Before you begin
Set up schedules for your property, and add at least one schedule to Default Settings or to the tracking source for which you are adding call routing. For more information, see Schedules and Default routing settings.
Create audio files for welcome messages, prompt descriptions, voicemail greetings, etc., as necessary.
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
From the Tracking Source and Call Routing screen, click the Defaults tab.
In the Voice/Call Routing Settings section, click the Routing button for the schedule to which you want the routing to apply. The Edit Default Call Routing screen appears and displays the schedule name in the top block.
Hover your cursor over the Schedule Name block, and click the Add button. The screen for the initial menu item appears.
Field | Description |
Menu Name | The name that appears on the call routing workflow diagram. |
Welcome Audio | The audio that the caller hears when the systems answers. For example, "Thank you for calling Garden Estates."
|
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."
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4. Click Save. The primary menu appears in the call routing workflow diagram.
5. When you hover your cursor over a Menu block, three selections appear.
Button | Description |
"add new" (plus sign) | Add a submenu or a call routing prompt |
"edit" (pencil) | Edit the menu |
"delete" (trashcan) | Delete the menu and all submenus and prompts |
6. Click the Add button. An option to add a submenu or a prompt appears.
7. To add a submenu, click Menu. To add a prompt, click Call Route.