{"id":11748,"date":"2024-04-30T08:37:38","date_gmt":"2024-04-30T08:37:38","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=11748"},"modified":"2025-10-27T18:56:33","modified_gmt":"2025-10-27T18:56:33","slug":"how-to-use-ivr-menus-for-onflo","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-use-ivr-menus-for-onflo\/","title":{"rendered":"How to Use Interactive Voice Response (IVR) Menus for Onflo"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11748\" class=\"elementor elementor-11748\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-39ebe5e7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"39ebe5e7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-732f0e94\" data-id=\"732f0e94\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-94a0dd6 elementor-widget elementor-widget-text-editor\" data-id=\"94a0dd6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Onflo (formerly Let's Talk!) <a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-use-call-center\/\">Call Center feature<\/a> allows districts to use the platform as their comprehensive customer service solution and call center \u2014 allowing you to take incoming calls, make outgoing calls, and manage the call and phone agent queues.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">The Call Center can be managed virtually, improve customer experience, increase first-call resolution, and serve as a solution for gathering feedback from calls, texts, emails, chatbot, and other channels.<\/span><\/p><p><b>Interactive Voice Response (IVR)<\/b><span style=\"font-weight: 400;\"> is a system that allows callers to interact with a menu using their phone's keypad. Configure IVR menus to route users to the right queue or play voice memos.<\/span><\/p><h2>IVR Settings<\/h2><p><span style=\"font-weight: 400;\">Users can create multiple IVR Menus on the IVR settings page. Within each IVR Menu, you can configure a greeting message or routing instructions to be heard when customers call in.<\/span><\/p><p><img fetchpriority=\"high\" decoding=\"async\" class=\"size-medium wp-image-12458 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2024\/04\/IVR-Settings_Lets-Talk-800x407.png\" alt=\"\" width=\"800\" height=\"407\" \/><\/p><h2>IVR Name<\/h2><p><span style=\"font-weight: 400;\">Choose a name for the IVR, which will display in the collapsed view, and select the IVR as a routing option.<\/span><\/p><p><img decoding=\"async\" class=\"size-medium wp-image-12459 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2024\/04\/IVR-name_Lets-Talk-800x273.png\" alt=\"\" width=\"800\" height=\"273\" \/><\/p><h2>Greeting<\/h2><h4><strong>Creating Greetings<\/strong><\/h4><p>Enhance the caller's experience with personalized greeting messages. Users can upload recordings within the Greetings Library and select one to play as the greeting message for an IVR.<\/p><p><img decoding=\"async\" class=\"size-medium wp-image-12460 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2024\/04\/Lets-Talk-Call-Center_add-greeting-800x147.png\" alt=\"\" width=\"800\" height=\"147\" \/><\/p><p>\u00a0<\/p><ul><li>Click on \u201cAdd Greeting\u201d to upload audio files for greetings.<\/li><li>Each greeting requires a name and accepts .mp3 and .wav files.<\/li><\/ul><h4><strong>Replace Greetings<\/strong><\/h4><p>Greetings can be replaced by hovering over the name and selecting Replace.<\/p><p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-12461 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2024\/04\/Lets-Talk-Call-Center_replace-greeting-800x49.png\" alt=\"\" width=\"800\" height=\"49\" \/><\/p><p>Select a file to replace the Greeting then Upload. Please note that this action can't be undone once you replace the Greeting.<\/p><p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-12462 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2024\/04\/Lets-Talk-Call-Center-replace-greeting-upload.png\" alt=\"\" width=\"479\" height=\"279\" \/><\/p><p>\u00a0<\/p><h2>Call Routing<\/h2><p>Users can choose how key selections will route to specific actions from the following options:<\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Queue<\/strong>: Choose which queue to route calls to.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><strong>IVR:\u00a0<\/strong>Choose which IVR to route calls to.<\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><b>Greeting:<\/b><\/span><span style=\"font-weight: 400;\"> Select a Greeting recording to play.\u00a0<\/span><\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-12463 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2024\/04\/Lets-Talk-Call-Center-routing.png\" alt=\"\" width=\"740\" height=\"412\" \/><\/p><h2>Error Settings<\/h2><p><strong>If no key is selected...\u00a0<\/strong><\/p><p><span style=\"font-weight: 400;\">Users can decide what happens if callers do NOT select a key after a specific time. <\/span><span style=\"font-weight: 400;\">They can choose the wait duration before taking any action.<\/span><\/p><p>The following actions include:<\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">End Call<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Replay Greeting<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Greeting: Select<\/span><span style=\"font-weight: 400;\">\u00a0another audio recording to play.<\/span><\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-12464 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2024\/04\/Lets-Talk-Call-Center-error-settings-800x280.png\" alt=\"\" width=\"800\" height=\"280\" \/><\/p><p><strong>If an invalid key is selected...\u00a0<\/strong><\/p><p><span style=\"font-weight: 400;\">An Invalid key is anything that is not configured. Users can choose what happens if callers select an invalid key. They can choose which action to take from the following:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Replay Greeting<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Recording: <\/span><span style=\"font-weight: 400;\">Select which recording to play<\/span><\/li><\/ul><p>Find more overview information about the Call Center <a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-use-call-center\/\">here<\/a>.<\/p><p><a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-set-up-phone-numbers-in-lets-talk\/\">Click here<\/a> to learn how to set up phone numbers in Onflo.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Onflo (formerly Let's Talk!) Call Center feature allows districts to use the platform as their comprehensive customer service solution and call center \u2014 allowing you to take incoming calls, make outgoing calls, and manage the call and phone agent queues.\u00a0 The Call Center can be managed virtually, improve customer experience, increase first-call resolution, and serve...<\/p>\n","protected":false},"author":27,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-11748","post","type-post","status-publish","format-standard","hentry","category-how-to-articles","tag-call-center"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11748","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=11748"}],"version-history":[{"count":7,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11748\/revisions"}],"predecessor-version":[{"id":14797,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11748\/revisions\/14797"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=11748"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=11748"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}