Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

IVR

Call Flow - IVR

To modify or create new IVR, go to Call Flow > IVR in the telephony Menu.


General Tab




Both creating new and editing will open a popup screen. There are a few fields to fill in.

  • Name: Name of the IVR.

  • Greeting: Sound message to play at the start of the IVR.


  • Repeat at most: Maximum number of times the IVR will be repeated on timeout error before automatically hanging up the call.


  • Key: To set the key for caller to press in the IVR menu.

  • Announcement: Announcement with audio instruction for callers for the key. For example: To speak to John, please press 1.

  • Play when selected: Announcement to play when the key is pressed by the caller. For example: Please hold on while your call is being transferred.

  • Perform when selected: This is the destination when the key is pressed by the caller.


Timeout Tab

You will need to configure the timeout destination in this tab



  • Wait for key press: Number of seconds to wait for the caller to dial DTMF before no key press takes effect.

  • If no key pressed in Xsec Play:. Recording or sound file to play if caller does not press any key.

  • If no key pressed in xsec Perform: Action to perform if caller does not press any key. Note that this will repeat based on configured Repeat at most.

  • If wrong key pressed play: Recording or sound file to play if caller pressed a key that is not a configured DTMF options.

  • If wrong key pressed perform: Action to perform if caller pressed a key that is not a configured DTMF options.

  • If no option selected... play: Recording or sound file to play if caller does not press any key.

  • If no option selected... perform: Action to perform if caller does not press any key after the total amount of retry set on Repeat at most.


Let us help

If you have any questions, or need further support, please don’t hesitate to reach out.