Fonolo is compatible with all major call center platform vendors and can connect to your call center through a PSTN connection.
This guide outlines the steps for setting up a connection between your phone system and the Fonolo Cloud. To provide the information needed to set up the Fonolo deployment, fill out the PSTN Setup Form:
In-Queue Offer Message
The Fonolo call-back starts with an offer message played to the caller while they are on hold. Each queue that will be offering call-backs must have:
- An offer message that offers the caller a call-back.
- DTMF breakout logic that transfers the call to a Fonolo DID.
The offer message must be added to your existing messaging, using any appropriate logic or wording. Optionally, we are happy to make suggestions on frequency and the threshold for activating the offer.
DID/Extension Programming
To connect to Fonolo using a PSTN connection, you must configure one DID per queue that will be offering call-backs. For example, if you want to offer call-backs on three queues, you need three unique DIDs. Toll-free DIDs will work but are not required.
You must provide:
- A Queue Name that appears for each queue in the Call-Back Portal.
- A Queue DID that lets Fonolo call directly into each queue and bypass the IVR.
We will provide a parallel Fonolo DID for each of your Queue DIDs.
Your DID extensions may need to have audio playing on them. Some phone systems will not answer a call unless it can play something to the caller. A file with a few seconds of silence will work.
Call-Back Portal Setup
The Call-Back Portal is used to manage Fonolo features and view call stats. To set up the Portal, some additional information on your company and phone system must be provided:
- The Hours of Operation for your each of your phone queues that will be offering call-backs.
- Any Advanced Scheduling for holidays and other times the call center will have reduced hours or be closed.
- The Caller ID and Phone Number that you want callers to see when they get a call-back.
- A list of users who need access to the Portal, as well as their role within it:
| Permission | Stats Only User | Standard User | Account Manager |
|---|---|---|---|
| View graphs, call logs, and real-time stats | ✓ | ✓ | ✓ |
| Edit service settings | × | ✓ | ✓ |
| Set up new queues and profiles | × | ✓ | ✓ |
| Manage other users | × | × | ✓ |
Optional Features and Procedures
While not required, there are other features or procedures that may complement your Fonolo deployment.
Custom Audio Prompts and Messaging
The Fonolo service uses audio prompts that we provide in English, French, and Spanish. All prompts—for the caller or agent—are customizable using your own voice talent, letting you keep a consistent voice and terminology as your callers transition to Fonolo.
This file contains a list of all Audio Prompts that need to be recorded and uploaded into the Call-Back Portal. English, French and Spanish Audio Prompts can be found on each page within the below file.
To use your own audio or voice talent, you must provide a voice file for each of the audio prompts listed in the spreadsheet that you want to use.
Audio files must be in the .wav, 16bit, 8kHz, mono PCM format.