(9.1+) Outbound Menu Order

The Outbound Menu Order setting allows you to rearrange the order of menu options presented to callers when they receive a callback.

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

image of the outbound menu order setting
Note:
  • Outbound Menu Order is only available with VXML Interaction Server (VIS). It is not available for deployments using GlobalCall IVR.
  • In the VHT_Config database, this setting is associated with the OutboundMenuOrder Segment Variable in the SegmentVariables table.

Rearranging menu options

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

  • Press 1: Speak to an agent
  • Press 2: Request more time
  • Press 3: Reschedule for a later time
  • Press 9: Cancel the callback
Note: The cancel option requires customers to press 9 by default. However, Option 9 will not be used when a custom order is assigned. If you rearrange the options, only DTMF digits 1 through 4 will be used.

You can change the order of options in the Outbound Menu Order field. The table below shows the value used for each option in this field.

Menu optionValue
Speak to an agent (always offered)SpeakToAgent
Request more time before speaking to an agentMoreTime
Reschedule the callbackReschedule
Cancel the callbackCancel

Example

If the values in the Outbound Menu Order field were rearranged to "SpeakToAgent,Cancel,MoreTime,Reschedule", then the main menu options would be presented as:

  • Press 1: Speak to an agent

  • Press 2: Cancel the callback

  • Press 3: Request more time

  • Press 4: Reschedule for a later time

As mentioned, notice that the final option is DTMF digit 4 rather than 9 after rearranging the 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 Outbound Menu Order field will move up in the list.

As an example, if the Outbound Menu Order field contains "SpeakToAgent,Cancel,Reschedule,MoreTime", but rescheduling is disabled for the queue, then the Reschedule option would not be presented to customers. The Cancel option would be followed by the More Time option.

Supported languages

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

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