Set up in-queue IVR menu with callback option

1. Record a single audio file that contains the IVR menu options, and also includes info about the digit to press to be called back.

   For this exercise, you can use this example of an audio file. The audio file contains a computer voice narration of the following text: “The person you have called is not available right now. You can keep waiting, or you can select one of the following options: To be called back when it’s your turn, press 1. To talk to another person from the same team, press 2. To talk to customer support, press 3.”

2. In the Administration Portal menu, select AUDIO > Upload Audio Files.

3. In Announcement, click Choose File, and select the audio file that you recorded or downloaded in step 1.

4. Click Upload.

1. In the Administration Portal menu, select INSTALL > Portal Configuration

2. Select IVR Menus, and click Save

3. In the Administration Portal menu, select QUEUES > IVR Menus

4. Click Add IVR Menu

5. In Name and Display Name, enter a name for the IVR menu.

   Example (primarily relevant if you use the example audio file): In-queue-1-callback-2-team-member-3-support

6. In IVR Prompt, select the audio file that you previously uploaded for the IVR

7. Click Save

In the Administration Portal menu, select QUEUES > IVR Menus, and click the IVR menu that you previously created.

Now, set up actions for the digits 2 and 3 as well as a default action.

For now, don’t add an action for digit 1 (callback). You'll do that in the advanced queue settings later.

1. Set up the action for when the caller presses 2:

   1. In Default, clear the box

   2. In Digit Start, enter 2

   3. In Action, select Queue Call

   4. In Settings, select a queue to represent the option talk to another member of the same team

2. Set up the action for when the caller presses 3:

   1. In Default, clear the box

   2. In Digit Start, enter 3

   3. In Action, select Queue Call

   4. In Settings, select a queue to represent the option talk to customer support

3. Set up the default action

   1. In Default, select the box

   2. In Digit Start, the field should be blank

   3. In Action, select Repeat this IVR

1. In the Administration Portal menu, select INSTALL > Portal Configuration

2. Select Queue Advanced, and click Save

3. In the Administration Portal menu, select QUEUES > Voice Queues

4. Click the queue that you're going to set up callback and attach the IVR to

5. Click ADVANCED (in the top-right corner)

6. In Callback Settings, select Offer callback if a call has waited more than # seconds, and change 0 to 30

7. Select Attach to IVR

8. In IVR Settings, Announcement, select - From IVR -

9. In Frequency, select 30 sec

10. In Select IVR, select the IVR menu that you previously created

11. Click Save

1. In the Administration Portal menu, select QUEUES > Voice Queues
2. Click the queue that you previously attached to the IVR menu
3. In Unmonitored Queue, select Queue Calls
4. Make sure that no agents monitor the queue. You can use Wallboard to verify that fact. If the queue is monitored by agents, you can change ZyDesk to offline for the relevant agents.
5. Call the queue and test that the three different choices work as expected. If you use MicroSIP, make sure that Settings > DTMF Method is set to SIP-INFO