Avaya IPO Voicemail Pro Post Call Survey Reported in ACR

In our example we have used 621 through to 623 for Question 1 through to Question 3. Then 624 for Final Reply

Make sure these codes do not conflict with internal extensions, groups, or external dialled numbers. You could if required prefix these ShortCodes with a # to prevent conflict.

The Feature will be Voicemail Node for each one

Save these in IP Office

Access the Voicemail using Voicemail Pro Client 

Expand the system and in Short Codes, right click and create a new one for each Question, you will also need to add one for the Final Reply

Ensure that the name matches the Telephone Number in the Short Codes created in IP Office

Create the flow for each Question.

In our example we have a Start Point connected to a Menu

The Menu has 5 options and a timeout.

Each of the options connect to a Transfer.

Each transfer represents the response the caller will be selecting.

A Timeout will capture a no response from the caller.

In the Menu Entry Prompts, create and record a greeting for question 1

Example: Question 1, how was the overall experience, poor press 1, needs improvement press 2, average press 3, good press 4, great press 5

In the Menu Inputs

Select the DTMF responses available and assign a timeout.

Create the Transfer for each DTMF and configure them.

In General, enter a Token Name so it is clear on the programming what the transfer is used for.

In Specific

Set the Destination as the next Questions Short Code (in our example this would be 622)

In the Description enter the Question Number and the result

This is important to get right, as the ACR reports on these descriptions.

Below are examples of each of the Transfers in the Question 1 Short Code call flow.

Each one has the Destination of 622 and the Description beginning with Q1 (followed by the result)

Repeat the process for Question 2 and Question 3

Make sure that the Menu is playing the correct greeting file.

Make sure that all the Transfer elements have the correct Destination and Description

In Our example, all Transfer elements in Question 2 will have the Destination of 623 (to send the caller to question 3)

Then all Transfer elements in Question 3 will have the Destination of 624 (to send the caller to Final Reply)

The Final Reply ShortCode will have a Generic element to play a “thankyou for completing the survey” greeting, then the call will be disconnected.

In ACR, select Reports, Create Reports

Select Agent, if you want to run the results against all agents (you could also create a Group report if you wanted the results against a specific group)

Create a Call Count entry for each result.

Example below

Call Count field selected.

Column Header named as the Result.

Scroll down and select (3 dots) Call Includes Tag

Set Include All

Set Contains

Set Name as it is in the Transfer element in Voicemail Pro (this needs to match for it to work)

If required select the Total column calculations for each result

Name the report and save

Testing

First call the Question 1 ShortCode (in our example this was 621)

Follow through the survey and enter a result for each question.

In ACR select Reports, Run Reports

Select the report created.

Set the Report Timeframe and select the Agents to report on

Run the Report

The report will provide the results of each agent.

Once confirmed the results are showing.

Make a test call inbound to a user, once they have answered, transfer the call to the ShortCode of question 1, in our example this will be 621.

The caller will now be able to complete the call survey, the results will be logged against the agent who transferred the call to the post call survey.