TABLE OF CONTENTS


Overview

The Laminin team will configure your inbound channel according to your requirements and business processes.  We can setup IVRs, Queues, Time Conditions and Failover to enhance your productivity and ensure your customers have a great experience.


IVR

Interactive Voice Response is an automated phone system technology that uses DTMF tones (pressing keys on a phone) to handle the call in a specific way, such as directing it to a specific department.


Queues

A queue is a waiting area that an inbound call gets directed to that is serviced by a group.  The client is notified of their position in the queue periodically and can opt to be called back.  The calls can be distributed to users in the group on a ring-all, round-robin, least-calls-taken or sequential basis.


Time Conditions

Inbound calls can be handled differently depending on the time of day, day of the week or whether it is a public holiday or not.  As an example, from Monday to Friday calls can be directed to the IVR, play a welcome message to the client and send the call to the correct queue depending on the client's choice.  Over weekends calls might be directed to a support line.  After hours you might want to play an after hours message and send the call to your reception voicemail.  All of this is configurable with Time Conditions and can be fully automated.


Failover

Missing inbound calls can be avoided by implementing a good failover strategy.  As an example, an inbound call might start with a queue, if it isn't answered within 60 seconds it can failover to a landline extension, if it isn't answered withing 15 seconds it can failover to a group of cellphones and lastly if it isn't answered by the cellphones you can send it to the reception voicemail and receive an email notification as well as a notification on the reception phone to call the client back.


Getting Started

To get started with inbound, please supply us with the following:

  1. Voice recordings for your
    1. Welcome message
    2. After Hours message
    3. Holiday message
    4. IVR Options message
  2. A basic call flow for an inbound call during
    1. Office hours
    2. After hours
    3. Public holidays
  3. Your IVR options
  4. Queues
    1. Queue name
    2. Users in this queue
  5. Failover strategy you want to implement


Download

You can download the attached spreadsheet to assist you with the information we require to configure your inbound channel


For any questions or additional support, please mail our team at [email protected]

When logging a ticket with the Laminin support team, please provide as much information as possible. This can include references to specific leads or recordings as well as descriptions and screenshots of your own troubleshooting.