(9.1+) Normal Menu Order

The Normal Menu Order setting allows you to rearrange the order of options presented to callers in the main menu. This setting only applies in Normal Operation Mode.

Quick access: Configuration > Segments > VXML Interaction Server (VIS)

image of the normal menu order setting
Note:
  • Normal Menu Order is only available with VXML Interaction Server (VIS). It is not available for deployments using GlobalCall IVR.
  • Client must be on VIS 7.4 or newer.
  • If updating from VIS 7.3 or older, they will also need dynamic menu voice scripts added as well.
  • In the VHT_Config database, this setting is associated with the NormalMenuOrder Segment Variable in the SegmentVariables table.

Rearranging inbound menu options

By default, the Normal Menu Order field will be populated with the default order of options:

  • Press 1: Register an ASAP callback
  • Press 2: Hear more options
  • Press 3: Remain on hold
  • Press 4: Schedule a callback for a specific date/time
  • Press 5: Transition to a messaging conversation

You can change the order of these options in the Normal Menu Order field. The following table shows the value used for each option in the Normal Menu Order field.

Menu optionValue
Register an ASAP callback (always offered when a queue is in Normal Operation Mode)ASAP
Hear more optionsMoreOptions
Remain on holdChooseHold
Schedule a callback for a specific date/timeSchedule
Transition to a messaging conversationMessaging

Example

If the values in the Normal Menu Order field were rearranged to "ASAP,ChooseHold,Schedule,Messaging,MoreOptions", then the main menu options would be presented as:

  • Press 1: ASAP Callback

  • Press 2: Remain on hold

  • Press 3: Schedule a callback

  • Press 4: Transition to a messaging conversation

  • Press 5: Hear more options

Important: All menu options must be listed in the field. If an option is missing, the default order will be used.

Considerations for queue-level settings

Even though all options must be included in the field, queue settings will determine which options are ultimately offered to customers. If a menu option is disabled for a queue, that option will not be presented to callers. In that case, the next item in the Normal Menu Order field will move up in the list.

As an example, if the Normal Menu Order field contains "ASAP,ChooseHold,Schedule,Messaging,MoreOptions", but scheduled callbacks are disabled for the queue, then the scheduled callback option would not be presented to customers. The Choose Hold option would be followed by the Messaging option.

Supported languages

The Normal Menu Order setting is available for all languages supported by VIS and does not require updating voice-prompt sets.

VIS supported languages

Included

  • Canadian French
  • English
  • North American Spanish

Optional

  • Arabic
  • Danish
  • Dutch
  • European Portuguese
  • Finnish
  • German
  • Greek
  • Hebrew
  • Italian
  • Japanese
  • Korean
  • Mandarin Chinese
  • Norwegian
  • Polish
  • Russian
  • Swedish
  • Turkish