Now you can use the audio file for voice mail drop. Start predictive dialer as usual (see How to start a predictive dialer for more info). In the last step (Set Campaign Options), expand the item named Select Optional Messages…. Then under Machine Answer Audio, select the voice mail drop audio file, then submit the campaign.
Voice mail drop is automatically performed by the predictive dialer. When the dialer makes an outbound call, it tried to detect whether the call is answered by a live human or machine. If it is live human, it transfer the call to your agent right away; if it is answered by a machine, it will wait till the beep and then play the voice mail audio file. (If no audio file is specified, the dialer immediately disconnects the call when a machine is detected). The ability to handle machine answer automatically, coupled with utilizing more than one lines per agent, is the main reason a predictive dialer can easily double or triple an agent’s productivity.
3.1 Automatic email (without workflow feature)
If your account does not have workflow feature, you can still send emails to contacts that received voice mail drop. Simply go to the campaign details, select all machine answer and create a new list. Then use the list to create an email broadcast campaign. For more info, please see How to run campaigns based on previous campaign results.
3.2 Automatic email (with workflow feature)
You can define a workflow trigger to automatically send an email when a voice mail is dropped. The trigger is defined under Setup, Workflow, Trigger from the main menu. The following figure shows the trigger definition. Basically it says if a customer record is updated, and the customer’s contact status equals to Machine Answer, then send email to contact’s email address using the email template. (The email template is defined in Setup, Campaign, Messages)
In order to set the Contact Status to Machine answer, you need to set the call disposition rules when starting a predictive campaign. This is done in the same step as setting the voicemail drop audio.