Inter-Tel AXXESS Manual page 448

Voice Processing Features
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INTER-TEL AXXESS
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MANUAL VERSION 11.0 – May 2008
Here are some tips for designing an effective Call Routing Announcement application:
Design with the caller in mind, not just the information you want to include.
Keep menus as simple as possible, with four or fewer options per menu.
Number options sequentially and do not skip numbers. List "transfer to operator" last.
Use consistent digits for options, such as 1 for Yes, 2 for No, and 0 for the operator.
State the option before the digit. For example, say, "For account information, press 1,"
instead of, "Press 1 for account information."
Draw a map of your arrangement to avoid "dead ends" or endless loops.
Take advantage of Caller ID [CLIP] and DNIS to route calls to suitable menus.
Keep recordings short (under 60 seconds) and do not use jargon.
Give the most frequently requested information in the first ten seconds, without requir-
ing the caller to press a digit.
Make sure the recordings are clear and the voice is consistent from prompt to prompt.
Avoid heavy regional accents.
Do not repeat the main greeting on any other level.
Make seasonal changes when necessary, but keep menu options the same (callers get
used to them).
Include an option for overriding the Primary Language. For example, say, "For English,
press 1. Para Español, empuje 2."
Test your application any time you make a change. Listen to your prompts periodically.
To program a Call Routing Application:
Create the Call Routing Application and enter its description and user name.
Change the day and night greetings to custom recordings. Remove the default record-
ings and assign new recording numbers. (Write down the recording numbers and their
assignments. You record them later.)
If using Digit Translation, create the digits and nodes you are using.
Give them appropriate descriptions and usernames (for example: Sales 1, Service
a.
2, Repair 3, etc.)
Go back to the Applications Programming screen and expand the Call Routing
b.
application that you have just created.
Program each digit or node individually and set the greetings as desired. Repeat
c.
this step for all nodes and digits.
Use the System Administrator's mailbox to record your custom greetings.
Test the application and all of its nodes by calling the application and checking each
digit and node.
Call Routing Announcement