How to setup, configure and modify Delacon's Interactive Voice Response (IVR) solution

Introduction

Delacon’s fully hosted IVR solution that can be used within Delacon’s advanced call tracking solution and as a standalone product, gives you the ability to improve customer service and to reduce costs. With a market leading voice recognition engine that employs sophisticated VoiceXML and speech recognition technology to detect and adapt to the speakers voice, the Delacon IVR will effectively and accurately route calls according to choices made by each caller.

For ease of use, Delacon’s solution can be configured and altered by businesses through Delacon’s safe and secure portal. Using their login, businesses can change their IVR audio messages, send IVR
prompts to different termination points and reconfigure the structure of the IVR process.

This guide will show you how to configure the IVR and the various sections where you can make ongoing changes.

Please note that our IVR solution is a paid feature. Please speak to your account manager who can turn this feature on and advise you on pricing.

Setup and Configuration

1. Login

Login to your Delacon account using your login details.

The direct link is https://pla.delaconcorp.com/siteui/login

Navigate to the left sidebar and click the Services tab (Services -> list services). Click the Edit button to edit any one of the service’s details.

2. Edit Services

Click the Edit button to edit or modify any one of the services. 

3. Configure IVR

When you click the Configure IVR option, it will take you to a page where you can upload your IVR audio at CID level. You will also be able to see the existing IVR details.

4. Edit IVR Routing

5. Welcome IVR Message

If you want to upload a welcome IVR audio message, you can click the Upload Audio button and you will have an option to upload an audio. The Audio should be in .wav format.

You can play your welcome IVR audio. The option to preview the audio is located on the right; as shown in the above image.

6. Add Menu

If you click the Add Menu button, it will take you to a page where you can add your IVR Configuration details with your IVR audio message.

No Sub-options:

With Sub-options:

You need to fill in the above form.

Name: The name can be anything that you want it to be.

Sub-Options: Here you have the option to add sub-options. Select the Yes option if you want to add sub-options, otherwise select the No option.

DTMF Code: A random number will be generated as the DTMF Code, if you are fine with this number you can leave it as it is. If you want, you can change the DTMF Code. Once you have changed and saved it, you cannot change the DTMF Code again.

Termination Number: This is the phone number to which calls will be transferred to.

Phone: Sub IVR audio message should be linked here.

Call Handling: There are three (3) options to handle calls. The options are: i) Transfer only, ii) Voicemail only, and iii) Transfer and Voicemail. You can choose any one of these options as per your need.

IVR Audio: Here you have an option to upload an IVR audio. If you would like to upload an audio at a later time, you can check the option “Upload Audio Later”.

Transfer Time: Here you can provide the call transfer time (the duration) for how long the termination number is called before the call is disconnected if it is not answered. The transfer time should be given in seconds.

Save: When you have filled in all the details, click on the Save button to save this IVR menu (shown in the above image).

Close: Click the Close button to discard any changes.

7. Advanced Settings

Here we have some options to filter the details depending on Name, DTMF Code and Termination Number.

We can view the details as table format or as collapse menu format.

Showing IVR list as normal:

Showing IVR list as table format:

Here all the menus and its sub menus will be listed one by one.

Configure Time of Day Routing:

Time of day routing can direct calls to different teams depending on when the prospect calls. For instance, if the call was made outside of a business’ operating hours, there would be no one to answer it. Time of day routing can divert those calls so that no call is missed. This could be used (but not limited to) to transfer it to a particular number or another office or business location that is still open, or a voice message which says the office is closed and instructs the caller to leave a message.

In the below image, you can see the existing Time of Day Routing configuration. You have two options: Delete or Edit. If you want to delete this configuration you can click the Delete button. If you want to keep the existing configuration but make changes to it (such as the time duration), you can click the Edit option and you can change as per your need.

Add New:

If you want to setup a new time of day routing, you can click the Add New button and a form will pop up asking you to fill in the details.

Click the Save button to save the changes. If you do not want to save the changes, you can click the Cancel button.

IVR Routing:

Here we can see all the IVR menus. You can update the details, including updating the IVR audio messages. You cannot update or modify the DTMF Code. Unless you update anything here, the Save and Cancel buttons will be disabled. Once you update any fields, the Save and Cancel buttons will be automatically enabled.

If you have made any changes and you want to save those changes, you can click the Save button. If you want to discard the changes you have made, you can click the Cancel button. If you want to delete the entire IVR, you can click the Delete button.

Add Sub Menu

If you want to add a sub menu, you can select the main IVR in which you need to add a sub menu by clicking the Add SubMenu button. If the sub menu option is disabled you should enable it by clicking Yes for Will this menu have sub-options? Then you can add sub menus.

Delete or Edit Sub Menus:

All the sub menus for a particular menu will be displayed in a list. You have the option to Delete sub menus and also to Edit sub menus.

If you want to delete a sub menu you can click the Delete button. A pop-up will appear, asking for confirmation to delete the sub menu.

Click the Confirm button to delete the sub menu. If you do not want to delete, just click the Cancel button.

If you want to edit the sub menu, click the Edit button to make any modifications.