Day 5 : Inbound Call Setup: DID, IVR, MOH & Phone Group Filters

Lesson Overview

This lesson covers the configuration and management of inbound call systems, including DID & call routing, IVR and MOH setup, and filtering phone groups. Learners will understand how to manage inbound call flows effectively, ensuring efficient handling of customer calls and improving call center performance.

1. Inbound Menu Setup

Purpose: The Inbound Menu is used to organize and manage incoming calls, providing agents and IVR systems with structured options to handle calls efficiently.

Details:

• Accessing and navigating the Inbound Menu

• Configuring menus for different business requirements

• Linking menus to campaigns or departments for smooth call routing

Example Use Case:

• Setting up an inbound menu with options like: “Press 1 for Sales, Press 2 for Support, Press 3 for Billing.”

2. DID & Call Routing

Purpose: DID (Direct Inward Dialing) allows calls to reach specific extensions directly. Call routing ensures calls are directed to the correct department or agent.

Details:

• Mapping DID numbers to departments or agents

• Routing calls based on time, agent availability, or skill

• Setting rules for overflow or missed calls

Example Use Case:

• A customer calls a dedicated DID for sales; the system routes the call to the available sales agent automatically.

3. IVR & MOH Configuration

Purpose: IVR (Interactive Voice Response) and MOH (Music on Hold) are critical for enhancing caller experience and providing information while waiting.

Details:

• Configuring IVR menus and submenus

• Uploading and managing MOH files

• Setting prompts and key options for callers

Example Use Case:

• A customer calls after hours; IVR provides information and allows leaving a message, while MOH plays company music during hold.

4. Filter Phone Groups

Purpose: Filtering phone groups allows call centers to segment incoming calls based on predefined criteria.

Details:

• Creating phone groups based on department, region, or client type

• Applying filters to route calls to the correct group efficiently

• Managing high-volume inbound campaigns with proper call distribution

Example Use Case:

• Calls from VIP clients are routed directly to senior agents, while general inquiries go to the main queue.

Concept Link of Inbound Call Setup: DID, IVR, MOH & Phone Group Filters

-> Inbound Call Setup: DID, IVR, MOH & Phone Group Filters