Customer scenario
All customers.
Opportunity
Fast-tracking customers call flow.
Solution
When a customer calls in and the customer are redirected or forwarded the agent can get info on what number the customer first search for.
Click on the tabs below to get a step-by-step guide on how to "Show info about searched queue" in your PBX:
Create a new IVR and Queue or use an existing one
- If this is your first IVR and Queue, please refer to the support page for info on how to set up an IVR with standard nodes: How to set up your PBX services.
- The image below is an example of a complete IVR setup that caters to this use case. Use this as a reference to create your own IVR flow in the admin portal.
- The following steps will go through the setup of the Advanced nodes marked with green in the IVR flow.
Delete
Delete
Information
- Create a Queue with a random number.
- Create an IVR on the number the customer is expected to call.
If the number to be used on the IVR in this guide already exists on a other queue, then the best practice is to delete that queue and rebuild it. Alternatively, build the solution according to the guide, then ask support for help with a Number Swap between the PBX Services.
Set settings on IVR and add Advanced Nodes - Save variable
- Go to the IVR you created.
- Click on the Key pad in the IVR.
- Under Possible touch-tone options > click on touch tone option 1.
- Under Seconds until time out > lower to 1.
- Click on the first touch-tone option and choose Hang up.
- Click on the second touch-tone option and click on Advanced.
- Under Advanced choose Set variable.
Add the name on the Variable that should be saved
- Use the same value here on all IVRs that are created. (ORIGINALQUEUE is just an example, no obligation, however, it is case sensitive).
- Write the name of the queue/department or equivalent that should be displayed in the softphone.
Add the gender created in the IVR.
- Click on the question mark in the IVR.
- Choose the Queue you created earlier.
- Now you are done creating the PBX set up!
Build a Call Widget with an information box that displays the variable from point 4
- Go to the Users tab.
- Navigate to Call widgets.
- Click on Manage call widgets.
- Click on Create new call widget.
- Under Header settings add the Titel to the Call widget for example "Show info about the searched queue".
- Click on "+ Add content row" and under Titel add the Variable name that you also added in the IVR.
- When done > Click on Create widget.
Add to X number of users to the Widget
- Mark the User you wish to add the Call widget on.
- Click on Add widget.
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Check the widget in the list and click on Add widget.
- Now you are done and the widget is ready to be used on user level!
