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Howto: Setting up a Virtual Switchboard

This is a quick howto to help first time users get started.

Here’s what we want to do.

During Opening Hours (Mon-Fri 9:00-17:00)

- Answer the call and play a menu “welcome, press ’1′ for sales, press ’2′ for support, press ’3′ to get our postal address”
- Get an email alert to tell us a call arrived (we will keep this as a log of calls).
- If the customer presses ’1′ they are diverted to ‘sales’ on the landline 021-123456
- If the customer presses ’2′ they are diverted to a mobile number 077-123456
- If either of the numbers are busy/unavailable we will collect a voicemail
- If the customer presses ’3′ we play them a recording with our address.

During Closing Times
- Answer the call and play an announcement “sorry, we are closed, our opening hours are … please leave a message and we will return your call”.
- Collect a voicemail.

Step-by-step
(1) Define the opening hours
Select the tab ‘opening hours’, click the days you are open and enter the times.

Define business opening hours

Define business opening hours

(2) Upload the recordings

You will need to make some sound recordings for upload. This can be done on any PC with a microphone.  You can use the ‘sound recorder’ application which comes on windows (start>programs>accessories>entertainment>sound recorder). The preferred format is a .WAV file 8Khz MONO (this is the native format and will not be re-sampled).

Tip: If you do not have a microphone you can phone in to your switchboard and collect a voicemail, this will be emailed to you in the correct format.

Note: We can also provide professional recordings at very reasonable rates.

Upload the recordings you need

Upload the recordings you need


(3) Configure open menu

Let’s recap the requirements

- Answer the call and play a menu “welcome, press ’1′ for sales, press ’2′ for support, press ’3′ to get our postal address”
- Get an email alert to tell us a call arrived (we will keep this as a log of calls).
- If the customer presses ’1′ they are diverted to ‘sales’ on the landline 021-123456
- If the customer presses ’2′ they are diverted to a mobile number 077-123456
- If either of the numbers are busy/unavailable we will collect a voicemail
- If the customer presses ’3′ we play them a recording with our address.

Click on the ‘Open’ tab. The default setup will look something like this.

The default 'Open Menu'

The default 'Open Menu'

Now add the digits which will be pressed ’1′, ’2′ and ’3′ by clicking on the ‘unused digits’ section.

The menu will now look something like this..

The 'open menu' with 3 options added.

The 'open menu' with 3 options added.

We will now activate notifcations for every call.

Activate email alerts

Activate email alerts

Then choose the correct recording for the message to be played “welcome, press ’1′ for sales, press ’2′ for support, press ’3′ to get our postal address”. Make sure to select how many times the message will be played, when the message is played out (and no key has been pressed)  it jumps to section ‘no key press’.

Select the greeting you want to play while open

Select the greeting you want to play while open

The configure the three options which will be selected by the caller. If you do not want to play a message to the caller after pressing the digit (like “we are forwarding you to the correct department”) then choose ‘silent pause’ (this is default microsecond of silence) before forwarding.

Options ’1′ and ’2′ will be sent to a phone number, option ’2′ will play a pre-recorded announcement (uploaded on the ‘recordings’ page). Don’t forget to set up an action for calls which make no choice after calling the menu, the section ‘no key press’ is reached if the caller presses nothing an listens the greeting the set number of times.

Configure options '1', '2' and '3' - don't forget the 'no key press'

Configure options '1', '2' and '3' - don't forget the 'no key press'

Click ‘apply changes’ to commit the updates.

Apply changes to commit updates

Apply changes to commit updates

Then set missed/busy/unavailable actions in case any of the forwardings fail. Typically you will play an unavailable message and collect a voicemail.

Note: this section will only appear if you have a forwarding active on your menu.

Set actions for missed/busy calls.

Set actions for missed/busy calls.

‘Apply Changes’ once again.

Apply changes to commit updates

Apply changes to commit updates

We can now phone into our switchboard to test the change.  If it’s not during opening hours we can force this from ‘Opening Hours’ page by selecting ‘always open’.

Here’s how the final menu looks (that was easy wasn’t it?)

The is how the configured 'open menu' looks

The is how the configured 'open menu' looks

(4) Configure the ‘Closed Menu’

To review, on the closed menu we want to

- Answer the call and play an announcement “sorry, we are closed, our opening hours are … please leave a message and we will return your call”.
- Collect a voicemail.

This should be straight forward once you’ve configured the ‘open menu’, take a look at the screenshot below.

Note: Don’t forget to click ‘apply changes’.

The configured the 'closed menu'

The configured the 'closed menu'

The switchboard is now fully configured !