PSTN Configuration Guide

Fonolo is compatible with all major call center platform vendors (Avaya, Five9, Genesys, Cisco, etc.). Fonolo has several different options for connecting to your call center, including via a PSTN connection.

This guide will outline the necessary steps, and information that we require, to set up a PSTN connection between your phone system and the Fonolo Cloud.

It is important to note that the exact configurations required will vary from company to company. For more information or assistance in setting up a PSTN connection to Fonolo, please email Fonolo Support, or call 1.855.366.2500.

1. Offer Message in Queue

The Fonolo Call-Back process begins with an offer message being played to the Client while they are waiting on hold. Each queue that you will be offering call-backs on should be configured to play an offer message, with a DTMF response (typically DTMF 1) initiating a transfer of the call to a Fonolo DID to begin the opt-in process. Offer messages typically say something like, “If you’d like to get a call-back rather than waiting on hold, press one now.”

You will need to configure:

  • An offer message to be played on each queue (post-IVR) offering a call-back
  • A DTMF response for an opt-in triggering a transfer of the call to a Fonolo DID

The initial offer message will need to be put in place in your existing messaging, based on whatever business rules are appropriate. Fonolo can offer some suggestions on frequency and threshold for making this offer, based on the success of some of our other customers.

2. DID/Extension Programming

When connecting to Fonolo via a PSTN connection, we require one DID per queue that you will be offering Call-Backs on. This dedicated DID (toll-free will work, but is not required) must give Fonolo the ability to dial directly into the queue, bypassing any IVR logic.

These extensions will need “some” audio played. They don’t need continuous audio, but many phone systems won’t answer the line properly unless there is audio to play back – so even an audio file with a few seconds of silence is fine.

You will need to configure:

  • Queue Name: Provide a label for each queue for easy identification within Fonolo.
  • Queue DID: Provide a DID that will allow Fonolo to place a call directly into the queue.
  • Fonolo DID: Fonolo will provide a unique DID for each queue that you will be offering Call-Backs on.

Once we have received the above queue information, we will provide one unique Fonolo DID per queue that you will use to transfer calls to for the opt-in process.

3. Audio Prompts / Messaging (optional)

There are several audio prompts used by the Fonolo service, some presented to the caller, and some presented to the agent – all of which can be customized by you. This gives you the ability to keep a consistent voice as your callers’ transition on to the Fonolo platform, as well as customize verbiage so you can use preferred terminology.

Visit our Downloads page for a spreadsheet outlining all the files (with suggested messaging), that would be required to support the Fonolo Service.

You will need to provide:

  • For each of the Audio Prompts listed in the spreadsheet, a voice file will need to be generated by your voice talent.
  • Even when using the Fonolo Default Audio Files, you will still be responsible for the initial offer message (ex. “If you’d like to get a call-back rather than waiting on hold, press one now.”)
  • The required format for all Audio Prompt files is .wav, 16bit, 8kHz, mono PCM.

4. Fonolo Portal Setup (optional)

Fonolo has an online portal (https://portal.fonolo.com/) where you can manage your Fonolo features and view call stats. To complete the set up of the Fonolo Portal for you, you will need to provide additional information on your company and phone system.

You will need to provide:

  • A list of users (first and last name, email address) who will have access to the Fonolo Portal, as well as their Role within the portal:Stats Only User – Access to view graphs, call logs, and real time stats.
    Standard User– Access to the full portal and can make changes to features and set up new queues
    Admin – Same access as Standard but can manage other users
  • The Hours of Operation for your phone queues, including holiday hours/closures.
  • The Caller ID and Number that you would like your Clients to see when we call them back

5. Agent Training (optional)

In our experience, it is imperative to educate call center reps to give them an idea of what to expect when they receive a Fonolo call, and what the experience is like from a caller’s perspective.

We have provided a simple training document which can be found in our Downloads section, which can be used to enhance your existing training material, or can be provided directly to Agents. It typically does take the Agents a few days to “get the hang of things”, so the sooner they can be notified on when to start expecting Fonolo calls, the better.

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