A Dial Menu is used to give your callers different menu options to choose from so you can process your incoming calls more efficiently. The menu options can be used to direct callers to different departments/teams, specific employees, external numbers or voicemail. Alternatively, you may just want to play a pre-recorded message to your callers to let them know your business hours and location or other important information about your business.
A simple example of a Dial Menu is where a caller calls your company, hears a message that says "press 1 for support or press 2 for sales" and then the system responds to the caller's choice.
The Dial Menu is available in the call flow toolbox:
After you drag and drop the DIAL MENU into a call flow, it looks like this:
There are 2 parts that you now need to set up:
- A Menu greeting needs to be added, e.g. the "press 1 for support or press 2 for sales" message. Simply click on the Menu node to add this greeting.
- The Menu branches need to be added. The PRESS 1 branch is always automatically added in but can be removed if you want. In the "press 1 for support or press 2 for sales" example, you would need to add the PRESS 2 branch. Simply click on the 'Add...' button to add another branch.
The NO MATCH branch cannot be removed. This branch is there so that you can handle the case where the caller doesn't do what you want them to do! e.g. they do NOT press 1 or 2 on their phone.
If the caller does not press ANY phone key, the system will replay the Menu greeting to the caller. The system will replay the message a maximum of 3 times in an effort to get the caller to choose an option. After the 3rd replay of the Menu greeting, if the caller still has not pressed a key, the caller is taken down the NO MATCH branch.
If the caller presses an INVALID phone key (e.g. they hear "press 1 for support or press 2 for sales" but they press 8), the caller is taken down the NO MATCH branch immediately.
You should drop an action into the NO MATCH branch to handle the case where the caller didn't do what you wanted them to do. A common practice is to put in a Greeting that says something like "sorry, I didn't understand your choice" followed by a Voicemail action.