Voice Message Services
Voice menu
Automatic Call Distribution

 


Voice menu

 

A voice menu greets the caller with a general information message that is recorded by your department. The caller listens to the recorded message, determines which menu option to select, and enters the digit associated with the item.

A voice menu application can reduce the number of calls coming into your department for general information if you provide this information in your recorded message. You can change this message and the messages associated with each menu selection as often as you like. 

Callers have several options once they have reached a voice menu. They may:

  • dial the digits 1 through 9 (assigned by your department) to select another menu;
  • dial the digits 1 through 9 (assigned by your department) to be transferred to another campus extension;
  • hold on the line, if calling from a rotary telephone, for further assistance.

 

Each menu is flexible enough to meet your departments needs. Ideally you should evaluate the most common calls arriving at your office. What information or which staff members do your callers frequently request?

A sample script might be:

      Thank you for calling the ABC Department.

  • For hours and location, press 1.
  • For information on our ABC program, press 2.
  • To speak with an advisor, press 3.
  • For all other calls, please press 8 or simply remain on the line.

 

Sub-menus are also available to carry the caller into more specific areas of interest. For example, when the caller presses 3 in the main menu, a sub-menu could carry them to additional options like, "If you are an ungraduate student, press 1; for graduate students, press 2;" etc.

The menu can also be programmed to play different messages and options at different times of the day. You may choose to have one message play in the daytime and another message to play in the evenings and on weekends and holidays.


Automatic Call Distribution (ACD)

ACD allows a large number of incoming calls to be answered by a group of individuals who serve as the automatic call distribution agents.

Calls are automatically distributed to the member agents on a most idle basis. The group supervisory position can tell:

  • how many calls are in queue waiting to be answered;
  • the wait time of the oldest call in queue;
  • which agents are logged in.

Need Help?

For additional information and costs regarding voice messaging services, contact the IST Service Desk at servicedesk@umanitoba.ca