(9.0+) Menu Options

Menu options are presented in a specific order for different operation modes, but you can choose to enable or disable some options in the menu. Settings on this screen determine which options are presented.

The following table lists the order of options for different operation modes:


Menu	Options
Main Menu: Normal operation mode	Option 1: Receive a callback Option 2: Hear more options (see below) Option 3: Remain on hold Option 4: Schedule a callback for a later time Option 5: Receive a message
Main Menu: Virtual Queue operation mode	Option 1: Receive a callback Option 2: Hear more options (see below) Option 4: Receive a message
More Options menu	Option 1: Description of a callback Option 2: Schedule a callback for a later time Option 3: Remain on hold
DateBook menu	Option 1: Schedule a callback for a later time Option 2: End the call Option 3: Remain on hold Option 4: Receive a message

The Menu Options screen also contains settings related to scheduling, messaging, and transferring to hold.


Description	Values
Controls whether the remain on hold option is offered in the Main Menu as option 3.	Valid: ON / OFF Default: OFF


Description	Values
Controls whether the scheduled callback option is offered in the Main Menu as option 4. If Enable Scheduled Callbacks setting is OFF, scheduled callbacks will not be offered, even if in DateBook mode. Callers will be routed to the ACD queue.	Valid: ON / OFF Default: OFF


Description	Values
Controls whether the further option is offered in the Main Menu as option 2.	Valid: ON / OFF Default: OFF

Press 0 to Hold in Normal Mode


Description	Values
Transfers the caller to the Holding queue if the caller presses 0 in the Main Menu.	Valid: ON / OFF Default: OFF


Description	Values
Normal operation mode adds a messaging option into the main menu. When set to TRUE, the main menu will offer callers the choice to receive a message.	Valid: ON / OFF Default: OFF

Offer ANI as Callback Number


Description	Values
When ON, callers will hear the number they are calling from announced for receiving the callback. An option to enter another number is also given. When OFF, callers are asked to enter a phone number. Additional settings for ANI playback for Genesys are found in Telephony > Genesys.	Valid: ON / OFF Default: ON

Enable Scheduled Callbacks


Description	Values
Enables scheduled callbacks (blanket setting)..	Valid: ON / OFF Default: OFF

Enable Rescheduling


Description	Values
After receiving a callback, enables the option to reschedule rather than speak to an agent right away. Applies to DateBook scheduling menu.	Valid: ON / OFF Default: OFF

Suggest Next Available Appointment Times (Fast Forward)


Description	Values
Fast Forward starts from the time the caller tried to schedule, and speaks up to four of the next available 15-minute time slots for that day. Callers can select an offered time slot, request to hear more available time slots, or manually enter a time. If no more time slots are available, the caller is returned to the main menu. Fast Forward will skip holidays configured in Schedules > Holiday Operation.	Valid: ON / OFF Default: OFF

Maximum Fast Forward Suggestions


Description	Values
This defines the number of times the Fast Forward Suggest prompt can be played.	Valid: 0 - 999 Default: 2


Description	Values
This defines the number of times the Fast Forward section can go back to the Main Menu.	Valid: 0 - 999 Default: 2

Choose Hold in DateBook Mode


Description	Values
DateBook mode offers the Scheduled Callback option and removes the option to hold. See Call Flow > Treatment > Operation Mode. When set to ON the DateBook menu offers the caller the choice to choose to hold and wait for an agent as option 3.	Valid: ON / OFF Default: OFF

End Call Option in DateBook Mode


Description	Values
DateBook mode offers the Scheduled Callback option and removes the option to hold. See Call Flow > Treatment > Operation Mode. When set to ON the DateBook menu offers the caller the choice to end the call as option 2.	Valid: ON / OFF Default: ON


Description	Values
DateBook operation mode adds a messaging option to its existing menu options. When set to TRUE, the DateBook menu will offer callers the choice to receive a message.	Valid: ON / OFF Default: OFF

Scheduled Callback in Virtual Queue Mode


Description	Values
Description	Values
Virtual Queue mode offers the ASAP Callback option and removes the option to hold. See Call Flow > Treatment > Operation Mode. Controls whether Scheduled Callbacks are offered when the system is in Virtual Queue Mode.	Valid: ON / OFF Default: OFF

Press 0 to Hold in Virtual Queue Mode


Description	Values
Virtual Queue mode offers the ASAP Callback option and removes the option to hold. See Call Flow > Treatment > Operation Mode. Controls whether callers can press 0 in the Virtual Queue Main Menu to be transferred to the holding queue when the system is in Virtual Queue Mode.	Valid: ON / OFF Default: OFF

Disconnect on Maximum Invalid Attempts in Virtual Queue Mode


Description	Values
Virtual Queue mode offers the ASAP Callback option and removes the option to hold. See Call Flow > Treatment > Operation Mode. Controls whether callers are disconnected or are sent to queue upon reaching the maximum number of invalid attempts when the system is in Virtual Queue Mode. ON = Disconnected OFF = Sent to queue.	Valid: ON / OFF Default: OFF


Description	Values
Virtual Queue operation mode adds a messaging option to its existing menu options. When set to TRUE, the Virtual Queue menu will offer callers the choice to receive a message.	Valid: ON / OFF Default: OFF

(9.0+) Menu Options

Choose Hold in Main Menu

Scheduled Callback in Main Menu

Further Options in Main Menu