Vidicode PTAM, Manual

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PTAM Manual ©Vidicode 2002 33
5.8 Suggestions
The following suggestion might help to create a well functioning voice
response system for you.
•
Design the voice response menu on paper first before programming.
Check if everything tallies, and make sure there are no options that have
no outcome for the caller.
•
Avoid complex choices. If too many options are given, the caller will
forget the first options. Successful voice response scenarios are small
and simple.
•
We advise to let the caller make no more than 3, preferably 2 choices.
•
First read the option, then the key to press, e.g.:
" For information about fax machines, press 1, For information about
telephone exchanges, press 2".
•
Offer help to the caller who still has an old-fashioned pulse-dial
telephone.
•
Transfer callers who don’t make a choice to the telephonist, or let them
leave a message.
The following suggestions might help in the designing a voice response menu:
• You can have the key option for the caller to return to the main menu.
•
Options 2,3 and 4 can only be assigned to the exclamation mark. This is
useful to announce the caller that he can record a message or enter his
account number. When the associated operation is executed the PTAM
continues with the selected option behind the question mark. If the
question mark doesn't have a selection the PTAM will continue with the
# selection. This way you can thank the caller for his input or let him
continue in the menu. This way it is also possible to have the caller
decide whether he is satisfied with his message or not. If he is not
satisfied you can have the caller record a new message. The new
message is appended to the first recorded message.
•
You can have a key option to repeat the same system message again
for the caller to listen to the options once more. (This is standard after 30
seconds if there is not option selected behind the question mark)
5.9 Program the Timetable
By programming the timetable you can instruct the PTAM to respond with
different system messages at certain time intervals. For instance during
working hours you can transfer calls to different extensions. During lunchtime
you can inform callers that during lunch nobody is available and record
messages for different employees. After office hours you can have a message