If you have an Integrated Voice Response (IVR) system on your termination point that is not supplied by Delacon, the options that the caller enters (Dual-Tone Multi-Frequency/DTMF) during the call can be captured in real time and reported alongside the website tracking information in Delacon's call reports.
The IVR capture field should be configured with the maximum number of keypresses (IVR levels) that a caller can make to reach an operator, up to a maximum of 10. The keypresses will be captured as a whole number, for example a caller pressing option1, then suboption2, then suboption3 will be reported as 123.
In addition to capturing the input, Delacon can also apply text labels to the options captured when provided with a map of your IVR, which needs to define the label for the options pressed; eg 123 = New Customer Enquiry.
Please contact your account manager or Delacon Support if you would like assistance mapping your IVR.
To enable IVR capture, please follow below steps.
1. Enable IVR capture
Login into the Delacon portal and under the "Services" menu, click on "Edit" for the respective campaign for which you wish to enable IVR capture.
Among the right hand side features, find "IVR capture" and enter the desired digit (1 = 1 layer IVR, 2 = 2 layer IVR, etc). This will be equivalent to the number of digits a caller will have to press to get to the respective IVR option.
Click on "Submit" to save your changes. Delacon will now capture the digits pressed by the caller during the IVR call flow and add them as digits to Delacon reports. In order to apply text labels to each option (eg Sales, Support, etc), please continue with the steps below.
2. Add IVR descriptions
In order to add text labels for each option, please click on "DTMF Configuration" that has now appeared under the IVR capture field.
Click on the 'Add New' button to map the IVR structure.
Under DTMF Type, select whether you want to create a new IVR map or link this service to an existing IVR map in use for other services under your account that has same IVR setup and termination number.
When selecting 'New Mapping', there will be the further option to copy an existing IVR structure from another service that can then be modified. Set the toggle under Do you want to copy from existing service to
- yes, if you want to copy an existing structure as the foundation of your new IVR map, but you will still be able to add, delete and edit options.
- no, if you want to map the IVR from scratch.
When selecting Existing Mapping, the existing IVR structure will be copied to the new service from the origin service you have selected from the drop-down menu. Please note, this will effectively link the new service to the existing map and any changes made to that IVR map will apply to all linked services.
Below table illustrates the differences between create a new mapping by copying from an existing service versus linking to an existing IVR map.
|New Mappings - copy from existing service||will create a new standalone IVR map for this service||updates to IVR map will just apply to this service|
|Linking to an Existing Mapping||will link new service to existing IVR map||updates to IVR map will apply to all linked services|
IVR Name - enter a name for the IVR map
Below steps outline the 3 approaches in more detail.
Step 6A - Creating a new IVR map from scratch
If you want to create a new IVR from scratch, choose 'New Mapping' and set 'copy from existing service' to "No". Enter the DTMF Code and the corresponding description in the boxes provided. To add a new option, simply click on 'Add New Route'.
For DTMF code, enter the digits the caller would have to press to get to the respective IVR option. For example, if the first layer of the IVR contains Option 1 for Sales, Option 2 for Support and Option 3 for Billing, you would need to add digits 1, 2 or 3. If, for example, Option 2 for Support has a subsequent level with Option 1 for Technical Support, 2 for Billing Support, you would need to add digits 21 and 22.
Once you have add all options of the IVR, click on 'Confirm' to save the IVR mapping.
Step 6B - Creating a new IVR map by copying from an existing service:
In order to create a new IVR map by copying the map from an existing IVR setup from another Service ID (CID), select "New Mapping" and set toggle for "Do you want to copy from existing service" to "Yes". Then select the service from the drop down menu from which you want to copy the IVR map. You will then be able to add or delete routes and modify the labels as required. The IVR map will be independent of the origin service from which it was originally copied and any changes will not impact that IVR map.
Once you are happy about the setup, click on 'Confirm' to save the changes.
Step 6C - Linking to an existing IVR map:
If multiple services share the same IVR map, you can simply link all services to the same map. This will also make it easier to manage your IVR map and update it for all services at once.
To link a new service to an existing IVR map, set the toggle for DTMF Type to 'Existing Mapping' and select the relevant service (CID) from the dropdown menu 'Already Existing Service'. At this stage, you won't be able to make any changes to the IVR map.
Click on 'Confirm'.
Once you click on 'Confirm', it will display an alert to make you aware that multiple services are linked to one IVR map and any changes to the map will impact all linked services.
3. Making Changes to an existing IVR map
You will be able to modify the IVR map or remove it entirely.
Deactivate: This will remove the IVR map from this service. Any other services linked to the same IVR map will not be affected.
Modify: you can add, delete or modify routes. Ensure to click on the "Update" button to save any changes you make to existing routes. Please note, that if multiple services are linked to the same IVR map, any changes made will apply to all services. A pop-up message will alert you to which services are linked to the map you want to modify.
4. Where to find IVR data in the Delacon portal
To find the IVR data Delacon has captured for your calls, please review this guide under:
- 3. Where to find IVR data in the Delacon portal
- 4. Pushing IVR data into 3rd party platforms
If any stage, you need assistance with the setup, please contact your Account Manager or the Delacon Support team.