Basics about Menu choices

Menu choices are used for handling opening hours and contact routing, with some differences between different types of contacts:

• Incoming calls via IVR. Opening hours are automatically controlled.
• Menu choices can be used for callback when the callback record has been created using an incoming call. Used for routing only, not for opening hours.
• You do not need to use menu choices for email, work items and chat, but they can be specified for routing causes. Checking opening hours is not made automatically.

Menu choices are added and deleted in theThe Entrances, menu choices and task types window.

Menu choice contact data key

Menu choice relates to which “service” a customer has requested in an IVR or on the web, such as "order", "support" or "counselling".

Entrance and menu choice are special among contact data keys, in so far as it is possible in CallGuide to specify opening hours for different entrances and menu choices. For example, you can specify that a support service or an entrance with a 020 number is only open during the day.

For routing purposes you can also set task types, as seen in Basics about Task types.