Setting up the Transfer to Number Block with an Advanced IVR
For clients who want to transfer callers from the IVR to a staff member on their team, a Transfer to Number option can be added within an advanced IVR. For example, you may want sales calls transferred to a sales team member on your side, or billing calls transferred to your own billing team.
In this article we'll discuss:
Creating a Transfer to Number 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 Transfer to Number 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 three options:
- Default greeting: This option will relay a standard "one moment while we transfer you" message.
- 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, we'll need to configure the Transfer Settings. First, choose which number you'd like to display when a call is being transferred from the IVR.
- Callers Number: This option will display the caller ID of the caller when we transfer.
- SAS Number: This option will display the SAS number attached to your IVR when we transfer.
5
Next, choose what happens when the call is being transferred.
- Calls announced when you pick up: Choosing this option will play an announcement for you prior to the transfer. You can choose to either accept or reject the transfer. If you choose this option, you'll also need to choose a Ring Time, which will tell the system how long to wait before moving on.
- Callers asked for name, then announced: Choosing this option will ask the caller to say their name which will play for you prior to the transfer. You can choose to either accept or reject the transfer. If you choose this option, you'll also need to choose a Ring Time, which will tell the system how long to wait before moving on.
- Calls connected when transferred: Choosing this option will transfer the caller without any prior announcement, and will not give you the option to accept or reject the call. Choosing this option will not give you the ability to set a Ring time.
If you chose either of the first two options, you'll need to configure an additional block to tell the system what to do if there is no answer or if you reject the call. For example, if there is no answer you may want the call to transfer to an SAS agent instead, or play a recording and disconnect the call.
6
Next, choose a Transfer time.
- 24/7: This option will allow us to transfer calls 24/7
- Business hours only: This option will only transfer during business hours. If you choose this option, you will need to have already created a business hours set and select your business hours from the Options menu within your IVR workflow
7
Now it's time to select a Profile and number where transfers should go. Then choose an Outcome which will help you easily identify these types of calls within your IVR log.
8
Under the Field tab, you'll need to name your block. We named ours ER Transfer.
9
When you are finished, click Save.
Adding a Transfer to Number Block to an IVR Workflow
Once your Transfer to Number 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 for emergencies which will transfer them using the block we just set up. 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 Transfer to Number block.
6
On the left-hand side of your screen, locate your Transfer to Number block under the Unassigned Blocks section. Then drag it out to your workflow.
7
Next, connect the Transfer to Number block to the Greeting block by clicking the empty circle in the Greeting block and dragging it to the empty circle in the Transfer to Number 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!
