Voicemail Zero-Out Personalized Configuration

Background

Switchvox Admins have the ability to configure system-wide voicemail options which include routing to a specified extension if the caller presses zero. This feature can be combined with IVR logic to handle complex routing based upon the called extension or caller ID info; however, it does not provide the individual user direct control over whether to make use of this feature or where their call would be routed.

With this procedure, an individual User can configure their Call Rules to provide a caller an option to be routed to another extension rather than the User's voicemail. With this configuration and appropriate greetings, the caller will be invited to either leave a message or press a button to reach another extension. This configuration is accomplished at the User level and does not require Admin intervention. It may be configured on one or many extensions. Each User may specify and change their configured extension via Call Rules - to another user's extension, a queue or a predefined IVR extension.

For example, Monica is trying to reach Chandler, her account manager, at extension 100; however, he is not available to take her call. Normally Monica would be prompted to leave Chandler a voicemail on his extension. In this case, Chandler has pre-configured his Call Rules using this procedure and Monica is instead greeted with, "Hello. You've reached Chadler's voicemail. Unfortunately, I am not available right now. Please press zero to speak with the next available sales associate, or hold to leave me a message." Monica chooses to press zero, and Chandler's Call Rules send her call to the Sales Queue at extension 200.

Procedure

Step 1:  You will create a "Secret Code" action in your Call Rules. This can be any single digit that you would like the caller to press in order to be routed to the alternative extension you have pre-configured.

1. Log into the Switchvox extension in /main

2. Go to Features > Call Rules > Unanswered Call Rule Sets and click Create Call Rule Set. Alternatively, you may modify an existing call rule.

3. Within the Call Rule Set, click Create Action and choose Secret Code.

4. Set Call Type to Direct Calls.

5. Enter the single digit of your choice in the "Secret Code to Prompt for" field.

6. The default "5 rings" is recommended as the "Number of times to ring previous rule before code prompt" in this configuration.

7. Select 1 as the Number of tries to allow.

8. For "If Code Is Incorrect, then" select Voicemail in the drop-down menu.

9. Click Save Action.

Step 2: Next you are going to create a Call Forward action to specify to which extension the caller is sent when they enter the code. These steps are also completed in the Call Rule Set used in Step 1.

1. While in the call rule from Step 1, click the Create Action.

2. Click on the Call Forward button.

3. Select Direct Calls from the "Type of call" drop-down menu.

4. Enter the "Extension the caller will be sent to".

5. Set "Number of times to ring previous rule before forwarding" to "Immediately".

6. Click Save Action.

Step 3: In order for the caller to be aware of their options, an appropriate “Secret Code Enter Password” message will need to be recorded. The exact message can be tailored to fit the needs of your business and usage scenario. You must simply inform the caller what key to press to reach the other extension, or that they can wait to leave a voicemail.

1. Go to Features > Call Rules > Messages Prompts.

2. Click on the Plus sign to modify the “Secret Code Enter Password” row.

3. Select "Record Over Phone" from the Sound Source drop-down menu.

4. Click the Create New Sound button. This will cause your phone to ring.

5. Follow the audio prompt on the phone instructing you how to record the new message.

6. When complete, click the Done button on the screen.

Step 4: Confirm desired placement of this new Call Rule Set and the Actions it contains, as well as its General Settings, such as Time Frame and Status settings for when this rule set should be in effect.

1. Call rules are obeyed sequentially. Make sure the Forward rule made in Step 2 immediately follows the Secret Code rule made in Step 1.

2. Go to the Settings tab for this new Call Rule Set and select the Time Frame and Status during which you would like this rule to be used, when the caller will receive the prompt. (Note: If this will be used only on demand, you may wish to create a new Status type and use it specifically for this purpose.)

3. Go to Features > Call Rules and consider the order of all Call Rule Sets, and the position of this new Rule Set among them.

Step 5 - Optional: You may wish to update your voicemail greeting. Consider that the Secret Code message recorded in Step 3 will play first. If the caller chooses not to press the designated key to go to the configured extension, then they will arrive at your voicemail. Depending on the verbiage of your greetings, this may present as redundant. How you handle this is likely to depend on the particulars of your messages and how frequently you plan to use this feature. Please note that you do have the ability to differentiate the voicemail greeting a caller hears by Status and Time Frame, just as you did with the Call Rule that you created above. As a result, you may choose to maintain a standard, full voicemail greeting by default, for use when this new configuration is not in use. When the Secret Code rule is in effect, you can make use of its initial greeting and then a different voicemail greeting which will be appropriate for a caller who has already been presented with the option to press a button and speak with someone else.