Setup and Routing of Phone Trees

Module: Admin App

Let's check out the steps to perform the setup and routing of Phone Trees.
 

Access and Set up a Phone Tree

Here are the step-by-step instructions to access the Phone Tree screen from the Admin App.

• Navigate to Configuration > Calls > Phone Tree. 

• Click Create Phone Tree.

• Specify the Tree Name, mention if this is an Offline Phone Tree by ticking the box next to it, and set the Location for the phone tree. Additionally, you can also Clone from an existing phone tree.

Configure Phone Tree Features

Phone trees are created by combining multiple routing and interaction components. Each component plays a specific role in shaping the caller’s experience. Below is a walkthrough of each feature to help you build a fully customised phone tree.

How to Set up Voicebot?

• To set up a VoiceBot within the phonetree, we can click the VoiceBot icon as highlighted below.

• Here, you can set up a value by adding a voicebot from the available list of options.
  • To navigate to the voice bot page, click on the open icon nearby to open it in a new tab.
  • To remove the voicebot, click on the trash icon.

How to Set up Dial?

• To set up a direct connection to a Phone Tree, click the Dial tool.
• Here, you can set up a value by adding a Call Queue to it. 
• Click Publish to publish and finalise the Phone tree.

How to Set Up the Play Sound Clip Tool?

• To set up an audio file to play when someone calls, we can use the Play Sound Clip Tool.

• The Play Sound Clip Box appears.
• Here, you can select an audio from the dropdown list.
• Click Publish to finalise the Phone Tree.

To learn about sound clips, click here.

How to Set up the Contact Type?

• To directly reroute the oncoming patients to the New Patient and Existing Patient phone trees, you can use the Contact Type Tool.
• Click the Contact Type tool, and the Contact Type panel appears.
• You can set up the respective Phone Trees for the contact types and click Publish to finalise.

How to Set up Gather Digits?

• To set up an IVR (Interactive Voice Response), we can use the Gather Digits tool.
• Click Gather Digits.

Enter the required details:

• Select the suitable audio templates.
• Choose a pre-recorded message that prompts callers to input a digit.
• In Key, select the digit that a caller should press (e.g., 1, 2, 3, etc.).
  • In Select Phone Tree, choose the corresponding phone tree that should be triggered when the caller presses that digit.
  • To add more options, click "+ Add More Static Key" and repeat the process for additional key mappings.
• Set a Timeout for Detecting Keypress.
  • Enter the number of seconds the system should wait for the caller to press a key before timing out.
  • Check "Allow Caller to Retry" if you want callers to have another chance to input a valid key after a failed attempt.
• Configure Timeout Audio.
  • Click the "Select Audio" dropdown under Timeout Audio.
  • Choose an audio file that plays when the caller fails to press any key within the set timeout period (e.g., "We did not receive your input. Please try again.").
• To configure Invalid Keypress Audio:
  • Click the "Select Audio" dropdown under Invalid Keypress Audio.
  • Select an audio message that plays when the caller presses an unrecognised key (e.g., "Invalid selection. Please try again.").
• Set Timeout Keypress Tree.
  • In the Timeout Keypress Tree, choose a phone tree that is triggered if no keypress is detected within the timeout period.
  • Click "Publish" to activate your phone tree.
• To add another digit, click on the + icon.

How to Gather Extensions?

• The Gather Extension tool allows callers to directly enter an agent's extension number to connect with them without navigating through multiple IVR menu options. This feature improves efficiency and reduces the wait time of customers.

1. Audio Selection
   • Users can select an audio file that plays as a prompt, instructing callers to enter an extension number.

2. Allow Caller to Retry (Optional)
   • If enabled, callers who enter an incorrect extension are given an additional opportunity to enter the correct number.

3. Timeout Configuration
   • Set the number of seconds the system should wait for the caller to enter an extension before triggering a timeout action.

4. Timeout Audio
   • If the caller does not enter an extension within the set time, a selected timeout audio message is played (e.g., "You did not enter an extension. Please try again.").
5. Invalid Keypress Audio
   • If the caller enters an invalid extension, a selected audio message is played (e.g., "Invalid extension. Please try again.").
6. Phone Tree Selection
   • Define the phone tree to be used if no valid extension is entered, ensuring callers are redirected appropriately.

Click "Publish" to activate the configuration.

How to Set up Voicemail?

• The Voice Mail Box tool allows callers to leave voice messages when an agent is unavailable. This ensures that customer inquiries or messages are recorded for follow-up.

Play Audio for Voicemail

• Users can select an audio file that plays a message instructing callers to leave a voicemail (e.g., "Please leave your message after the tone.").

Audio Selection

• Click on the "Select Audio" drop-down to choose a pre-recorded voicemail prompt.

Voicemail Box Selection

• Click on the "Select Voicemail Box" drop-down to assign a specific voicemail box where messages are stored.
• The assigned voicemail box collects and stores the recorded messages for later retrieval.
• Click "Publish" to activate the voicemail setup.

How to Set up Timing (Business Hours)?

The Business Hours tool allows users to define working hours for each day of the week. This ensures that calls are routed correctly based on operational hours.

Specify Working Hours

• Users can set business hours by selecting the "From" and "To" time slots for each day.
• If no hours are set, the system assumes the business is closed for that day.

Assigning a Phone Tree

• Each time slot can be linked to a Phone Tree, ensuring calls are directed to the appropriate flow during business hours.
• The drop-down allows the selection of a predefined phone tree.

Adding Time Slots

• Each day of the week has an "Add Slot" option.
• Multiple slots can be added per day to accommodate different working periods.

Click "Publish" to save and activate the business hour settings.

Support

Need further help? Contact [e-mail] or call [phone].