Delacon offers a fully hosted IVR solution that can be used within Delacon’s advanced call tracking solution and as a standalone product. Delacon IVR will effectively and accurately route calls according to choices made by each caller, giving you the ability to improve customer service and to reduce costs.
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.
We can offer advanced IVR solutions, including routing calls to a sequence of termination numbers, meaning that if a call is not answered by the first termination number, it can be routed to a second termination number, and so on. We can also link IVRs together, to create complex IVR trees that will help you direct your calls even more accurately. Contact your Account Manager if you’d like to discuss these options further.
Set up and configuration
This guide will show you how to configure the IVR and the various sections where you can make ongoing changes
1. Login
Login to your Delacon account using your login details.
Please ensure that the IVR feature has been enabled.
2. Edit Services
Navigate to the left sidebar and click the Services tab (Services -> list services). Click the Edit button for the Service ID you wish to add an IVR.
3. Configure IVR
Find and click on Configure IVR. Ensure that the IVR option is set to 'Enable'.
4. Welcome IVR Message
In the main IVR interface, start with uploading your IVR welcome message. This message needs to present the caller with the options of the IVR. Click on Upload Audio and select the correct file from your local storage. Please note the audio file must be in .wav format. Once successfully uploaded, you will be able to play back the message in the preview bar.
5. Add Menu options
Now continue with building the structure of the IVR. Click on Add Menu to build your first option. In the pop-up, complete all fields with the relevant details. More information on each field can be found below.
Name: The name will be the description of the respective IVR option and will feature in the call log and IVR reports. The value can also be pushed to various integrations, such as Google Analytics.
DTMF Code: The number assigned to the DTMF code will be the number the caller has to press on their keypad to select this option. The system will automatically number up starting from 1, but you can also customise the number if needed. Please note that once you have selected a number and saved your changes, you won't be able to change the DTMF Code again. More info on DTMF can be found here.
Call Handling: From the drop-down menu, select one of the three options on how to handle calls. More info on the options can be found here.
Transfer time: Update your preferred transfer time in seconds. More info can be found here.
E-mail: add all e-mail addresses that should receive call notifications for this option. Separate multiple e-mail address with a semi-colon (;) and no spacing.
Do you want subsequent level?: by setting the toggle, you have the opportunity to create a subsequent menu for this option, eg the caller has pressed Option 1 and is presented with a new menu.
5a IVR option without subsequent level
If you do not need a subsequent menu to this option, set the toggle to No and add your termination number.
Termination Number: This is the phone number to which calls will be transferred after the caller has selected this option.
IVR Audio: This field allows you to upload a transfer message which will be played to the caller after they have selected this option and before they are connected to the termination number. If you don not wish to upload a message, please tick “Upload Audio Later”.
Click on Save to save your changes and add this option to the IVR structure.
Click on Close to close this window without saving this option. Please note all data will be discarded.
Repeat steps for all required options.
5b IVR option with subsequent level
If your IVR option does have a subsequent menu, set the toggle to Yes.
Phone: our system will automatically complete this field and does not require any further input.
IVR Audio: as with the welcome message, upload the audio file that presents the caller with the new menu options. You can upload the audio file later if you wish by ticking “Upload Audio Later”.
Click on Save to save your changes and add this option to the IVR structure.
The new option will now appear in the main overview. Click on the menu option and find the Add Sub-menu button to add all options for your second layer menu. You will receive the same pop-up as before to complete the new menu options.
In the DTMF Code field, you will now find a reference to the previous menu option. In the below example, the DTMF code is "3.1", which means that this is menu option 1 following menu option 3 from the previous menu. You can still customise the DTMF option, but only change the number after the dot. Do NOT change the reference number to the previous menu option as otherwise this sub-option might be played for the wrong previous menu option.
Repeat above steps until all options and sub-options have been added.
6. Test IVR flow
Once all menu options and sub-options have been added and all audio files uploaded, call the tracking number and test the IVR flow.
Checklist:
- check that the welcome message is playing
- Select each option and ensure it correctly transfers either to the next menu or to the correct termination number
- Ensure all transfer messages, if uploaded, are playing
7. Advanced Settings
If your IVR has a lot of options (eg a postcode IVR), you can filter the details depending on Name, DTMF Code and Termination Number.
You can further adjust the view of how all routes are structured. This can be useful when you have an IVR with many sub-menus.
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.
8. Configure Time of Day Routing
With Time of Day (TOD) routing rules, you can further diversify how your calls are being answered at any given time of the day. For example, you can determine that during business hours, calls are transferred to termination number A and outside business hours to termination B. Or you can simply send all calls straight to voicemail outside business hours. 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.
Please note, this interface sets up TOD rules for each individual IVR option. If you want to set up routing rules for your entire IVR (ie the hours of day your IVR is active), please refer to this support page.
To add TOD rules, select the IVR option from the IVR configuration interface and click on the three dots underneath Advanced settings.
Add New:
Click the Add New button to create a new route and complete all fields in the pop-up. For more guidance on how to complete the fields, please refer to Step 4 of this guide.
Click the Save button to save the changes. If you do not want to save the changes, you can click the Cancel button.
Once the route has been created, you will have the option to delete or edit the route with the two action icons to the right.
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.
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