IVR Prompts

Prompts

Prompts are available in your Campaign settings when you edit or create a Campaign. Select your Prompt from the drop-down menu and click the green plus to begin.

Our system allows you to type messages to be read by our automated system, however we highly recommend you upload recordings by clicking the Use Audio button. Callers respond better to a human voice rather than a computer reading to them. We accept MP3, WAV and FLAC audio files to be uploaded. For more info on voice recordings, click the button below.

Creating voices for IVR Prompts.

When configuring the Repeat in your Prompts, know that it plays once and then repeats the set number of times. If you have a Repeat of 2, it will play a total of 3 times.

All Buyers Closed

This message plays when all Buyers are closed and unable to take the call. The hours of operation is set in the Buyer settings for each individual.

all_buyers_closed

Example of a standard All Buyers Closed prompt.

Note that ‘a m’ and ‘p m’ have a space in between. This is so the computer voice reading it is able to pronounce it correctly. Keep this in mind when writing your prompts and always test them out.

Of course, we recommend that you find an overflow buyer so this message never needs to be played for a customer.

Enter Extension

Extensions allow you to create virtual phone numbers that work just like other phone numbers in Retreaver. Extensions are useful because they allow you to track many different visitors without paying the monthly costs associated with having thousands of phone numbers.

Creating and using an Extension Pool

How you word your request for this extension or even how many digits it has is up to you when you configure it.

Example: “Please enter your 4 digit Customer ID so we can route your call.”

Of course, you can call it an Offer ID, Computer ID, Listing ID or just an extension. You may also want to set this to repeat more than once.

Extension Failed

This message plays after the caller enters an incorrect number of digits or a combination that doesn’t exist.

Example: “Invalid entry, please try again to enter your 4 digit Customer Identification Number or if you do not know your Customer Identification Number, please enter 1 1 1 1.”

Greeting

The ‘1 is pressed’ Routing Setting does not require the caller press 1 if there is no Greeting on the Campaign. If you want calls to go right through to the Buyer, just leave the Routing Settings as ‘1 is pressed’ and do not add a Greeting.

However, if there is a Greeting, you need to have it prompt the caller to press 1 OR change the Routing Settings.

We suggest leaving the Routing Settings as ‘1 is pressed’. When a visitor calls your phone number, it’s generally a bad idea to immediately forward them to a buyer. Sometimes there are issues of people dialing the wrong number as well as spam, bot, or telemarketing calls that you would like to filter out.

Our system helps prevent this by prompting the caller press 1 to speak to an representative. If you want to only set this for one of your buyers, you can edit the number you’ve given them and add a greeting for only that number. After selecting the number to edit, click the padlock Locked to unlock prompts for this number alone. Unlock Prompts This way, the main Campaign doesn’t ask, but it does for him. It’s also useful because at a later date if you want to unlock a Campaign and add a greeting, you can do so without making any other changes.

Greeting

With this configuration, the caller will be prompted a total of three times to press 1.

The greeting will finish playing the set number times, then we end automatically. You can customize this behavior by adding a “When nothing is pressed” Routing Setting.

Click-to-call Greeting

This greeting is only for callers who arrived in the IVR via Click-to-Call. You would want to use this in combination with ‘1 is pressed’ in your Routing Settings to make sure our system isn’t reaching a voicemail.

With Retreaver, you can initiate calls for your web visitors without any interaction on their part. These calls can be tied to their existing Retreaver session and any numbers that are being displayed on your landing pages, or they can be initiated via a server-to-server request.

Click-to-call can be used instead of choosing to display a trackable phone number to your visitors. Click-to-call works by collecting your visitor’s phone number and initiating a call to them programmatically. This is a great way to increase conversions, as it ensures your visitors get on the phone.

Click-to-call is perfect for users who want to track many different attributes, but don’t want to create large number pools. You can pass in unlimited tag values to associate with the call in your click-to-call initiation request. Note that Click-to-call is different from tap-to-call, which is just using tel links to link a caller to a phone number.

Learn more about using Click-To-Call.

Zip Code Entry

If you’re gathering ZIP codes from callers, legal lead gen for example, you may want to prompt for the ZIP. This will prevent callers who have moved and ported their numbers from a different state being connected to an incorrect buyer.This prompt will play immediately when the call connects.

Most configurations will just have the Zip Code Prompt be the greeting. Alternatively they would have the greeting be a no keypress and then simply ask for the Zip.

Example: “Please enter your five digit ZIP code now.”

Zip Entry Failed

This plays when the caller does not enter a valid ZIP code.

Example: “You have entered an invalid ZIP code, please try again to enter your five digit ZIP code.”

You will want this message to repeat a couple times.

No Buyers Match

You can use Retreaver’s Tags to filter what calls a Buyer will receive. You may for example, have Buyers that take calls in certain geo locations. Or you want callers to have a specific type of debt. These skills that the Buyers are given via Tags dictate that it will not receive the calls that do not qualify. Leaving some callers to not meet criteria and need to be hung up on. With this configured, the caller will know why they are being disconnected and not keep calling.

Example: “Sorry, your geo location or selection criteria does not match any of our agents. Thank you for calling, goodbye.”

Learn to filter calls to Buyers based on Tags.

Please Hold

The Please Hold message plays after any other prompts and greetings, then the call is automatically forwarded to your Buyer.

Example: “Please hold while we connect you with the next available agent. This call may be recorded.”

If you are only wanting to do this for the one promo number and not for every number on the campaign, you may also edit the number you referred to and unlock the prompts from the campaign, and put the Please Hold message on that number only. See Greetings above for more info on unlocking numbers.

By using the Please Hold message instead of a Greeting, you are still able to route straight to the Buyer using the ‘1 is Pressed’ Routing Settings without prompting a caller to press 1.

Music on Hold

Music-on-Hold is ideal for Campaigns where you would simuldial a group of Buyers.

Music-on-hold

Rock music will play for callers waiting to speak to a Buyer.

You can configure hold music by choosing a preset genre from the drop down list. However, you may also use the Text-To-Speech option to repeat a message over and over while they are connected. You could even take advantage of our tokens to say something like “Hang in there, John. Someone will be with you shortly.”

Whisper

When routing a call to a buyer, it is often necessary to inform the target agent or their systems that a call is coming in and what the caller is calling about.

One of the easiest ways to pass information to your buyer is to add a whisper prompt, which will be played only to the answering agent when they receive the call. Note that if the target uses their own internal IVR, and does not have a human answering their calls, this will not work.

Add a whisper prompt to your campaign, and configure the prompt so that it includes the information the buyer needs to know. You can use replacement tokens to dynamically insert the values of any tags on the call in a text-to-speech prompt, which is passed in through the Retreaver.js API when the caller fills out the web form. Your needs may be more basic, like simply informing the buyer that the call is being recorded and that they need to alert the caller.

Example: “Incoming call from the Tax Debt Settlement Hotline”

Greeting callers by name or whispering callers name to agents.

No Buyer Answered

We tried ringing an available Buyer but they chose not to answer the call. This message plays to the caller before the call disconnects. This is often paired with the conversion type of Attempt in the Campaign settings..

Example: “All our agents are unavailable, please try again soon.”

Press 1 To Accept

You can put many Buyers into a group, from there you can choose to dial them separately, or simuldial the group all at once.

simuldial_buyers

By enabling simuldial, your Buyers race to press 1 and receive the call. This prompt plays to all the agents when they pick up the phone, you may want it to look something like: “Press 1 to accept this call”

Press 1 Too Slow

In this race, there is only one winner. All the remaining agents who did not receive the call will have this message played to them.

Example: “Sorry, this call has been taken by a faster agent, better luck next time.”

Key Press 0-9, # and *

Example #1: In a Tax Debt Settlement Campaign, you may want a Greeting that would say:

“The Tax Debt Hotline is not associated with the I R S. We work with the I R S to reduce your tax debt and tax payment. Press 1 for a tax debt agent or press 9 if you are trying to contact the I R S.”

In this case you would want to add a Key Press 9 Prompt that says something along the lines of:

“Sorry, we only handle tax settlement work with the I R S. To contact the I R S, please hang up and dial 1 8 0 0 8 2 9 1 0 4 0. Again, that number for the I R S is eight hundred, 8 2 9, ten forty. Thank you for calling, goodbye.”

Then you would add a Routing Setting for When 9 is Pressed end the call.

9 is Pressed

Example #1 configuration in the Routing Settings and Prompts.

No Key Press and Any Other Key Press

You may want to have the system do something else in the condition that anything else is pressed.

Callers Blocked, Caller Resubscribed, Subscribe Failed

This prompt will be played if the caller has previously requested to be unsubscribed from your campaign. Without this prompt, the call will not go through. You can allow the caller to resubscribe by informing them that they can push 7, they will then be redirected to the main menu after playing the “Caller Resubscribed” prompt if there is one. If they push a button other than 7, the “Resubscribe Failed” prompt will be played, and the call will end.

Angela Dougherty

Client Success Officer