Setting up a Keypad Option with an Advanced IVR
For clients who want to provide their callers with subsequent options after the initial IVR greeting, a Keypad Option can be added within an advanced IVR. For example, if you want callers to press 1 for English and 2 for Spanish, and then provide them with additional options afterwards based on the number they pressed, the Keypad Option block can be used. Additionally, Keypad Option blocks can also be used if the initial IVR prompt has more than 9 options.
In this article we'll discuss:
Updating the Main IVR Greeting
All IVRs must start with a Greeting. This will be considered your "main menu" and will provide callers with options which will route them one way or another. In this example, we'll update our main IVR greeting to prompt callers to press 1 for Support or 2 for Sales. If they press 1 for Support, we'll have them navigate through another prompt to determine what type of Support issue they need help with.
1
Within SAS Flex, go to the Builder icon on the left navigation panel and select IVRs. Then, click on the IVR you wish to update.
2
On the next page, click on your Greeting block, as shown below.
3
In the panel that appears on the right-hand side of your screen, you'll need to update the prompt language. If you are using a Recorded audio file, you will need to re-record and re-upload the file with the new prompt language. If you are using the Text to Speech option, you can just update the text as shown below.
In our example, we'll be adding a Press 1 option for Support issues and a Press 2 option for Sales inquiries.
If you want a different message to play when you are closed for after hours or holidays, use the Away audio message toggle, then choose Play when we are closed from the Frequency dropdown and add your respective greeting.
In order for the IVR to be able to change based off your business hours or after hours, you'll want to make sure you have already created a business hours set and a holiday set. Additionally, you'll want to make sure your business hours set is selected under the Options gear within the IVR workflow.
4
Next, under the Logic section, we'll need to add our new Logic Options.
5
When you are finished, click Save. Your new workflow should look something like the image below.
Creating and Adding a Keypad Option
1
From the main IVR workflow, click the + node beneath the section you want to result in a new Keypad Option. Then, select Keypad Option.
2
On the panel that appears on the right-hand side of your screen, you can choose your Recorded greeting from the Recording dropdown, or type in your greeting to use our Text to Speech option.
If you want a different message to play when you are closed for after hours or holidays, use the Away audio message toggle, then choose Play when we are closed from the Frequency dropdown and add your respective greeting.
In order for the IVR to be able to change based off your business hours or after hours, you'll want to make sure you have already created a business hours set and a holiday set. Additionally, you'll want to make sure your business hours set is selected under the Options gear within the IVR workflow.
3
Next, we'll begin adding our prompt options under the Logic section. In our example, we're adding 3 options that reflect the prompts in our secondary greeting.
4
When you are done, click Save. Your new workflow should look something like the image below.
5
Now it's time to finish configuring your IVR. Depending on your needs, you can choose how you want calls to flow. In our example, we'll have Emergency calls transfer to a non-SAS number, General Maintenance calls transfer to an SAS agent, and All Other Calls result in a Voicemail. Back in our initial prompt, we'll have Sales calls transfer to another non-SAS number.
For a breakdown of all IVR options, check out this article.
6
When you are satisfied with your IVR, click the Publish button in the top right-hand corner to publish your changes.
