Using Telephony Toolkit Settings to Set Up Greetings, Menus, Routes and Queues

Logging into your Phone.com API Developer account gives you quick and easy access to settings for greetings, queues, routes and menus, all part of our Telephony Toolkit.

Greetings are audio files that play automatically when a caller connects. They provide general welcome information or present callers with menu options: “Press [1] to speak to a sales representative, press [2] to leave a message,” and so on. Menus are settings that define menu options for a call, mapping phone digits to routing options—for example, the digit [1] to your Sales queue. Routes (known as Call Handling Presets in your account settings) are the behind-the-scenes routing rules that turn menu selections into call actions. Finally, Queues define a group of phone numbers in your organization to which you can route callers—for example, your Tech Support team or Sales departments—starting with the first member in the queue and then moving on to the next member if the first does not answer.

How greetins, menus, routes and queues work together

You may wish to set up or manage these features in the Telephony Toolkit by logging into your account, but to really integrate these services in your application, you will likely be invoking them dynamically `using Phone.com API requests`_.

This tutorial will walk you through configuring up basic Telephony Toolkit settings in the order they should generally be implemented. For more information on setting up services in the correct order, see our Configuration Checklist.

In This Tutorial:

Prerequisites

Before you begin: This tutorial is conceptual in nature—allowing you to spend time planning the menus, routes, queues and greetings that you may need to create. We suggest mapping out a simple menu structure, deciding which routing options you want to offer, and then setting up the greetings, queues, routes and menus that you need as you work through the steps.

To complete this tutorial, you will need:

  • A Phone.com API Developer account

  • Your application’s API key and password

  • The readymade audio recordings (.wav or .mp3 formats) that you need for greetings, invalid entry recording, or hold music:

    • Use greetings to present menu options to your callers. For example: “Welcome to Our Company. To speak with a Sales representative, please press [1], to leave a message, press [2] ...”
    • An invalid entry error recording plays if a caller presses a digit that does not have a menu setting assigned. For example: “We did not recognize your selection. To speak with a Sales representative, please press [1], to leave a message, press [2] ...”
    • Hold music includes any recording that plays when a caller is placed on hold or is waiting in a queue.

Before beginning this tutorial, please refer to Systems and Requirements and the reference information for the /menus service. Also, the following topics show you how to structure requests to our API:

Adding a Greeting to Your Account

  1. Log into your Phone.com API Developer account.
  2. Click Configure > Add a Greeting.
  3. Enter a name for your greeting and select the phone extension on which you want to use this greeting.
  4. If you want to use the greeting as hold music or any kind of announcement to play while callers are waiting in a queue, select Yes for Allow for use as hold music. If this greeting will not be used as hold music, leave the default (No) selected.
  5. Click to choose how you will add your greeting, and complete all required fields:
    • Text to Greeting: Enter the text that you want to convert to an audio message. Select a voice (previewing as needed) and click Add. Our Text to Greeting service will translate the text you enter to an audio greeting.
    • Record from Phone: Click Click to Record a Greeting and follow the steps required.
    • Upload New File: Click Choose File and browse to select the audio file you want to use as your greeting or hold music. Click Upload.
  6. Click Save Greeting.

Set up all the greetings you anticipate needing.

Creating a Queue

  1. Log into your Phone.com API Developer account.
  2. Click Configure > Add a Queue.
  3. Enter a name for your queue.
  4. Select a greeting (Announcement) and hold music for the queue if desired.
  5. Select the maximum hold time that you want callers to be on hold in the queue, and whether or not you want them forwarded to an application after that time. Select the application to which you want callers forwarded.
  6. Select whether or not to show queue members the caller’s phone number or the phone number forwarding the call to the queue.
  7. Select whether or not to monitor calls for this queue, and how many days to save call-monitoring recordings.
  8. Add members to the queue in the order you want their extensions dialed. Be sure to use the following settings:
    • Enter the ten-digit phone number or extension for each queue member
    • Select the number of seconds you want to ring each queue member before moving on to the next member
  9. Click Save Changes to create the queue.

Set up all the queues you anticipate needing.

Adding Routes (Call Handling Rules)

Note: Before you add a new route, you will need to set up the user schedules, queues, voicemail, greetings, hold music, or phone extensions that you plan to use in the new menu. You can add or edit all of these settings under the Configure menu in your account.

There are two situations in which you will likely need to create new routes—first, when defining automatic routing settings for an extension (Configure and Add a User/Extension), and second, when setting the routes for menu options (see Building a Menu below). In both cases, you will select similar settings:

Setting Routing Options for an Extension

When specifying how routing will work for an extension, you will select which calls the routes will apply to (All, Received during or Received from). You will then add one or more rule for that call type. For example, you might specify that all calls received at the extension during office hours be routed to a daytime reception menu that you have already created, and then disconnect.

Setting routing options on an extension

Setting Routes for Menu Selections

When specifying routes for the digit selections in a menu, you need to select which calls the routes for that digit will apply to (All, Received during or Received from), and then add each route individually. For example, you might specify that when callers press [1] during office hours, they will be routed to your Sales queue. If they press [2] during office hours, they will be routed to voicemail.

Setting routes for menu selections

Set up all the routes you anticipate needing.

Building a Menu

Now that you have set up the greetings, queues and routes that you need, you can bring it all together by building the menu to route callers.

  1. Log into your Phone.com API Developer account.
  2. Click Configure > Add a Menu.
  3. Enter a name for your new menu.
  4. Select a greeting for your outgoing message (plays as soon as the caller connects) and invalid-entry message (plays when a caller presses a digit that does not have a menu setting assigned).
  5. Select whether or not you want callers to be able to dial extensions directly, and click Continue.
  6. On the Edit menu, click the EDIT button beside each digit to set routing options for that digit. For reference, see Setting Routes for Menu Selections above. You will use any additional queues, extensions or greetings that you set up earlier.

Congratulations! You have set up basic greetings, queues, routes and menus for your account.

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