Setting up an Advanced IVR

Many businesses utilize IVR or auto-attendant features to help control the flow of calls, which can help reduce inbound traffic or easily route callers to the appropriate party without requiring agent interaction. IVRs can be simple, such as offering a Press 1 or 2 option for English or Spanish-speaking callers. They can also be complex, such as including a voicemail option, transfers, employee directories, etc. For more information on how to configure a simple IVR, follow these instructions. For advanced IVRs, continue with the instructions below.

To configure an Advanced IVR, you will an Additional Line to attach to your IVR. Please contact us for assistance. 

In this tutorial we'll show you:

Creating your Main Greeting

1
Within SAS Flex, go to the Builder icon on the left navigation panel. Then under IVRs, select Blocks.

2
All of the available IVR blocks will be listed on the left. 

3
First, let's drag over the Greeting block to the designated area on your screen. 

4
Under the Greeting tab, choose your Recorded greeting from the Recording dropdown, or type in your greeting to use our Text to Speech option.
NOTE: You must upload your greeting(s) to the Greeting Library before you can use them in your IVR.

5
Under the Options tab, choose what will happen if there is no input from the caller after the greeting, or if there is an invalid input. 

6
Under the Logic tab, we'll need to add our various prompt options. In our example, press 1 will lead to an hours of operation recording, press 2 will lead to a direct transfer to voicemail, and press 3 will lead to an SAS agent. 
7
If you want to include a list of Employee extensions, you may fill them out under the Employees tab. This is not required, but if you choose to use it, you will also need to configure Employee Extension blocks. 

8
Under the Field tab, you'll need to name your block. We named ours Main Greeting.

9
When you are done, click Save

Creating a Press 1 Option

In our example, our Press 1 option will lead to a secondary greeting listing the hours of operation. 

1
From the IVR Blocks menu, select Disconnect and drag it over to the designated area on your screen. 

2
Under the  Greeting tab, choose your Recorded greeting from the dropdown, or type in your greeting to use our Text to Speech option. 

3
Under the Options tab, choose an Outcome to help classify the call in your IVR log. You can select one of the system Outcomes, or you can create your own

4
Under the Field tab, you'll need to name your block. We named ours Hours of Operation.

5
When you are done, click Save

Creating a Press 2 Option

Our Press 2 option will lead to an option for callers to leave a voicemail.

1
From the IVR Blocks menu, select Voicemail and drag it over to the designated area on your screen. 

2
Under the  Greeting tab, choose your Recorded greeting from the dropdown, or type in your greeting to use our Text to Speech option. 

3
Under the Options tab, choose which Profile(s) you want to be notified whenever there is a new Voicemail. You can also add an Outcome, which is how the Voicemail will be displayed in your IVR log.

4
Under the  Field tab, you'll need to name your block. We named ours  Voicemail.

5
When you are done, click Save

Creating a Press 3 Option

As we mentioned above, our Press 3 option will lead to a direct transfer to an SAS agent. 

1
From the IVR Blocks menu, select  Transfer to SAS and drag it over to the designated area on your screen. 

2
Under the Options tab, select the SAS number you want the call to transfer to. Then select an Outcome to help classify the call in your IVR log.

3
Under the Field tab, name your block. We named ours SAS

4
When you are done, click Save

Configuring your IVR Workflow

Once your IVR blocks have been created, you are now ready to build your IVR. 

1
Click the Builder icon on the left menu navigation panel and select IVRs.

2
Click Add IVR. In the pop-up window, you'll need to add a name for your IVR. Then click Save

3
Select your newly added IVR to begin building. Your screen should look like the picture below. 

4
Under Unassigned blocks, locate your Main Greeting, and drag it over to the designated area on your screen.

5
Drag out your other IVR blocks, and match them up accordingly.

6
When you are done, click Save.
Congratulations! You've just built an advanced IVR. Now you'll need to assign your SAS numbers to the IVR and Script accordingly, or you can contact support for help!
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