New Call Features and Improved User Interface

We have added some new features to press1 and improved the user interface.

New featured added are:
Improved ‘call flow’ building: We have a new more flexible web interface for changing the call flow after a digit is pressed.
Call hunting:  Let’s you perform ‘follow on’ calls (previously only group calling) .
Call forward timer: setting allows you determine how long phone will ring before next action.
Go back to greeting: You can now collect a digit, play a message and send the caller back to the switchboard menu.
Separate busy handling: You can now have a different busy message or voicemail on each menu option (old system had common busy handling)

Read on for more details on configuring each feature

Improved ‘call flow’ building

Now call flow is much more flexible than before, it allows you to customise how the call will be handled after the caller selects a phone digit..

Here’s an example of how to build a basic call flow which forwards to number after the caller presses ‘1’ , but if busy will play a message and collect a voicemail.

Step 1. Add a new digit to your switchboard

step 1

Step 2. Change the first action to Forward to Number.

Step 2 -

Step 3.  Set the number (or numbers, you add up to 3 for group calling) and set ring time.

step 3

Step 4.  Add the next step by clicking [+] or add next action

Step 4

Step 5.  Select the voicemail message you want to play if the ‘forward to’ number is busy

Step 6. Click add next action again and select Voicemail then email. (note that you can’t add any more actions because it will hang up after voicemail is left)

Step 6

Call Hunting

In the past we only supported group calling (ringing a number of phones in parallel) when forwarding. We now also support call hunting, which means you can have follow on calls.

As an example we will show you how to setup hunting to call a landline phone for 30 seconds, then if there’s no answer follow with a call to mobile.

Step 1. Set the first menu action to Forward to Number.

Step 1

Step 2. Enter the landline number you wish to forward to and set the ring time to 30.

Step 3. Click the [+] or add next action.

Step4. Set the action to Forward to Number and enter the mobile number with whatever ring time you require.
Note:  If you click Apply Changes without adding anything further the call will be hangup if the mobile is busy or unreachable.

Go Back to Greeting

Many users wanted an option to return to the main switchboard greeting after playing a recording, this menu adds that feature. Of course the call flow builder is flexible, so equally you could return to the main greeting if there’s nobody available to take a call.

Here’s a screen shot illustrating how you would play a message back to the caller after pressing ‘1’ (for example to find out your mailing address) then send them back to the main menu.

Separate Busy Handling

We have changed busy/unavailable handling so it’s more intuitive and best of all, not common to all key press options.
This gives much more flexibility, for example you can have individual voicemail per digit chosen (you might want voicemail from sales to go to sales dept, and voicemail from support to go to support dept. ) . Equally you can have customised messages per department.

Here’s a screenshot illustrating the setup of a  separate busy meassage and voicemail email  for ‘1’ and ‘2’