Setting up the Transfer to SAS Block 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:
Creating a Transfer to SAS 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 SAS block to the center of your screen.
3
Under the Options tab, choose the SAS number you want calls transferred to. greeting from the Recording dropdown, or type in your greeting to use our Text to Speech option.
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.
4
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 Agent Transfer.
6
When you are finished, click Save.
Adding a Transfer to SAS to an IVR Workflow
Once your Transfer to SAS 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 transfer to an SAS agent to schedule an appointment. 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 SAS transfer, 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 SAS block.
6
On the left-hand side of your screen, locate your Transfer to SAS block under the Unassigned Blocks section. Then drag it out to your workflow.
7
Next, connect the Transfer to SAS 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 SAS 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!
