Follow this guide to setup a simple Call Route:
1) First, sign into the portal, click on ‘Setup’ and go to ‘Call Routes’, then click on ‘Create New Route’.
2) A new page will appear showing ‘Select a DDI’ once you have clicked on this you will see a list of numbers, from the list, select the number you would like to be set as your the call route number:
3a) Once the DDI number has been selected click on the Plus ("+") icon this will provide a list of options you would like to add to the call routing. Select Time condition, this option allows you to set the time and day your organisation operates. Set your opening hours in this section. Example of this would be Mon-Fri 9:00-17:00 see below image:
3b) If your organisation operates on different times out of the weekday hours e.g. Saturday 9:00-13:00 you will need to select new criteria from the criteria drop down option. Below is an example of this:
4a) Below steps will show you how to set up OOH (Out of Hours).
4b) Select the plus (+) option that shows above the time condition already created as shown below.
4c) Once this is selected, this will open up the Time Condition option where you will need to set the OOH (Out of Hours). What this will do is if any calls that come through after the standard working hours that you have set they will route through the OOH call route. This can go through to an Audio message advising your closed or if you would like to add a number on there where you would like this to route etc. Below is an example of this, as you can see in the image has no time set for the OOH option. The reason for this is any calls that come in after the standard working hours they will route through the OOH option, so no need to set time at this point.
4d) Setting up Bank holidays, Christmas, etc. If your organisation is closed on bank holidays and would like the OOH route to kick in on these days then on the same page as the previous step create ‘a new criteria’ from the criteria field and choose the date the bank holiday will be. No need to set the time as when the date is selected for this date all day the OOH route will kick in, example images below:
Note: When selecting only one date, only the left-hand field needs to be filled in for the 'Days of the Month' and 'Month'.
5a) After the Time conditions have been set, click on the plus sign that shows below the first time condition set. As shown on the example image below. This will then show a list, the option that needs to be selected is the 'IVR' option. This step is to set up the IVR menu. This is the first Automated message that the customers will hear when they first call your Organisation.
5b) This will ask for you to enter a display name for the IVR (this can be set to whatever you like)
5c) You will then need to select an Audio file, this is the greeting message you would like the customers to hear when they call, there are 2 options for this, you can either record your own audio file or VIA can get this professionally recorded at additional cost. If you choose to get these recorded these will be uploaded for you and will appear when selecting the drop down. If you are recording your own Audio recordings if you select the plus (+) option, this will allow you to upload your own recorded files (note these files must be unencrypted .wav or.mp3 files) once selected click save.
6a) Once the IVR options and Audio files are saved you can now add the options required. So If your organisation has several teams you can select as many options you want for these team e.g. Option 1: Sales Option 2: Customer service etc. To enter these options, you will need to select the little plus arrow as shown below:
6b) You can also set a Timeout option on here what that means is if the customers have not selected any option this will timeout and replay the IVR for the customer.You can also add another option by selecting the same plus arrow to add ‘other’ option this means if a customer has selected a different key which was mentioned in the automated Audio this will also replay the IVR. It is the same process if you would like the * option and # option to replay to IVR just select this from the drop down menu,you will need to select one and save each time for each option selected This shows you example of the option in the below image:
6c) Once saved the call route so far should look something like the below image (this is just an example everyone’s call route looks different, depending on what options are added for your own organisation).
7a) The below steps will now show you how to add a ring group. These steps will need to be performed for the number of options you have set for your call routing. e.g. I have 3 options added to my call route, I will need to add ring groups to each option.
7b) If you click on the plus sign below option 1, the list will appear, from the list you will now need to select ring group. First field will ask you to input Ring Time. This is in seconds (this will need to be set between 5 to 60).The reason for setting this ring time if you have set is for 20 seconds (the default is 20 seconds but can be changed to your own preference) the phone will ring all users in that ring group for 20 seconds and if the phone is not answered this will route to e.g. Voicemail or another number (depending on how you want to route this for your organisation)
7c) The next field is ‘Display’ this is the display that will show on your device on what call is coming in depending on what options the customer has come through. There is 3 options for this ‘default’ which will show the number calling in. ‘Prefixed’ this will give you the option to end 3 digits for the ring group the caller is calling from e.g Op3 and ‘fixed text’ which allows you to set anything you like to display for a particular Ring Group. Below is a link which will give you more details about this:
7d) The last step is to add Ring Groups. The ring groups will need to be added in the portal if this has not yet been completed link for this is below. If this has been completed, then the ring groups will appear in the drop down. You will need to select the relevant ring group for this option and save.
Ring Group Article:https://support.joinvia.com/hc/en-us/articles/207502273-Ring-Groups
Below image shows you what this section looks like:
8a) The last part for this call route is to set up the Voicemail. This will allow customers to leave a Voicemail if the phone is not answered.
8b) First field asks for Display Name, enter a name you would like the Voicemail to be called.
8c) Second field asks for an Audio from the drop down choose what Voicemail Audio you would like the customer to hear at this point.
8d) Last step on this section is to create Voicemail box (please note when creating a group voicemail box, you will need an available licence. You can check how many licences you have on the portal under the ‘licences tab’ If you would like to increase licences below link shows you how to do this:
Below Image shows you the Voicemail section:
You're done! Once completed to your own specifications, enter a name in the top left corner and click "save". Once the route has finished saving, it will be available immediately.