Using Prompts

For CINNOX Advanced Call System

Prompts are audio files played at various points within the call process, such as:

  • Greeting Prompt
  • Waiting Prompt
  • Voicemail Prompt
  • End Prompt

In tandem with the defined routing rules, namely, Alternative Routing, Time Routing and Percentage Routing, add prompts for different call stages, bringing your customers and visitors a more personalised and interactive call experience.

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How to add Prompts in the Routing Setting

  • Navigate to Channels and Click on Numbers.
  • Click on Virtual Numbers tab > More (...) and Virtual Number Details for the required Number.
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Click on Virtual Number Details

 

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Case 1: Prompt Settings for Alternative Routing

  • Choose Alternative Routing.
  • Click on Edit for Prompt Setting.
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Click on Edit

 

  • Toggle on Greeting Prompt and Choose Voicemail & Voicemail Prompt / End Prompt as required.
  • Click on the drop-down list to choose the required prompt or Add new prompt to upload a new prompt if required.
  • Click on Confirm.
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Click on Confirm

 

  • Click on Save when all settings are completed.
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Click on Save to complete the settings

 

Case 2: Prompt Settings for Time Routing

  • Choose Time Routing.
  • Click on Edit for Prompt Setting.
  • Click on Confirm after completing the prompt setting process.
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Time Routing is selected

 

Add Percentage Layer

It is optional for you to additionally distribute incoming call enquiries based on the defined percentage.

  • Click on + Add Percentage Layer.
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Click on Add Percentage Layer

 

  • Fill in the percentage in Percentage #1. If required, also fill in Percentage #2 and so on.
  • Click on + Add Destination to select the destination for Percentage #1, Percentage #2 and so on.
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Click on Add Destination

 

  • Click on Save and Confirm the setting.
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Click on Confirm

 

  • The toast message indicates that the update (Time routing) is completed.
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Routing setting is completed

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Important Notices

  • You can delete the added percentage section without affecting the rest of the settings.
  • The added percentage section will be numerically enumerated like Percentage #2, Percentage #3, etc.
  • The percentage in the added section (e.g. Percentage #2, Percentage #3, etc.) must range between 1 and 99%.
  • At least one assigned destination for the added percentage section is a must.
  • The percentage must be an integer in the added percentage section.
  • When Call System is disabled, only Voicemail & Voicemail Prompt are still available and inherits the settings done before Call System was disabled.
  • When Call System is disabled, other prompts will be reset to default settings.

 

Case 3: Prompt Setting for Percentage Routing

  • Choose Percentage Routing.
  • Click on Edit for Prompt Setting.
  • Click on Confirm after completing the prompt setting process.

Add Time Layer

It is optional for you to additionally distribute incoming call enquiries based on the Time Zone.

  • Click on + Add Time Layer.
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Click on Add Time Layer

 

  • Click on the drop-down list of Select Days of Week and fill in the Start Time and End Time in Schedule #1. If required, also fill in that in Schedule #2 and so on.
  • Click on + Add Destination to select the destination for Schedule #1, Schedule #2 and so on.
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Enter Start time and End Time

 

  • Click on Save and Confirm the setting.
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Routing setting is completed

 

  • The toast message indicates that the update (Percentage routing) is completed.
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Routing setting is completed

 

Duplicate Settings

Duplicate Settings helps you save time and duplicate the settings from the original section instead of re-entering the same information one by one to the new sections. Duplicate Settings applies to both the Time Zone section and Percentage section.

  • Click on Duplicate.
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Click on Duplicate

 

  • The duplicate section is placed next to the original section.
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The duplicate setting

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Note

  • The duplicate section will be numerically enumerated like Percentage #2, Percentage #3 or Time Zone #2, Time Zone #3, etc., next to the original one.
  • The duplicate section will inherit all Destination Setting and Prompt Setting of its original section.

 

Delete the duplicate settings

To delete the duplicate Time Zone sections and Percentage sections:

  • Click on the trash bin icon on the added section.
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Click on the trash bin icon

 

  • The duplicate setting is deleted.
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The duplicate setting is deleted

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Important Notices

  • The original setting deleted will be replaced by the second setting.
  • The Percentage #1 setting in the Time Zone #1 setting can be deleted if the Percentage #2 setting in the same time zone setting has already been added.
  • The Time Zone #1 setting in the Percentage #1 setting can be deleted if the Time Zone #2 setting in the Percentage #1 setting has already been added.
  • If the percentage of the Percentage #1 setting is deleted, Time Zone #1 will inherit the Destination Setting and Prompt Setting, originating from the Percentage #1 setting.

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