How to set up call flow for opening hours via IVR

1. Log in to the NUACOM website.
   
   
2. Navigate to Settings > IVR Menu.
   
   
3. Scroll down to ‘Open / Office Hours’.
   

4. Select the recording for the options message menu you wish to be played to the caller. If you do not have a recording ready, please follow the steps below. Otherwise, skip to 'How to set up press actions'
   
   

How to set up a recording

 

4. Click the ‘List’ icon to begin the setup.

Click ‘+ Add New Announcement’ to add the greeting message. (All existing recordings will be shown below).

 

 

Edit Announcement

1. Add the name of the announcement e.g ‘Welcome Message’.

2. Add a brief description of the recording.

3. You can record the message directly from an extension. Select the extension and click record message to begin.

4. Alternatively, if you have a file of a recording you can upload it in this section.

5. Once completed, click ‘Close’.

How to set up press actions

 

 

1. For each digit, you can set up an action. In the example above the following recording relates to the respective number.

For example, the recording plays: “Press 1 for sales”, “Press 2 for support”, “press 3 for accounts”.

2. Under the ‘First Action’ for the desired number, select ‘Join Queue’.

3. Select the ‘Queue’ group you want to be forwarded to e.g ‘Sales’.

4. This is now set to the digit. You can set up a ‘Second Action’ for example, you want the phone call to end if nobody answers in ‘Sales’- then select ‘Hangup’. There are multiple options here to suit what you are trying to achieve.
   
   

Default Action

Timeout before fall through action (applies when either no action is set up or the caller has not chosen any options to go to).

These options are as follows:

1. Do Nothing
2. Play Message
3. Dial Extension
4. Join Queue
5. Play Message and Prompt
6. Goto Voicemail
7. Repeat Options
8. Forward To

 

Closed / Out of office hours

Now the opening hours are set, you must set up what happens to calls during the closed hours.

 

 

2. Set up the ‘First Action’ you wish to be taken when someone calls in.

The options are as follows:

1. Do Nothing
2. Play Message
3. Dial Extension
4. Join Queue
5. Play Message and Prompt
6. Goto Voicemail
7. Forward To

3. In the example shown we have selected ‘Play Message’ which will play the recorded message we have assigned. After the message has been played, the ‘Second Action’ has been set to ‘Hangup’.

User Pressed

As a result of selecting the ‘Play Message’ as the ‘First Action’, we have been given another section called ‘User Pressed’.

Example: In the recorded message you can state that you are currently closed, however, if you would like to give them another option during closed hours you can set it here. the call recording can then say “Press 1 for emergency support”.

Now we have set up when #1 is pressed by the caller, the call will be forwarded to a number.

Select the best option that suits what you are trying to achieve.