Creating a call menu/Announcement

Learn how to design an effective call menu and announcement for improved caller experience and streamlined communication.

Table of Contents

Steps to add a new call menu PIN Codes

In this article, we will explain how to create new call menus in Agilico Connect.

Call menus, also known as Interactive Voice Response (IVR), allow incoming calls to be answered automatically and routed based on the option selected by the caller. For example, callers may be asked to press 1 for Sales, 2 for Support or 3 for Accounts.

Steps to add a new call menu

  • Log in to the Agilico Connect Admin Portal (https://customerportal.hp2k.co.uk/).
  • Click the Menu icon in the left-hand pane.
  • Click + Add.
  • Give the menu a display name.
  • Select the site that the menu is for.
  • Choose the Sound File (the recording played when the menu is accessed, for example press 1, press 2, press 3).
  • Click Save.

You will now have access to additional options:

  • From the Announce Only dropdown, choose Yes or No.
    • Yes = disables the menu. The system plays the sound file and then routes the call to the time-out destination. Any key presses from the caller are ignored.
    • No = the system plays the sound file and then functions as a normal menu (caller input is accepted, for example 1 for Sales, 2 for Marketing).
  • Select the Sound File you wish to use.
  • Enter a PIN code.

PIN Codes

If you do not have the option to upload a sound file, you can record one directly using a handset:

  • Dial *61.
  • When prompted to enter the attendant number, this is the PIN code you created.
  • Follow the instructions to record your menu message.
  • The recording will then be saved for use in the call menu with the corresponding PIN.
 
  • Set the Menu Timeout.
    • If no timeout is set, the menu will repeat indefinitely until the caller makes a selection.
    • If a timeout is set, the caller will be diverted to the defined Timeout Destination once the timer expires.
  • Choose the Site to apply the menu from the dropdown.
  • Set the Timeout Destination.

Once completed, click Save, then add the menu options.

  • Under Options, Click Add+.
  • Add an Option Number (for example 1).
  • Add a Label (this is shown in the admin portal).
  • If you want to override the CLI Name, use the Overwrite CLI Name field when adding an option.
  • Select the Destination and choose the desired option
    • Edit shows a pop-up with the following options:
      • Voicemail Mailbox – choose a mailbox from the dropdown to forward calls to.
      • Menu – forward the call to another menu.
        • Menus can be configured via the Menu option in the left-hand pane.
      • User – choose a user from the dropdown to forward calls to.
      • Queue – forward the call to a queue.
        • Queues can be configured via the Queue option in the left-hand pane.
      • Call Group – forward the call to a call group.
        • Call groups can be configured via the Call Group option in the left-hand pane.
      • Menu Application – provides Dial by Customer Extension so the caller can enter an extension to be routed to.
      • Contact – choose a contact from the Address Book to forward calls to.
        • Contacts can be added via the Contacts option in the left-hand pane.
      • Time Condition – choose from configured Time and Date Conditions, such as bank holidays.
        • Time conditions can be added in Advanced > Time and Date Conditions.
      • Application – provides three options:
        • Busy Tone – plays a busy tone to the caller.
        • Congestion Tone – plays a congestion tone to the caller.
        • End Call – ends the call.
    • Engage Tone – provides the caller with an engaged tone.
    • End Call – ends the call.
    • Repeat these steps until each menu option has been added.