Dear community,
I would like to know if any of you have a successful implementation of a IVR feedback menu system/application. Basically i want to redirect callers to a IVR menu where they will rate the service provided using digits that will be mailed to a specified email addres.
Is anything of that sort possible with any Yeastar PBX?
Not from within the PBX itself. What most do is to have an external device set as an extension such that when the call comes in, you can direct the call to that device which then handles the rest of the query/response process.
The same thing is done when pharmacies are closed at night and callers go to an IVR whereupon they can select from the PBX IVR if they wish to renew a prescription. If so, then the PBX IVR directs the call to the extension with the device that has a script that leads the caller thru the process of being able to renew their prescription(s) by pressing the dial pad keys in response to the questions being posed. When complete, they are returned back to the original IVR in the PBX or given the option to end the call.
The PBX really has no way on its own to accommodate the level of interaction you seek as its IVR is geared to directing calls, not recording responses to a series of questions.
Hi Larry,
Thanks for the response. Can you recommend any such devices i can take a look at?
I also came across a video while searching the community https://support.yeastar.com/hc/en-us/articles/360060105333-How-to-Use-the-PBX-Queue-Satisfaction-Survey-Feature-by-API
I assume the device that will handle the calls should be able to interface with the API?
Yes the API could also be used. The question in my mind is whether you have the skills to write such and/or if the time spent doing so yourself or paying someone to do is worth the effort given that other alternatives exist.
You can do a Google search for IVR survey system and depending on the type of survey sought, you might also consider the following in the new P-series PBX -
https://help.yeastar.com/en/p-series/administrator-guide/satisfaction-survey-report.html
Hi Larry,
The satisfaction-survey-report in the P-series seems to be exactly what i need. Can the pre-defined promt be modified to upload my own recording? Is it limited to only one question or can these be chained?
I would look into the API as a last resort.
Well, of that I am uncertain as I do not have that option as the call center solution is a subscription based offering in the P-Series, see attached link -
https://www.yeastar.com/call-center/#see-plans
Unified Communications
