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 side menu and click on Reporting → Reporting (OLD). This will take you back to the login screen for our old portal where you can login using your normal username and password.
2. Edit Business Details
Click on the pencil (edit) icon to access the Edit Business Details page as seen in Figure 1.
3. Configure the IVR
Scroll down and click on the Configure IVR link as seen in Figure 2. This link will only appear if the IVR feature has been enabled from the back-end. Please talk to your account manager for more details
4. Select Preferences
Select your preferences for the IVR as seen in Figure 3.
- Select yes or no for replaying the entry that the user selects.
- Enter the maximum number of digits for the IVR input.
- Select yes or no for playing a transfer message before transferring the call.
- Enter the maximum wait time given to the user to press a key.
- Enter the maximum attempts allowed for the incorrect entry. If all attempts are exhausted, the
call will be transferred to the default termination number at the CID level. - Enter the default value to be reported in the call log for no entry.
5. Submit Updates
Click on submit updates.
6. Edit IVR Routes
To setup or edit the IVR routes, click on IVR Routes: New as seen in Figure 4.
7. Setup Individual fields
These are the fields to setup the individual values for the IVR as seen in Figure 5.
- Enter the name for the IVR step such as sales, accounts, technical. This is only for your
reference. It isn’t live. (The IVR will not say these names) - Enter the DTMF Code or the number associated with the individual IVR route such as the number 1, 2, 3, 4 etc.
- Enter the email address for the automated emails corresponding to this individual IVR route.
- Enter the termination phone number for this IVR step.
- Enter the transfer time.
- Select the preferred transfer method either email only, transfer only or transfer and email.
8. Submit Updates
Click on submit updates.
9. Repeat for IVR routes
Repeat Steps 7 and 8 for as many individual IVR routes as necessary for your configuration.
10. Review IVR routes
The list of all the IVR routes loaded can be found on the Edit IVR routing page as seen in Figure 6. To delete the individual IVR route entry click on the red cross. To edit the individual IVR routes entry, click on the pencil icon on the left.
Audio Files
The next step is to upload the audio files that customers will hear when the call is being transferred to the termination number. For e.g. when a call is transferred, the audio message might be “Transferring you now” or “Connecting you now”.
Please note that the uploaded audio files must be configured in a specific way:
| Requirement | Format |
| Audio file | .wav |
| Codec | PCM_16 |
| Frequency | 8000Hz |
| Bit Rate | 128kbps |
| Audio Channels | Mono |
All these options can be configured using your selected audio software. They cannot be configured in the Delacon portal.
Upload audio file - Transfer message for IVR Routes
Click on the pencil icon on the right side under the column ‘Wav file’ and select the wav file that you want to upload. Then click on Upload wav file. When the file is uploaded “upload successful...” message appears. Then click on the “edit IVR Routing” link to go back.
12. Upload audio files - IVR Prompts
The next step is to upload the individual .wav files. These are the audio files that customers will hear at different stages of the IVR as seen in Figure 7.
Go to the settings tab in the portal and select the Change IVR Prompts. This is where you add the
audio files for the prompts:
- You entered’
- This code is not valid’
- Please try again’
- You are being connected now
13. Change Prompt
Select the option for which you want to change the prompt and then select dealer relating to this IVR.
14. Select .wav file
Click on Choose File and select the appropriate .wav file from your computer
15. Upload .wav file
Click on upload .wav.
Repeat steps 12 to 15 for each type of IVR prompt.
16. Repeat to upload all audio files
Repeat steps 12 to 15 for the IVR Welcome Message, Whisper Message, Call Recording Message, Music on Hold and Voice Mail if required.
Multilevel IVR
A multilevel IVR has more than one IVR level i.e. if a caller presses “1”, a second level menu with more options will be available for the caller to press.
A single level IVR (which is what the setup instructions in step 1-16 are for) does not have additional options under each menu prompt option.
To setup a multilevel IVR, follow the steps above on setting up a single level IVR. Once the single level is setup, follow the below steps to set up the second level.
Step 1:
As per step 10, when reviewing the first level IVR routes, click on the pencil icon to edit the IVR/Route you want to add a second level to.
Step 2:
Change the termination point to IVR[X] where ‘X’ denotes the IVR menu option you are adding a second level to.
For e.g. if you are setting up a second level for option 1, the termination number will be IVR[1]. If you are setting up a second level for option 2, the termination number will be [IVR]2 and so on.
Note: If you have previously selected less than 3 digits in the max digits field in Step 4, please temporarily change this to 5 digits to allow for the second level IVR to be set up. This can be changed back once the second level is set up.
Step 3:
Create a new IVR route as per Step 6.
In the new IVR route, the DTMF code should start with the number of the first level IVR option followed by a “.”. The second digit needs to correspond with the option of the second level IVR you are setting up. For e.g. if you are setting up ‘Option 1’ in the second level under ‘Option 1’ from the first level, the DTMF code would be 1.1.
If setting up ‘Option 2’ in the second level under ‘Option 1’ from the first level, the DTMF code would
be 1.2.
The remainder of the preferences should be where you want the phone call to be directed to.
Step 4:
Repeat step 3 for as many second level IVRs that you need to create. E.g. 1.1, 1.2, 1.3.
Step 5:
Repeat steps 2 and 3 for as many second level IVRs as you need to create.
Step 6:
You will need to add the audio file that is played when a caller proceeds from the first level IVR to the second level IVR. This is known as a transfer message.
For example, if a caller selects ‘Sales’ in the first IVR and proceeds to the Sales IVR, a message
explaining the next options available to be selected will need to be played.
In order for this message to be played, the audio file will need to be added against the first level IVR,
not the second level IVR.
See the image below – the transfer message is loaded against the first IVR level.
Repeat step 6 for every first level IVR that has a sublevel.
Make sure to test the IVR setup thoroughly.
After Hours IVR
An after hour’s IVR can be setup to transfer calls to a specific number or for a specific message to be played when a call is made outside of business hours.
To setup, please follow the below steps:
Step 1: Add a new IVR route.
Step 2: Set DTMF code to ‘ooh’.
Step 3: Configure the route to what you want it to do, including playing a message that is heard by all
callers who call outside of business hours.
Step 4: Define your operating hours by configuring the days and hours of operation in applicable time zone.
Note you cannot have different operating hours for different days
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