There are four sections visible: Call Sequence, Keypress Options, Add New Sequence, Add New Keypress. Your current Main menu consists of the steps displayed under Call Sequence
To add a new step to the Call Sequence:
Decide where you want the new step to go within the Main menu. Under Add New Sequence, select "After Step: X" where X is the number of the step before your new step
Select the type of call sequence you wish to insert. A list of available options and their function follows this set of instructions at the bottom
Click "Apply All Changes"
To remove a step from the existing call sequence:
Check the box next to the step you want to remove
Click "Apply All Changes"
You can add as many steps as you wish to your Main call menu. Please keep in mind that if your Main menu becomes too long, callers may become confused by all of the options and experience delays before they are actually connected to a person. For this reason, Fonality recommends that you approach the Main menu as though it acts like the receptionist for your organization - quickly allow the caller to tell you (using Keypresses or by dialing an extension) where they wish to go within the system, and immediately route them away from the main menu into a sub-menu, queue, or directly to an extension.
Call Sequence Options Defined
Check Voicemail
Sends the caller to the voicemail system. The system asks for the mailbox and numeric password defined in the Extension configuration under Voicemail Password. Generally, employees use this option to retrieve their voicemail from outside the office. Most customers place this option in a “hidden” submenu not announced to public callers.
Dial Phones in Blast Group
Rings phones in the blast group for a set amount of time. If a call to the blast group goes unanswered, the call will continue to the next step in the sequence.
Enter password to continue
The caller can only go to the next step in the sequence by dialing the correct password. Password-protected submenus are often used in conjunction with Conference Bridges.
Forward call to number
Forwards the call immediately to the number specified in the field.
Go to Name-Directory
Directs the caller to the Name Directory. The available options for this step allow the caller to search by last name or first name.
Go to Queue
(Call Center Edition only) Directs the caller to the Queue specified in the A.C.D. system for a configurable period of time. You can specify that the caller hear ringing or music while they wait.
Go to extension (FWD=yes/no, vm=no)
Voicemail disabled: Directs the caller to an extension but does not allow the caller to go to Voicemail. If you choose 'fwd=yes' then the system will respect forwarding rules configured for the extension (if any).
Go to submenu/ext. by Caller-ID number
Directs the caller to the specified submenu or extension only if the Caller-ID matches the number specified in the field.
Go to submenu/ext. by number dialed
Directs the caller to the specified submenu or extension by the number dialed. For instance, a customer could set up a special “hotline” that would direct people to a submenu when they call a particular phone number or analog phone port. Many customers route sales calls this way when they run a campaign using an 800 number (will depend on Caller ID received from the carrier).
Go to submenu/ext. by schedule
Directs the caller to the specified submenu or extension only if the schedule selected is valid.
Go to submenu/ext. instantly
Directs the caller to the specified submenu or extension under all circumstances.
Go to voice mailbox
Directs the caller to the specified mailbox but does not ring the associated extension. This option is great for use in combination with Virtual mailboxes.
Hang-up
Self-explanatory.
Play Music-on-Hold - disallow Keypress
Plays hold music for a specified period of time but does not allow the caller to escape by pressing any button. In general, this option should be used only if you are “forcing” the caller to wait for a period of time (e.g. if you have rung an extension that is busy and the caller has opted to ring it again after a set amount of time).
Play Voice Prompt - allow Keypress
Play the selected voice prompt and allow keypresses that interrupt the prompt and execute the matching option listed in “Keypress Options”.
Play Voice Prompt - disallow Keypress
Play the selected voice prompt and do not allow keypresses that interrupt the prompt and execute the matching option listed in “Keypress Options”.
Run Script
Runs a specified AGI script. Custom AGI scripting goes beyond the scope of this wiki. Fonality Support will not assist you with writing, modifying or troubleshooting custom AGIs. If you would like to consult our API for creating your own scripts, please consult the FON Script Interface.
Set Digit Timeout
Sets the amount of time that the system will wait for a keypress.
Set Music-on-Hold Playlist
Change the Music-on-Hold playlist from one playlist to another.
Set incoming Caller-ID name
Sets the incoming Caller-ID to the string specified. This string can take the following variables:
${CALLERIDNAME} - The incoming Caller-ID name reported by the telephone company.
${NUMBER} - The DNIS (or DIDs) number reported by the telephone company. Usually the last 2-4 digits of the number dialed by the caller. DNIS is only reported to the system using BRI or PRI (T1/E1) trunks.
${CALLERIDNUM} - The incoming Caller-ID number reported by the telephone company.
Wait - allow Keypress
Simply wait for a specified period of time and allow interruption and execution of a keypress.
Wait - disallow Keypress
Simply wait for a specified period of time and but do not allow interruption by keypress.
