Interactive Voice Response

Helper Video – FastCall IVR Version 3.70

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Interactive Voice Response

FastCall allows a provisioned phone number to be assigned to a single user or a group.

When assigned to a Group FastCall uses a custom object “FastCall Group” and group members are managed in Fastcall. We are also using the native Salesforce group.

The group setting distributes calls via the FastCall automatic call distribution or ACD. These settings are managed under our Interactive Voice Response option (IVR.) Note: the FastCall ACD settings were in their own tab. We moved them.

When calls are distributed to a group of users, the default call rotation is round robin using a fixed order for rotation. When User #1 receives then completes a call, she is available again and will be selected to receive another call after FastCall has searched all other available users in the group.

Inbound call rotation can also be managed using the call transfer function in the IVR (discussed below.) Transfers can be nested. You can move from group to group for example 2 users then 2 users; or even one user to one user. In this case, rotation is always fixed for each inbound call. Position 1, 2, 3. Like that.

Ok, so IVRs.

IVRs start with an optional greeting: “Hello, thank you for calling…” then depending on your setup, you might give instructions such as “press 1 for a directory.” Your IVR recordings are creating in the call recording tab where you’ve recorded other messages.

FastCall IVRs have four possible actions:

  • Play directory
  • Call transfer
  • Menu
  • Voicemail
  • Time based routing
  • Queue (coming soon)

And options can be nested, so you can present a menu, then a directory.

The IVRs are created first, then assigned to a phone number. Each IVR has an optional introductory greeting “Hello this is Harry’s Hats….”

Play directory

    • Loop times – how many times should the menu repeat
    • Wait time – how long to wait for user input
    • Scope – read only users in a group or all users (org wide)

Note: User names are taken from FastCall user settings. Each user can record her name

Call transfer

  • No answer IVR defines steps when transferred call is not answered
  • Scope – calls can be transferred to single user, group or all users (org wide)
  • Call recording
  • Transfer options can be nested moving from group to group in a fixed order

Menu

    • Menus nest other IVRs
    • Example: Press 1 to hear a directory, Press 2 to transfer

Note: the child IVRs must be created first

Queue

  • Transfers a call to a queue (coming soon)

Other notes:

FastCall users have extensions – and can either record their own names, or use text-to-speech (TTS) to read the name. When using the FastCall directory you can read all users with FastCall licenses or chose a group.

User who are available will receive calls. User who are on active calls or offline will not.

Users with status are listed in the FastCall user panel. Admins can navigate to the user settings or listen to active calls. Standard FastCall users will see other users, but do not have editing rights and cannot listen to calls.

Users can be filtered by status or type for easier navigation in the users panel. FastCall will show the last login or logout time for each user. We also have a setting to automatically logout a user after N missed calls. Under Inbound Calls / Missed Calls.

When setting the time between users, it is important to consider how long each user needs to be able to answer her phone.

Users answer these inbound distributed ACD calls on a designated call receiver. This can be the FastCall softphone or a hardphone. We do not recommend a mobile phone.

Answering a call on a office phone vs the softphone gives a different notification in the widget. With the softphone, we are notifying the widget of the call in real time as the call is ringing. With an office phone, notification cannot be sent until a call is answered.

When calls are answered in the softphone, the user searches in the softphone for a matching Salesforce record using the caller ID. If no match is found then the user can create a new lead. If there are two records with the same phone number, FastCall will not return a match.

Call answering options are explained here:

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