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How to configure Virtual Call Center?
How to configure Virtual Call Center?

Learn more about IVR, Call Queuing, Call Scheduling

Piotr Wiśniewski avatar
Written by Piotr Wiśniewski
Updated over a week ago

IVR (Interactive Voice Response) is a voice announcement system. This technology allows the addition of an automatic voice menu that allows the caller to dial one of the numbers during a call. After the customer selects a given number, the system directs the call to a specific department, person, or group of consultants in your company.

1. In order to configure the Virtual Central Service, order a Virtual CallPage number:
How to order CallPage Virtual Number?

2. If you already have virtual numbers or numbers, assign them to specific consultants. To do this, go to the "My Team" tab. There is a small pen icon next to each agent. Click on it to edit the settings of individual agents:

Then click on the "Assignment" tab -> + Virtual numbers. Select the virtual number that you want to assign to the edited agent. Please repeat this action for all agents you want to add:

Remember that you can assign more than one virtual number to an agent.

Virtual numbers have been assigned to the agents:

The next step in configuring the IVR CallPage system is to create groups of agents. Let's say we want to create 4 departments:

Sales Department: Anna

Support Department: Piotr i Paweł

Complaints Department: Monika

Customer Service Department: Anna and Monika

To create groups with the above names and assign appropriate agents to them, go to the Team -> Groups -> + Add group:

Enter the name of the department and the assignment to it. Repeat this step for all departments:

After creating departments and assigning agents to them, the configuration should look like this:

Go to the "Virtual Numbers" tab and click on the edition of the virtual number assigned to consultants. Calls to your CallPage IVR will be made to this number. In our case it will be the number # 1074 +48538116097 (IVR number):

Select the IVR tab:

Add a voicemail file for your IVR by clicking on the "three dots" icon

(Make sure the content of the recording matches the configured connection paths)

File technical data:

file format: .wav or .mp3

recording length: not longer than 30 seconds

recording size: up to 10 MB

Determine where calls should be directed after selecting certain characters on the numeric keypad.
.

Set your own recording:

Click "Upload file" and "Save":

Configure default action of IVR algorithm (to whom the call is to be directed, if the client does not dial any digit.):


You can direct the connection to an agent or to a group of agents (departments):

If you want to direct the call to an agent, select one of them from the list:

If you want to direct a call to a group of agents, select the group from the list:

You can also add a second, third, or even fourth level of IVR. Please remember to add playback for a new level of your IVR:

As in the first IVR level, also in the next ones you can assign agents or groups of agents to a specific digit.

When your IVR is ready, validate and turn on your CallPage IVR:


Learn about additional IVR options that will make your CallPage IVR even more user-friendly:

Call queuing and no-queuing calls Thanks to call queuing, the client will not be disconnected, even if all agents are busy. An additional functionality complementing queuing is the possibility of ordering a connection without queuing. When this option is enabled, the customer has the option to order a call, which will be made when one of the agents is available.

To use the option of queuing or skip-the-line calls, go to the Virtual Numbers tab -> edit the settings of the virtual number you have selected to configure your IVR system. Then go to the "Call Queuing" tab:

Call queue: When all your agents are busy, the client waiting for the call will hear a voice prompt: "All our agents are busy. Stay on the line to get connected".

Call scheduling: This functionality complements queuing. When the option is enabled, the customer will receive the following voice message: "Stay on the line to get the call or press 0 and order the call within 24 hours." After the customer dials the number 0, the call will be terminated. The system will automatically call back the person. when one of your agents is available:

Busy Mode: An additional helpful mode is the "Busy Mode" option. When the mode is active, the system detects that the call is being made via CallPage and does not direct subsequent calls to this consultant (to a consultant who is already conducting a call via CallPage). When you have created the IVR CallPage system on a given number, we recommend that you disable this option.

Remember that for each voice option you can add your own recordings:

Configure the SMS message that your client will receive after the conversation with your agent is over.

To configure SMS notifications for customers who made a call using your IVR CallPage system, go to the Virtual Numbers tab -> edit the settings of the virtual number you selected to configure your IVR system. Then go to the "Connections" -> SMS settings.

Enable and then add SMS Branding, which is your company name as the sender of the message. Remember that SMS Branding must be your business name. Common names or digit strings will not be accepted. You can add up to 11 characters allowed. It will take us up to 24 hours to verify your Branding SMS. We carry out verification only on working days from Monday to Friday.

Edit the summary message (for the client), which he will receive in the form of an SMS after talking to your agent. You can freely edit the content of the SMS.

The following data is implemented automatically:

:name - agent's name

:tel - agent's phone

Decide from which countries your customers can contact with your IVR system.

To select individual ones, go to the Connections tab -> Number Permissions. Confirm the changes with the "Save" button:

If you have any questions, please contact our technical support department: support@callpage.io

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