ContactPortal typically comprises of two Interfaces called AutoAttendant and SpeedDial.
External callers typically use the AutoAttendant Interface and are greeted with the following message “Good Morning/Afternoon/Evening, thank you for calling [ORGANISATION NAME]. Please say the full name of the person or department you wish to contact”.
SpeedDial is used for internal calls and greets the caller by saying, “ContactPortal. What name please”.
You need to contact Netcall Support to change these messages as these core prompts need to be updated directly using the server files. But, this does not stop you from adding/changing/removing Emergency (or Ad Hoc) messages to your Interfaces.
Adding an Emergency Message to your AutoAttendant Interface will do the following. “Good Morning/Afternoon/Evening, thank you for calling [ORGANISATION NAME]. [EMERGENCY MESSAGE]. Please say the full name of the person or department you wish to contact”.
Adding an Emergency Message to your SpeedDial Interface will do the following. “ContactPortal. [EMERGENCY MESSAGE]. What name please”.
Managing Emergency Messages within your Interfaces lets you alter the greeting as you see fit and helps when you need to get important information out to External/Internal or both sets of callers. For example, letting callers know certain wards are off-limits due to norovirus, car parking issues, or bad weather has caused the cancellation of certain clinics.
So how do you do this?
- You need to have a number configured on your system to access the System Administration Telephone User Interface (TUI).
- You need to have an Entity on your system with a UserID and a Role (User Permission) that allows access to the System Administration and Prompt Administration TUIs. - If you don’t know if you have these, please speak to your system administrator or our support team, who can check with you.
Got them? Great, let’s look at recording an Emergency Message on a ContactPortal Interface.
Recording an Emergency Message
1. Dial into your System Administration TUI.
“Welcome to System Administration Please enter your ID, followed by the hash key”.
2. Enter your UserID + # (E.G. 5454#)
“Please enter your PIN”.
3. Enter your PIN number + # (E.G. 1212#)
“Main Menu. For Business Continuity, press 1. To record or review an emergency greeting, press 2. For prompt administration, press 3”.
4. Press 2 to record or review an emergency greeting.
“Emergency Message Menu. To select AutoAttendant press 1. To select SpeedDial press 2. To go back, press star”.
5. Press the number for the Interface you want to record a message for.
“You have selected [INTERFACE] There is no emergency message. To record a new message, press 2. For no change, press star”.
6. Press 2 to record your message.
"Please start recording the message after the tone. When you have finished, press hash".
7. Record your message and press # when complete.
"To save the message, press zero. To review it, press 1. To re-record it, press 2. To discard it, press 3".
8. Press 0 to save your message.
“Message Saved”.
9. Your message is saved and is now live to callers. You can now hang up.
Updating or Removing Emergency Message
To update or remove an Emergency Message, repeat the same steps as above. At steps 5-6, you will hear this message.
“You have selected [INTERFACE] To hear the current emergency message, press 1. To record a new message, press 2. To remove the message, press 3. For no change, press star”.
Select the option you require and follow the prompts to update or remove your message.
If you have any questions, then do get in touch.
Thanks.
Jonathan Redsell