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5.2 PORT SETTING OPTIONS
CUSTOMIZING THE SYSTEM
103
The top of the tree should include what callers will hear when they are first connected to the
VPS. Then create a branch for each option. This should be done until each caller option has
been documented. Next, fill in each box with the action that it represents so you can easily
remember what action corresponds to each keystroke.
Remember that it is possible and often necessary to have 1 custom service lead to another
custom service. For example, if someone presses [1] for sales, you might want another menu
to say
"for new car sales, press [1]; for used car sales, press [2]."
This way, callers are routed
directly to the person best suited to handle them.
Sample Custom Service for Foreign Languages
If you are an airline or travel agency, your callers might not be fluent in English. You can easily
accommodate several languages with Custom Service. For example, each key on the keypad
(there are 12 keys) could be assigned to a language. Record Custom Service Menu 100 so that
the caller can select a language with one-touch dialing. For example, the top menu could be:
"For English, press 1. For French, press 2. For Spanish, press 3. For German, press 4. For
Japanese, press 5. For Chinese, press 6
... etc.
"
(Of course, selections should be recorded in
their respective languages.)
At the next level, create menus in each language for day mode. For example, Custom Service
Menu 2 (the one for English callers) might be:
"For departure information, press 1. For arrival
information, press 2. For reservations, press 3. To leave a message, press 4. To send a fax, press
5."
Thus at this level (or at an even lower level) a caller can be guided in his native tongue to
the right person (extension), the right message-taker (mailbox), or the right device (fax
machine).
In parallel, create menus in each language for night mode. For example, Custom Service Menu
16 might be:
"Sorry, we are closed for the day. Our regular business hours are from 9 am to 5
pm, Monday through Friday. If you would like to leave a message, press 1 now. If you would
like to send a fax, press 2 now."
Record a similar message for the other languages in night
mode.
5.2.2 Custom Service Features
Day Service (1 - 5 - 2)
Set each day for the correct day - night mode. These greetings will work independent of the
telephone switch for the various greetings.
Intercom Paging (1 - 5 - 7 - 7)
This feature is only available with APT/DPT Integration.
When needed, change the paging code for each of the paging groups.