Before you begin
Set up schedules for your property. For more information, see Schedules.
Set up call trees in Site Manager. For more information, see Maintenance call trees and technicians and Maintenance call tree setup in Site Manager Help.
How to do it
On the Tracking Source and Call Routing screen (from the top menu, go to Communications > Tracking & Routing), click the Defaults tab.
Voice/Call Routing Settings |
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Voice/Calls are handled by | Add schedules to define which prompts and routing rules the IVR system uses during a specific time of the week. For more information, see Schedules. NOTE After you add a schedule, you can create the call routing rules for that schedule. Click the Call Routing Workflow () button beneath the schedule. For more information, see Call Routing Workflows. NOTE After you add a schedule, if you are licensed for Chat IQ, a setting displays that allows you to enable the bot to answer calls for a schedule. |
Welcome Audio | The audio that the caller hears when the system answers. For example, "Thank you for calling Garden Estates." This welcome audio applies to default schedules for which Use Routing Audio is selected. Customized Text to Speech: Enter the greeting in the Text to Speech field. |
Prompt Audio | The audio that lists the options (or prompts) available to the caller. For example, "If you are interested in a new apartment, press 1. If you are a current resident and would like to report an issue, press 2. For all other inquiries, press 3." This prompt audio applies to default schedules for which Use Routing Audio is selected. Customized Text to Speech: Enter the prompt description in the Text to Speech field. |
Voice | Selects the voice that recites the Welcome Audio and Prompt Audio. |
Email Routing Settings |
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Emails are handled by | When enabled, the emailbot responds to emails. NOTE Displayed only if you are licensed for Chat IQ. |
Enable email push notifications | When enabled, a push notification appears on your computer screen when an email arrives. |
Text Routing Settings |
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Texts are handled by | Add schedules to define which prompts and routing rules the IVR system uses during a specific time of the week. For more information, see Schedules. |
Push notifications | When enabled, a push notification appears on your computer screen when a text arrives. |
Chat IQ bot | When enabled, the textbot responds to texts. NOTE Displayed only if you are licensed for Chat IQ. |
Routing | Defines if texts are routed to the property or Call Center. NOTE Displayed only if you are licensed for Call Center. |