Focus Menu (IVR) ☎️

Updated by BCH Digital Support

How does it work?

A customer calls in and is greeted with a customizable intro and menu options. These options can be linked to a Focus Queue, Focus Direct 📞 or Assist Classic (Automated) 🤖.

Assign the Service

Click on New Number in the top right.

Choose the number you want to configure and click on Assign Number.

Configure the Service

Description

Set the description of the service

Disaster Recovery

Set an alternative IVR service to switch to if your main service destinations are having issues.

Voicemail

Set an email address to send voicemails to.

Missed Call Email Alert

Set an email address to send missed call alerts to.

IVR Services

Create new service

Click on the + button to create a new service

Give it a name (eg Main Service or DR/Disaster Recovery) and click Save.

Now click the Edit button next to the service you created.

Node Configuration

Click on the Welcome node then click Edit.

Description

Set a description for the node

Audio Folder

Choose the folder that holds your uploaded audio (Card Payment Processing > Audio Database)

Audio File

Choose the audio to play from the Audio Folder

Choose the service you want calls to be internally routed to. This routing is done on the service

Linked Number

Choose the number associated with the chosen service

Keypad Commands

Show what DTMF commands can be pressed on this node.

New Action

Choose the action from the DTMF pad (eg hash key)

Action

Repeat the prompt or skip to a particular node

Schedule

Choose a time callers can access the service you choose. If they call outside of these times they will be diverted to voicemail.

Transaction Reports

Guide to configure transaction reporting.

How did we do?