IVR Branch

Contents

Branches

Branches are the paths your callers take through your system (the call flow). On this page, you can manage how your callers go through your system (i.e. which buttons direct them where, what messages they hear, etc.).

You can see all your branches in the left-hand column. Click on a branch to view or edit it.

On the left, you can see all your branches. You’ll see the branch number, name, and function.

You can sort your branches alphabetically or numerically by clicking on the arrow symbols above the list of branches.

When a caller dials your phone number, they “land” in the Welcome Branch (by default ranch number 0).

The branch number is just an ID and doesn’t affect the routing. You can edit the branch numbers by selecting the branch you want to edit from the list of branches on the left, and clicking the pen symbol near the branch number.

Type in the number you wish to name the branch, and click “save”.

You can rename the branch by typing into the Branch Name box on the top right. Click save at the bottom of the page. TIP: Name your branches clearly so you can find them easily when you have a lot of branches to look through.

Tabs

When viewing a branch, you can navigate between the Route Settings tab and the Branch Settings tab.

We’ll talk about the Route Settings tab soon. First, let’s look at the Branch Settings tab.

Branch Settings Tab

In the Branch Settings tab, you choose what happens when

  • The caller dials an invalid input
  • The caller dials nothing

Every branch has default settings. You can change your default settings on the Settings page.

In the “REPEAT” field, you choose how many times the recording will replay if the caller does nothing.

If the system repeated the recorded message the number of times you selected, it then does what you selected in “IF NO ROUTE FOUND.”

In the “IF NO ROUTE FOUND” field you can choose between

  1. Hang up — the system will hang up on the caller)
  2. Play file — it will play a file (such as “please try again”)
  3. Go back — the system will route your caller to the previous branch
  4. Go to branch — you can select which branch to send the caller to

In the “WAIT SECONDS” field, you choose how many seconds the system should wait before replaying the recording (if the caller did nothing).

In the “INVALID” field you choose what happens if the caller dialed a number that was invalid. You can choose between

  • Play file — it will play a file (such as “please try again”)
  • Go back — the system will route your caller to the previous branch
  • Go to branch — you can select which branch to send the caller to

Note: The Timer dropdown is no longer in use. To make a time-based action, use the “switch timer” function.

Now let’s look at the Route Settings tab!

Route Settings Tab

Now let's switch to the Route Setting Tab — where you choose and customize the branch Function.

The Function tells the system what should “happen” to the caller in each branch. (It also changes what the Route Settings tab looks like because each Function comes with different customization options.)

Each branch can have a different function.

Functions

Let’s take a closer look at how the functions work.

In the Function dropdown menu, you can choose one of the following functions: (Click on a function to jump to that section.)

Yes, it’s a lot of options.

At the end of this walk-through, you’ll understand what each function does and how to easily set them up — so your caller follows a smooth, intuitive path through your system.

The functions are divided into categories for easier navigation:

  • ADMIN functions: you'll usually use these with a pin number.
  • CONFERENCE functions: to set up anything related to a live conference.
  • IVR functions: miscellaneous functions
  • LIBRARY functions: to play recordings from the Library.
  • MERCHANT functions: to set up pay-related functions
  • PBX functions: to set up office lines (extensions, transfers, voicemails, etc.)
  • TIMER functions: to set different things to happen on the line at different times. (For example, on Sundays it should play one thing, on Mondays something else.)
  • VALIDATION functions: to restrict certain sections (for example with a password, based on caller ID, etc)

You can add an unlimited number of branches (except for branches under the LIBRARY category — the limit of LIBRARY branches depends on your plan).

IMPORTANT: Any changes you make to a branch will not be saved unless you click SAVE before leaving. Remember to click SAVE!

To create a new branch, click the plus button on the bottom left. Enter the number ID (this does not affect the branch settings), enter a clear title (branch name), and select which function this branch should have. (The ID number, name, and function can all be easily changed.)

Let’s dive into each function and look at examples of each!

FUNCTION: Bookmark

This function has 2 uses:

  • Callers can dial a number to save their place in a recording
  • Callers can choose to play any recording in your system (except for excluded albums)

Let’s look at how to allow a caller to save their place:

Callers can always dial 8 to save a bookmark while listening to a recording. When they dial 8 they’ll be asked to label the bookmark by entering a number between 0-9. This is because they can have up to 10 bookmarks at the same time, and labeling allows them to distinguish between their bookmarks.

This function works even if no bookmark branch is created.

By creating a bookmark branch, you can allow a caller to retrieve their place in a recording.

When a caller is routed to a bookmark branch, they'll be asked to enter a bookmark number. They can dial a number from 0-9, depending on which bookmark they'd like to go to. They will be routed to the bookmark they saved.

If you would

Note: Whenever a caller hangs up, the system saves a bookmark of their place in a recording. When a caller wants to go back to the place they were when they hung up, they can press # in the bookmark branch.

Now let’s look at how to allow a caller to play any recording in the system:

This function works when “Enable Point Direct” is ON.

Callers will be asked to "Please enter a file ID". The file ID can be found on the Library page, next to the play button.

The system will play the selected recording.

You can choose to exclude an album. The system will not play the excluded album even if the correct file ID is entered.

If you add a recording / TTS, that message will play in place of the system’s default "Please enter a file ID".

FUNCTION: Call Center

Call Center is where your callers go to speak to live agents. You can set up and customize your call center in the Call Center page (found on the left side in the menu). Click here to learn how to set up your Call Center.

FUNCTION: Listen VM

A branch with the LISTEN VM function is where you can listen to voicemail messages.

Select which voice mailbox you’d like this branch to connect to.

Note: If you did not yet set up multiple voice mailboxes, the only option will be “Default”. Check that box to listen to the messages in the default mailbox. (To learn about your voice mailbox, click here.)

FUNCTION: Modify Audio

In a branch with this function, a caller can

  • Record a new branch greeting to replace the old branch greeting
  • Add to a branch recording (so the old one stays as well)
  • Remove a branch recording
  • Modify a recording from your library

If you do not want a regular caller to be able to access this branch, you can set a pin to be entered. You must set up that branch separately.

When “Modify Audio” is on, the caller can do actions like transfer their recording to a different album, delete a recording, verify a recording, copy a recording, etc.

When “Change Branch Greeting” is on, the caller can add a recording to a branch, remove a recording, or switch to a new recording.

When a caller enters this branch, the first thing they'll hear is the instruction menu with all the modification options they have.

They will then need to choose a recording to modify, and while it’s playing they can dial 1-9 to use one of the modification options.

FUNCTION: Modify Auth

In a branch with this function:

  • You can edit password branches (add/remove a password, or change a password)
  • You can add any phone number to any contact label

FUNCTION: Conference

This is the function you use to set up a conference or “classroom.” In order to set up a Conference branch, you must first create a conference “room.”

FUNCTION: Branch Dialed

FUNCTION: Connect

In this branch, you can choose to connect the callers to a US, Canadian, UK, or Israel number.

(Note: there is a $0.04 per minute charge.)

You need to select between Multiple, Direct or Pattern options.

Let’s go through each option. We’ll get to the settings under each option soon.

Multiple

With this option, you will give callers a menu of extensions to choose from. Once the caller inputs their selection, they will be connected to that number.

Direct

As soon as a caller hits this branch, they will be connected to the number entered.

Pattern

The system can only attempt to connect to one number at a time. With this option, you can enter multiple numbers for the system to connect to. When the caller reaches this branch, they will be connected to the first number. If the call is not answered, then the system will attempt to connect the caller to the second number.

Now let’s go through the settings:

VM: Choose which voicemail message you would like callers to hear. Note: If you did not yet set up multiple voice mailboxes, the only option will be “Default”. Check that box to listen to the messages in the default mailbox.

Interrupt: If this option is set to Yes, then the caller will be able to press star (*) at any point during the connected call to be redirected to the hotline.

Note: If the receiver of the call hangs up at any point during the call, the caller will be re-routed to the hotline.

Input: Type the number that callers will need to enter in order to be connected to this specific number.

Note: You will only see this setting if you have chosen the ‘Multiple’ option.

Type: This setting will always be connect

Phone: Enter the phone number that you want to connect callers to

*This field is mandatory, if you want to set up a connect function

Dial Prefix: Enter the prefix (country code/area code of the phone number you typed into the box above

Duration: Enter how long you want the connection to be

Confirm: Choose if you want the system to confirm that you have successfully connected

Music on Hold: When you choose YES, music will play until the call is connected.

Notes: Here you can add notes about this connection setup, for future reference.

FUNCTION: Custom Input

With this function, you can create a question, poll, or survey that you would like callers to respond to by pressing a specific number or series of numbers.

Let’s go through all the settings under this function:

Action

  • GoTo - This option will record the caller’s response and then redirect callers to a different branch.
  • Validate - With this option, after the caller's response is recorded, you can redirect the caller to a different branch based on their input.
    Note: Click on the “Add Digits” box to add additional input options.

Input

This is where you will specify which numbers the caller can enter.

Here are the types of inputs the system can recognize:

  • Selected Range: Input a range of numbers. The caller can type any amount between the numbers you typed in the box.

Example: If you set the numbers as 10-250, then the callers can input any amount starting from 10 up to 250.

  • Specified Only: Input specific numbers, with a comma between each one. The caller can type any of the numbers you specified.

Example: If you set the numbers as 2,15,23,108, then the callers can input either 2, 15, 23, or 108.

  • Digit Count: Select how many digits the caller can input. Put this number into brackets

Example: If you set the numbers as [5], then the caller can type any number as long as it is 5 digits long.

  • Exact Digit: Callers can type only the exact digit that you put into the box.

Example: If you set the input as 33, then the callers can only type 33.

Note: You can allow for multiple types of responses. Put a separator ( | ) between each response you allow callers to input.

Example: If you want to allow either Any 4 digits or 38, or 42, you will put [4]|38,42 into the Input option.

Review

You can choose to have the system repeat what the caller has selected. Choose Yes or No.

If you want the system to repeat what the caller has selected (by selecting Yes), then the following options will appear:

Review Type

Choose how the system should repeat the caller’s number input:

  • TTS - Text-to-Speech - the caller’s number selection will be repeated
  • Custom - You can record a custom message for the caller to hear before the system repeats their number, and after the system repeats their number.

Pound Required

Does the caller need to type a # after they type their number? Choose Yes or No.

Input Playback

Choose how the system should repeat the caller’s number input:

  • TTS - Text-to-Speech - the caller’s number selection will be repeated
  • Yiddish Number - the caller’s selection will be repeated as a Yiddish number
  • Custom - You can record a custom message for the caller to hear instead of the system repeating the number that the caller has chosen.
    The custom message should be saved as an album in the library. Choose the album you wish callers to hear. The system will play the recordings in the selected album, based on the caller’s input.
    For example: If you are asking callers to select a location (For Monroe, dial 1. For Brooklyn dial 2. For Monsey, dial 3.) then, as a custom message you can record “You selected Brooklyn”. The caller will hear this message instead of “You entered 2.”

Full Number

The system will repeat the number that the caller has chosen as a complete number.

Example: if the caller enters 452 - the system will repeat four hundred and fifty two.

Single Numbers

The system will repeat the number that the caller has selected as single digits.

Example: if the caller enters 452 - the system will repeat four-five-two.

GoTo

Choose the branch that you want to route the caller to, if a valid digit was entered.

Alert Email

Choose if you would like to get an alert email:

  • Always: whenever callers pass through this branch
  • On Input: when callers input a number
  • Never: You don’t wish to receive any alert emails

Email

Type the email address that you want alerts to be sent to

FUNCTION: Transfer to Number

In this function, you can connect to any other hotline number that is set up with Teleground.

DID: This is where you’ll find the phone number of the hotline that you want the caller to be transferred to.

Note: In order to set up a hotline number to connect callers to, you will need to contact customer support at support@teleground.com.

Did you know? There is a $10 set up fee for setting up DID hotline connections

DID to CID: Toggle this option ON if you want the caller ID of the transferred call to show up as the original hotline number. Leave this option toggled OFF if you want the logs to show the caller ID of the actual caller.

FUNCTION: Google Sheet

In this function, you can set up an IVR branch, to be connected to a Google Sheet, so that you update your data in real-time.
Examples of date to update includes inserting the caller’s Caller ID, update points accumulated, validate the caller’s address or credit card information etc.

Let’s go through the settings of how to update your spreadsheet:

Type

Choose the type of action you would like to take

  • Insert - you want to insert information to your google sheet. (The system will insert a new row on your sheet with the information you set.)
  • Update - you want to update your google sheet with information from the call.
    For example, if the caller selected to join Class 5 of a series. The system will add a 5 (to represent Class 5) to your Google sheet, in the column you entered under Column.
  • Validate - you want to validate information that is on your google sheet. Use this option to repeat information to the caller. (For example: to play back the amount of points accumulated to the caller.)

GoTo

Select the branch where you want to route the caller to after this branch

Sheet

Select the Google Sheet that you would like to add or update information to.
You can connect your Google Sheet under Settings > System Features.

First, you will need to integrate your google account. Go to Google Token and add your google token.
Once your account has been integrated, you can access existing Google Sheets by going to Google Sheets under Settings > System Features.

Value

Select the value for the kind of information you want to save.

  • Variable - The system will save information to the Google sheet based on information that the caller has entered previously in the call. (This information was saved in the Function: Contact Data branch.)
    If you select Variable, then you will need to enter the variable name in the ‘Variable:’ field.
    For more information about variables, see here.
  • Branch - With this option, the system will save information that the caller previously input in a specific branch to your Google sheet.
    If you select Branch, then you will need to select which branch you want the system to save information from.
    For example, The caller input their phone number in Branch 13. By selecting Branch 13, this will tell the system to update the Google sheet with the phone number that the caller entered in Branch 13.
  • Static - The system will update your Google sheet with the information you enter in the Static field.
    If you select Static, then you will need to the information you want to update into the ‘Static:’ field.
    For example, if you enter 16, the system will put a 16 into the Google sheet.
  • System Variable - The system will save the caller’s information to the Google sheet.
    If you select ‘System Variable’, then you will need to select the type of customer information you are going to save. Choose between: Unique Call ID, Answered Call Time, Caller ID, CC Last Four (the last four digits of the caller’s credit card), CC Expiration (the expiration date of the caller’s credit card), CC CVV (the security code for the caller’s credit card), CC Zip Code (the caller’s zip code)

Next