FAQs
Q: Can I add users to my account, and can their access be customized?
A: Yes, you can create new users under your Account Management page and customize their access. Please keep in mind that for your sub-users to access any portal module, you must configure their permissions in the Set Page Permissions box accordingly.
Q: Why can't I find my album links on the dashboard?
A: If you can't view your albums on the dashboard, please ensure they're set to 'Public.' To do this, go to your Library, select the desired album, click the edit pencil icon, and in the 'Other' section at the bottom right, check the 'Public' checkbox.
Q: How can I add a recording to an IVR branch?
A: You can add a recording by either selecting a pre-recorded album from your Library or using TTS (Text-to-Speech) by entering the text you wish to convert to audio.
Q: Which type of IVR branch requires a greeting recording?
A: Several IVR Functions, including those labeled as 'Multiple,' require a greeting recording. These functions include Menu, Password, Custom Input, and Multiple function types (such as Album Collection, Add Label, Connect, etc.).
Q: What happens if callers enter invalid input during their call route?
A: The response depends on the IVR branch settings they are on. You can configure it to make callers Go Back to the beginning of the branch, Play a recording to provide further instructions, or Goto a different branch in your account.
Q: How can I set a specific IVR branch as the first one for callers when they call my hotline?
A: Under Settings, set your Call Landing Branch from the IVR drop-down. The selected branch will be the first one callers land on when they call in. Most accounts choose Menu as the default landing branch, but you can customize this based on your needs.
Q: What's the difference between the 'Record' and 'Voicemail' IVR functions?
A: 'Record' automatically adds content to albums, while 'Voicemail' is designed for admin listening with additional features. Voicemail-to-album requires manual download and upload.
Q: For the Menu IVR function, can I use any input number I'd like?
A: It's recommended to use single-digit input whenever possible with the Menu function. Using multiple digits may lead to the system expecting additional input, potentially causing delays.
Q: Can I route groups of callers through different call paths?
A: Yes, you can achieve this by utilizing the Label function. It allows you to send different contact groups through various call routes.
Q: What's the difference between the 'Connect' and 'Transfer to Number' IVR functions?
A: The 'Transfer to Number' option is intended for transferring calls to another hotline within the Voitex organization, whereas the 'Connect' function allows for transferring calls to non-Voitex numbers.
Q: Where can I access logs for custom input from callers?
A: To access Custom Input Logs, go to Settings, then select 'Custom Input Logs' on the right. Choose the desired log date to view the logs directly, or to export them in CSV format, click the export icon on the right.
Q: Can customers send SMS messages to my hotline number?
A: Yes, to enable your hotline to receive SMS messages, activate the SMS branch and ensure your hotline number is SMS-enabled. You can do this by clicking the chat icon located on the right of your hotline number in the dashboard. Additionally, select the SMS landing branch from the 'Settings' dropdown after creating an SMS branch. Unlike IVR, SMS doesn't have a default landing branch.
Q: I'm trying to set up a broadcast, but it won't allow me to. What am I doing wrong?
A: To initiate a broadcast, you need to have a minimum credit balance of $50 available. To add credit, simply click the "+Add" button located to the right of your Credit balance.
Q: Can I schedule a recurring broadcast?
A: Yes, you can schedule a recurring broadcast. Click on the timer icon within the Broadcast module and set it up with the same settings as when creating a regular broadcast. You will also find additional options for specifying the repeating schedule (Daily/Weekly/Monthly, etc.) to suit your needs.
Q: How can I monitor and manage conference rooms in real time?
A: To monitor and manage conference rooms in real time, navigate to the 'Live Conference' section. Here, you can view your live (active) conference room(s) and directly manage them as needed.