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Example Call Flow: SelfSelect Module

In this example we will create a Voicemail Pro module that allows callers to select to which extension they want. If that extension is busy or doesn't answer they can then leave a message in the targets mailbox.

 

 

The Voicemail Pro Module

  1. In Voicemail Pro, we added a module which we named SelfSelect.

  1. First we added a Menu action and set its properties as follows:

    • On the Touch Tones tab we set the Wait for a key press for option to 5 seconds. This gives the action a Timeout result which can be used if the caller does nothing or doesn't has DTMF dialing.

    • Our IP Office has extensions and groups numbered in the 200 to 299 range. So we added the touch tone sequence 2?? to match any dialing in that range.

    • In Entry Prompts we recorded a prompt along the line of "Dial the number you want or wait for reception".

  2. We added a Transfer action. In its properties, on the Specific tab we set the Destination to Main, the hunt group containing our receptionists.

  3. We then added a connection from the Menu action's Timeout result to the Transfer action.

  4. We added an Assisted Transfer action. In its properties, on the Specific tab we entered $KEY in the Mailbox field.

  5. We then added a connection from the Menu action's 2?? result to the Assisted Transfer action.

  6. We added a Leave Mail action. In its properties, on the Specific tab we again entered $KEY in the Mailbox field.

  7. We then added connections from the Assisted Transfer action's No Answer and Busy result to this action.

  8. We then added connections from the Assisted Transfer action's Next result and the Leave Mail action's Success and Failure results back to the Menu action.

    • Note: The Success and Failure results in a Leave Mail action are only used if the caller presses 0 when in the mailbox.

  9. The call flow was then saved and made live.

 

Creating a Matching Short Code

We now need a short code that can be used to route callers to the SelfSelect module.

  1. Start IP Office Manager and receive the configuration.

  2. We added a new system short code so that it would be available to all callers.

  3. We chose to use *80 and set it as shown below:  

    • The entry “#SelfSelect” indicates name of the Voicemail start point for the call, in this case the Voicemail Pro module SelfSelect.

    • For a module start point the # is optional. Using it provides a short period of ringing before the module actions start. This is useful if manually transferring a caller as otherwise they may miss the start of the module's entry prompts.

  1. We then merged the new configuration.

  2. At any extension we can now test the routing by dialing *80. We can then wait to be transferred to reception or dial the extension or group that we want.

 

Using the Module

We can now assign the short code *80 or the path VM:SelfSelect to a whichever method by which the user wants to transfer callers to the voicemail service.

 

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