The Menu action is a recording that presents options to an incoming caller. The recorded Menu prompts callers to press a key on their telephone keypad to select a menu option. For example, an incoming call answered by the Menu could tell the caller, "If you know the extension of the person you wish to reach, enter it now. To speak to the sales desk, press 2. To speak to an attendant, press 0." The caller must then press the desired key on their phone's keypad, or hang up.
The Menu node includes not only the recorded Menu (that is, what callers will hear) but also a flag that determines how many times the menu should be repeated (Repetition count). You also define and program what the callers can input in response to the recorded Menu (that is, extension numbers, mailbox numbers, and single or multiple keys).
The call flow owner records the menu from the telephone interface. By default, the Menu repeats when the caller presses an invalid key.
The following table lists the configurable properties for the Menu action and its possible results:
Item |
Values (default = bold) |
Description/Notes |
PROPERTIES |
||
Name |
<user-definable> Menu |
Changing an action name renames all aliases of the action. |
Maximum DTMF Length |
<maximum number of digits> 1 |
Maximum number of DTMF digits to gather from the caller. A value greater than 1, enables Multi-key result. |
Retry Count |
<0 - 99> 3 |
The number of times the Menu repeats when the caller makes invalid entries (or no entry at all). A retry count of 2, for example means that the Menu will play again, even after an invalid entry or no entry at all. This gives the caller additional opportunities to enter a valid selection. |
Timeout |
<0 - 99 seconds> 3 |
The number of seconds that the caller is given to respond with a valid key press as defined in the result. |
Action ID |
< xxxx> |
A system-generated three-digit ID used to identify this action when recording the prompt via the phone. |
Prompt Recording |
Recorded or Not Recorded |
Provides the status of the audio recording for this action. You can record a message from this field by clicking on the Recording button. See Recording and Importing Messages. |
RESULTS |
||
DTMF Keys 0-9 * # |
Retry |
The action resulting from a single DTMF key pressed within the timeout period. Not all keys need to be connected to a subsequent action. Default (i.e., not connected to another action) is to play a pre-recorded system message, decrement the retry count, and repeat the menu recording. |
Hangup |
The action taken when the caller keys in more than one digit within the Timeout period or has keyed in the maximum number of digits defined by Maximum DTMF Length. Default is to play an appropriate pre-recorded system prompt, and then hang up. |
|
Timeout |
Retry |
The action taken when the caller fails to press any DTMF key within the specified timeout. If the Timeout result is unassigned, each timeout decrements the Retry Count. Default result (i.e., not connected to another action) is to play a pre-recorded system message, decrement the retry count, and repeat the menu recording. |
Error |
Hangup |
The action taken when retry count is reduced to zero as a result of the caller repeatedly pressing unassigned DTMF keys or not providing a response within the allowed timeout. Default is to play an appropriate pre-recorded system prompt, and then hang up. |
To program a Menu action:
On the Call Flow page, add the Menu action to the call flow.
Under When I receive a Call, click the Menu action listed in the call flow. The action's Properties and Results appear at the bottom of the window.
Enter or modify the properties as needed, assigning keys to voice prompts. For information, see the table above.
Assign actions as required to the DTMF, timeout, and error results.
Click Save. The call flow is saved.