Setting up a Transfer to SAS Option with an Advanced IVR
For clients who want to transfer callers to an SAS agent, a Transfer to SAS option can be added within an advanced IVR.
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 subsequent options. In this example, we'll update our main IVR greeting to include a Logic Option which if pressed, will result in a transfer to an SAS agent.
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 2 option for callers looking to schedule a general maintenance appointment. These calls will result in a transfer to SAS.
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 Option.
5
When you are finished, click Save. Your new workflow should look something like the image below.
Creating and Adding a Transfer to SAS Option
1
From the main IVR workflow, click the + node beneath the section you want to result in an SAS Transfer. Then, select Transfer > SAS.
2
On the panel that appears on the right-hand side of your screen, select the SAS Number you wish to transfer calls to, as well as the Outcome.
If you're adding an advanced IVR to your account and don't want to change the number you're forwarding to, you can re-assign the number that is attached to your script to the IVR, and assign the new number to your script. If you do this, make sure you select the applicable number from this drop down. Otherwise, calls may result in a loop.
3
When you are finished, click Save. You will then be taken back to your main IVR workflow. If you are satisfied, don't forget to click Publish in the upper right-hand corner.
