Field

Description

Route Name

The name that appears on the call routing workflow diagram.

Prompt #

The number that the caller presses to instruct the IVR system to route their call. For example, 1 for leasing, 2 for maintenance, and so on.

Call Type

Category of the calls from the prompt. The call type appears in Site Manager Call Automation reports.

Routing

Routing rule to use:

Group

(Appears only if you select Transfer to Phone Number(s).)

The phone numbers to which the call is transferred, either all at once or in a round robin format.

Ring Time

(Appears only if you select Transfer to Phone Number(s).)

Number of seconds that the system calls the leasing office before the call is sent to voicemail.

Custom Whisper

(Appears only if you select Transfer to Phone Number(s).)

A custom whisper provides information about the call (for example, which property the call concerns or the pronunciation of the property name) to the agent before they engage with the prospect or resident.

Offer Callback

(Appears only if you select Call Center Agent.)

If no Call Center agent is immediately available, the caller is given an anticipated wait time and is offered the option to leave a phone number, maintain their place in the queue, and receive a call back when an agent is available.

Voicemail Email Address

(Appears only if you select Call Center Agent, Record Voicemail, or Automated Call Tree.)

If you want to send voicemail audio files to email addresses, enter the addresses. Separate multiple addresses with commas (,).

NOTE You can always listen to voicemail audio files from the Comm Hub queue and various call automation reports.

Upload Audio File

(Appears only if you select Record Voicemail or Play Audio.)

Upload the voicemail greeting or audio that the caller hears.

Play Audio

(Appears only if you select Play Audio.)

Select the audio file that the caller hears from the drop-down list.

Name / Priority / Active

(Appears only if you select Automated Call Tree.)

Select the automated call tree.

Enable Voice to Text

When enabled, the caller is offered the option to transfer the call to text messaging.

Exclude from Dashboard

When enabled, the call does not show on the Agent dashboard when a caller selects this prompt.