(8.13) Dyanmic main menu

Note: This feature is available with On-Premise Callback version 8.13.4.

The Dynamic main menu feature allows you to choose the order of main menu options presented to callers when a queue in an On-Premise Callback system is in a Normal Operation Mode.

The introduction of a new segment variable - NormalMenuOrder - enables the dynamic main menu by defining the order of the menu options.

Steps to turn on Dynamic Main Menu.

  1. Enable Menu Options at the queue level
  2. Activate Dynamic Main Menu at the segment level
Note:
  • The dynamic main menu feature is available with VIS deployments only. It is not available with GlobalCall IVR deployments.
  • Client must be on VIS 7.4 or newer.
  • If updating VIS from 7.3 or older, they will also need the dynamic menu voice scripts added as well.

Enabling main menu options

The main menu options presented to callers is controlled in the Menu Options section of Configuration. You can configure these options in Configuration > Voice Experience > Menu Options.

Enable the menu options you want to present to callers by toggling the switch to ON.

The current main menu options available are:

  1. Hear more options
  2. Remain on hold
  3. Schedule a callback for a later time
  4. Transition to a Text Conversation with Mindful Messaging

Callers will always be presented with an option to register for an ASAP Callback when a queue is in Normal Operation Mode.

Activating dynamic main menu

The NormalMenuOrder segment variable contains a comma-separated list defining the order of menu options that will be presented to callers.

Example

If NormalMenuOrder="ASAP,ChooseHold,Schedule,Messaging,MoreOptions", then the main menu options would be presented as:

Press 1: ASAP Callback

Press 2: Choose Hold

Press 3: Schedule a callback

Press 4: Transition to a text conversation with Mindful Messaging

Press 5: Hear more options

Important: All menu options need to be listed in the segment variable in order to enable the dynamic main menu functionality.

Valid text for the comma-separated list:

  • ASAP
  • ChooseHold
  • Scheduled
  • Messaging
  • MoreOptions

If a menu option is turned off on the queue level, the option will not be presented to callers and the next menu in the NormalMenuOrder will move up.

As an example, this is the defined order: ASAP,ChooseHold,Scheduled,Messaging,MoreOptions

If you were to turn off the Scheduled Callback menu option, the customer would hear the following: