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1. Go to Inbound > Add a New Call Menu.
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2. The Add A New Call Menu page display with the following fields to fill:
- Menu ID: ID excluding space, special characters and phrase-vicidial, vicidial-auto, general, globals, default, trunkinbound, loopback-no-log, monitor_exit, monitor
- Menu Name: A descriptive name for the call menu
- Admin User Group: permits admin to read this record that is prohibited by user group.
3. Click SUBMIT.
Note: This will immediately show the Modify Call Menu Record Page(i.e., step 5)
4. However, to get access to pre-created but not configured call menu, go to Inbound > Show Call Menus.
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5. A list of Call Menus will be displayed, including MenuID, Name, Group, Prompt, Timeout, and Option. Each menu may be updated by clicking the Modify hyperlink or the MenuID itself.
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6. There are two areas on the Modify A Call Menu Record page:
- The welcome section, which has certain essential data, and
- Call Menu Options, which contains some optional elements that create alternative key options to be followed following a keystroke.
(a) The welcome section includes elements such as-
- Menu ID: Unique identifier for the menu.
- Menu Name: Name of the menu.
- Admin User Group: Grants admin access to restricted records.
- Menu Prompt: Audio played at the start of the menu.
- Menu Timeout: Duration (in seconds) for caller key input.
- Menu Timeout Prompt: Audio played after the timeout period.
- Menu Invalid Prompt: Audio played for invalid key selection.
- Menu Repeat: Number of times the menu repeats.
- Menu Time Check: Option to verify call hours.
- Call Time: Sets call time ID to limit call hours.
- Track Calls in Real-Time Report: 0 = Disabled, 1 = Enabled.
- Track Groups: Allows tracking of call groups.
- Log Key Presses: Enables logging of key input from callers.
(b) The call menu option includes the following fields:
- Option: Input options (1-9, *#, A-D).
- Description: Brief description of the option.
- Route: Sets call forwarding to the queue. For the nested queue, pick CALLMENU, which will display a dropdown menu of various call menu selections.
- In-group: Specifies predefined groups for routing.
- Handle Method: Defines how the call is managed.
- Search Method: Determines how the queue locates the next agent.
- List ID: List where the new lead is added.
- Campaign ID: Campaign used for list searches in RC techniques.
- Phone Code: Code added for the new lead.
- VID Prompt Method: Filename prompts for the customer’s ID.
- VID ID Number Filename: Played after ID entry.
- VID Confirm Filename: Audio to confirm customer ID.
- VID Container: Defines if the Handle Method is set in the menu.
- VID Digits: Prefix added to identify the call route.
Aside from this, if option chosen as INVALID/INVALID_2ND/INVALID_3RD (i.e., invalid key stroke) or TIMEOUT (i.e., exceed specified seconds), then it is possible to specify the ROUTE with description.
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