Subject: This article gives a brief explanation regarding the dial tree automation and extension interaction.
Important note: In some cases, Orum will not automatically enter an extension for a prospect, even though it is available in the prospect's information.
Orum will enter an extension, so long as it is prompted to do so, such as demonstrated in example #1.
Example #1: ("simple" dial tree)
- "If you know your party's extension enter it now."
Orum will always dial an extension ~1sec after the number (if it's included with the phone number). This is automatic,
However, Orum will not enter an extension if it must navigate a dial tree before it is able to do so.
Example #2: ("complex" dial tree)
- "Press One for Orders, Press Two for Billing, Press Three to enter an extension number..."
- (user presses 3)
- "Please enter the extension for the person you are trying to reach"
In example 1, the dial tree knows how to handle this input and takes the appropriate action based on the numbers passed.
In example 2, the numbers get passed in immediately, but the dial tree isn't expecting an extension yet and doesn't know what to do with it.
If Orum users are encountering situations that are demonstrated in Example #2, we recommend parallel dialing through the bulk of your call list, allowing Orum to bypass any "complex" dial trees. After completing your parallel dialing, the user should then circle back and power dial through "complex" dial trees and manually navigate them.
As an additional option, Orum can be programmed to navigate complex dial trees! For more information on further information on dial trees and how to program them, Please see This Article.
For more information on Extensions and how they can be entered, Please see This Article.