Verizon Wireline customizations on inbound
For Verizon we have implemented the below customization,
1)Playing recorded name while confirming ASAP and Schedule callback:
While confirming the ASAP and Schedule callback we used to play,
"you will receive a callback in <EWT>. Thank you for calling, goodbye." for ASAP and,
"you will receive a callback at <callback time>" Thank you for calling, good bye." for schedule callback.
Now we are additionally playing "Thank you" and "recorded name file" before the confirmation prompts. So the new verbiage will be like,
"Thank you <name> you will receive a callback in <EWT>. Thank you for calling, goodbye." for ASAP and,
"Thank you <name> you will receive a callback at <callback time>" Thank you calling, good bye." for schedule callback.
2) ANI menu:
While collecting the phone number in inbound if the ANI recognition is enabled and the recognized ANI is valid, we will play the ANI menu for the customer to choose whether to use ANI as the callback number or not. The ANI menu is as below,
"May we call you back at <ANI>? Press 1 for YES, Press 2 for NO "
If the customer presses 1, ANI will be considered as the callback number and the call continues to the name recording. If the customer presses 2, then the call will continue to the contact number collection where he can enter the contact number manually.
3) Main Menu (Normal Mode) re-ordering of options in the order ASAP, Scheduling, Choose hold, Further Options :
We can configure the Normal menu options order using the existing dynamic menu feature.
We can set this configuration at Configuration > Segments > VXML Interaction Server (VIS) > Normal Menu Order. Default value(order) for this is ASAP,MoreOptions,ChooseHold,Schedule,Messaging. Change this value to "ASAP,Schedule,ChooseHold,MoreOptions,Messaging" for the required order.
Rules and Usage of Normal Menu Order setting:
- The value is case-sensitive.
- To enable the dynamic menu feature, all five option names are mandatory in the value.
- If we want to disable any option for example 'ChooseHold' we need to turn off the setting "Configuration > Voice Experience > Menu Options > Choose Hold in Main Menu" Then the menu will be played in the order ASAP,Schedule,MoreOptions,Messaging with DTMF options 1,2,3,4 respectively.
- Messaging can be turned off using "Configuration > Voice Experience > Menu Options > Offer caller choice to receive Message in the Main Menu" setting.
