Setting up a Disconnect Option with an Advanced IVR
For clients who want to provide information to their callers without having to transfer to an SAS agent, a Disconnect option can be added within an advanced IVR. Disconnect blocks will play a recording of your choosing and then disconnect the call. Disconnect blocks are most often used to relay a business's location, hours of operation, or answers to frequently ask questions.
In this article we'll discuss:
Creating a Disconnect Block
1
Within SAS Flex, go to the
Builder icon on the left navigation panel. Then select
IVR Blocks.
2
From the
Builder drop down, drag and drop the
Disconnect block to the center of your screen.
3
Under the
Greeting tab, navigate to the Main greeting section. Here you can choose to use one of two options:
- Recording: This option will allow you to select your own recording file from the drop down.
- Text to speech: This option will allow you to type in your own message which our system will read to your callers
4
Under the
Options tab, choose an
Outcome which will help you easily identify these types of calls within your
IVR log.
5
Under the
Field tab, you'll need to name your block. We named ours
FAQ Recording.
6
When you are finished, click
Save.
Adding a Disconnect Block to an IVR Workflow
Once your Disconnect block has been created, it's time to add it to your IVR workflow.
1
Within SAS Flex, go to the
Builder icon on the left navigation panel. Then select
IVRs.
2
If you already have an IVR created, go ahead and select it. If not, you'll want to follow the instructions in
this article.
3
On the next page, you should see your IVR workflow. In our example, we want to have callers press 3 to hear a recording of our hours of operation and location. So, we'll need to update our Greeting block to include an option for that. To update your Greeting block, click on the hyperlinked
Greeting field as shown below.
4
In the Greeting block, go to the
Logic tab and click
Add to add another option. Then select the number you'd like callers to press for the recording, and name the option accordingly. When you are finished, click
Save.
5
Back on the IVR Workflow page, you should see your newly added option within your Greeting block. Now we'll need to connect that option to your Disconnect block.
6
On the left-hand side of your screen, locate your Disconnect block under the
Unassigned Blocks section. Then drag it out to your workflow.
7
Next, connect the Disconnect block to the Greeting block by clicking the empty circle in the Greeting block and dragging it to the empty circle in the Disconnect block as shown below.
8
When you are finished, 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!
