Voice menus allow you to route a call efficiently by the use of key presses. The caller will hear a voice prompt providing them with options, for example to press one for support or two for sales. They will then be transferred to the desired destination automatically.
We sometimes refer to these menus as an 'IVR'. This stands for Interactive Voice Menu.
This article contains the following sections:
- Section 1
- Section 2
- Section 3
The above sections need to be created as anchor links. See Zendesk's guide:
Before we Start
Before following this guide, you need to have your Gradwell Control Panel login detail. You can use this guide on how to login for assistance.
Gradwell does not provide any recordings for you to use in your voice menu. You will therefore need to record a message, or have a professional recording made and uploaded to your Control Panel. You can use this guide on recording and uploading custom messages for assistance.
Creating a new Voice Menu
To get started, select Your Phones then Voice Menus from the top menu of your control panel.
This will take you to the Manage Voice Menus page, which shows any existing menus and allows you to create new ones.
Select Add new voice menu to proceed to the next page.
You will now be presented with the IVR options.
Set the name and email of your Voice Menu to something that you will remember later. You now have the options to customise your menu with the following options:
- Message on answer: Select the message, or voice prompt, you wish to use from the drop down box. This will be played to the caller when they enter the voice menu
- Message on invalid/no response: If you wish for the caller to hear a message if they fail to enter a key press, select the relevant message from the drop down box
- Allow IVR extension dial: If this is turned on, users will be able to dial local seven digit extensions. This is useful if they know the extension of the person they wish to speak to.
To add key press options to the menu, click the 'Click to add an action for this menu' button.
Select the digit you wish to customise using the left hand dropdown box, and then the destination that that key press would lead to in the next drop down box.
Click Create Voice Menu when you have added the options you require.
Updating an Existing Voice Menu
Once you have created a menu, you can edit it from the Manage Voice Menu's page. To do so select the cog on the right hand to show the options for editing the menu.
Selecting 'Voice Menu Settings' will allow you to amend the audio files attached, the name of the IVR and the email address associated with the IVR.
Selecting 'Edit Voice Menu' will allow you to amend the actions on button press, press 1 for sales etc.