Creating Custom Options for the Mid-call Menu

When accessed, the mid-call menu will provide an Agent with some pre-set options, which they can select using their DTMF keypad. If needed, further options can be added to the menu for a given queue, providing the Agent with additional functionality.

To let Agents know which options are available, you can also specify an explanatory audio prompt as part of this process.

Implementation

1. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

2. Locate the intended queue node and click its Config link.
3. Select the In Call tab.
4. Locate the Enquiry Calls and Patch-Through Options section.
5. Under Yoyo IVR Options, tick the check box of any option you'd like to enable within the menu.

   The options 0, 5, 6, 7, 8, and 9 are selectable using the corresponding DTMF key while the mid-call menu is active, although they will not be mentioned as part of the standard menu prompt. Options 10-24 are only accessible to users of the Cxp Agent Experience, by first pressing the ENQUIRY button.

   Un-ticking any of these options and then saving your changes will cause the corresponding child path to be deleted, losing all associated settings. If you want to preserve that data, consider copying it to another node first.

6. Use the Extra Mid-call Menu Prompt selector to choose a suitable audio prompt to explain the custom options.
   How do I assign an audio prompt?

   When assigning a prompt to an IVR node, you can either use an existing one or create a new one (without leaving the current screen):

   Method	Description
   Assign an existing prompt...	Click the Choose button, then select an existing audio prompt from the resulting list. You can filter the list by typing some or all of the prompt’s description in the field above.
   Create a new prompt and assign It...	Click the New button, specify a Recording Name and, optionally, a Category. Then do one of the following: If you aren’t ready to upload a file yet, you can click Make to create a ‘blank’ prompt that you will update later. To assign an emulated text-to-voice clip, type the intended wording into Text To Say and click Create. To upload a file to act as the prompt now, click Choose File, select the file, then click Upload. Whichever of these options you choose, the new prompt will be added to your list and assigned to the chosen slot. New prompts won’t be fully added to the system unless you click the Save Settings button at the bottom of the page.

7. Click Save Settings at the bottom of the page.