Focus Direct π
Updated
by
BCH Digital Support
How does it work?
The customer can call the number and this is then routed through to up to 10 separate destination numbers sequentially. There options to play an intro the caller and a whisper to the agent.
This service can also be paired with Focus Menu (IVR) βοΈ.
Assign the service
Click on the New Number button in the top right, choose the number and click Assign Number.
Configure the Service
Description
Set a description for the service
Working Hours
Set times on the day's of the week when agent's can access the service.
Call Recording
Set to record calls or not. These can be accessed in the Call Recording Playback Guide.
Busy Detected Action
If we receive an engaged return from the destination you can set here if you want to continue going through the destinations or to stop routing.
Destination Attempts
How many times to try each destination.
DR Settings
Disaster Recovery can be set to another Focus Direct service.
Agent Tagging
Agent tagging can be done as the whisper asking for an agent ID, or during a call the agent can press "# agent ID #" to tag the call (eg #1234#)
Missed Call Alert Email
Set an email address to send missed call alerts to.
Voicemail
Set a custom voicemail audio with an email address to send the notification to.
Introduction Audio
Set the audio the customer will hear when first dialing into the number.
Whisper Message
Set the audio the agent will hear when they pick up a call.
Add destinations
Click on the Configure button on the Destination row.
Complete the configuration of settings for the destination and click Add New.
The destination will now be added and you can Enabled/Disable on the toggle, edit and set the hours the destination is available for.
Default Settings
By default every number will pick up the default settings configured here to enable easy access to configure numbers in bulk. Settings configurable are:
- Working Hours
- Call Recording
- Busy Detected Action
- Destination Attempts
- DR Settings
- Agent Tagging
- Missed Call Email Alert
- Voicemail
- Introduction Audio
- Whisper Message
Bank Holidays
Instead of remember to change the working hours you can set bank holiday days which will restrict all access to the number and divert callers to voicemail.
