Incoming calls. Scripts setup

In UniTalk personal account, you can create flexible schemes for distributing and redirecting incoming calls to solve any business problems.

It is possible to set up call distribution:

for a particular employee
per department (group of employees) according to the specified types of call distribution;
to external number;
for audio recording;
on IVR menu;
to the responsible manager (according to various parameters of the “client-manager” binding);
set the reception of incoming calls in the order of priority with flexible distribution options for employees.

It is possible to redirect a call if the line is not answered/busy:

per employee/department (group of employees);
to an external number/group of numbers;
to an external SIP-account or other telephony;
to a voice message.

We have devoted a separate article to a detailed analysis.

Step-by-step instructions for setting up an incoming call script.

1. Log in to your UniTalk account

2. Go to the section «IP-telephony» → «Incoming scenarios» → click «Add script» and start setting up:

3. Specify a script name, such as “Sales” or “Working Hours”:

4. Set up a rule for distributing incoming discussions during working days and hours using the “Add rule” option.

5. Simply drag the blocks from the right box to the left box in the order in which you want the incoming call to arrive.

*The number of blocks added to the script is unlimited. If the specifics of your business allow it, we recommend setting up an incoming call script with a total duration of all rules of no more than 40 seconds. According to the widest statistics of calls, less than 3% of people wait on the line for more than 40 seconds. It is often better to play a recording to a calling client with the information that all managers are busy and they will call back later than to keep the client on the line.

Below is an example of a typical scheme for setting up a script for receiving incoming calls, which is suitable for most companies:

Working hours: 09:00-18:00 from monday to friday;
An incoming call goes to the responsible manager. If there is no answer after 15 seconds →
The call goes to the department (“Sales Department”), to all employees at the same time. If there is no response after 15 seconds →
The call comes to the head of the sales department (for example, to an external number). If there is no answer after 10 seconds →
The call comes to the “Audio Recording”: “Hello, at the moment all operators are busy, we will call you back within 10 minutes.”

6. Next, if necessary, set up a rule for distributing incoming calls on non-working days and hours. Below is an example of a typical scheme that is suitable for most companies:

Non-working hours: 00:00-23:59 from Saturday to Sunday;
An incoming call is received on the personal telephone of the employee on duty (distribution “Call to an external number”). If there is no answer after 30 seconds →
The call goes to “Audiorecord”: “You called after business hours, we will call you back later.”

7. Next, set up the “Basic Rule”to make sure that all incoming calls that will be received at all other times (for example, so as not to create separate rules for the period Fri from 18:01 to 29:59; holidays, etc.), when working and non-working time scripts are not involved, get into telephony, for example like this:

An incoming call is received on the personal telephone of the employee on duty (distribution “Call to an external number”). If there is no answer after 30 seconds →
The call comes to the “Audio Recording”: “You called after hours, we will call you back later.”