Both AI Flow Dialer and AI Parallel Dialer in Koncert includes setting to manage Phone Tree (IVR) detection, improving the efficiency of call connections. This setting allow users to either connect with the prospects through the Extensions when available to reach the desired prospect, or skip Phone Tree (IVR) entirely.
Below are detailed configurations and behaviors for both dialers:
AI Flow Dialer:
In the Settings Summary window, you can configure the below Phone Tree setting.
Upon Phone Tree detection, skip call
- When the settings is enabled and the prospect has Extensions, the AI dialer will attempt to connect with the prospect using the extension number from the corresponding Extension column associated with the phone columns in the Dialing Session tab. If a human voice is detected, the call will be connected to the user.
Specifying an Extension number makes connecting with a prospect easier. For instance, AI dials the "Work Phone" column, it will automatically retrieve the extension number mentioned in the associated "Work Phone Extension" column and dial it to reach the prospect.
If no human voice is detected (e.g., the IVR loops or there’s no valid response), the call will be skipped, and the disposition will be logged as Phone Tree.
If the prospect doesn't have any extension, the dialer will immediately skip the call upon detecting a Phone Tree and log the disposition as Phone Tree.
- When the setting is disabled and the Prospect has extensions, the dialer attempts to connect the call by dialing the extension. If the dialer successfully detects a human response, the prospect is connected to the user. If a human voice is not detected, the dialer does not skip the call, and either the user can manually navigate the Phone Tree using the Dial Pad based on the IVR prompts or can Hang Up the call as you wish.
If the prospect doesn’t’ have any extensions, the call is not skipped, regardless of Phone Tree detection. The user user can manually navigate the Phone Tree using the Dial Pad based on the IVR prompts or can Hang Up the call as you wish.
AI Parallel Dialer:
By default this settings will be enabled and non-editable. If the prospect has Extensions, the AI dialer will attempt to connect with the prospect using the extension number from the corresponding Extension column associated with the phone columns in the Dialing Session tab. If a human voice is detected, the call will be connected to the user.
Specifying an Extension number makes connecting with a prospect easier. For instance, AI dials the "Work Phone" column, it will automatically retrieve the extension number mentioned in the associated "Work Phone Extension" column and dial it to reach the prospect.
If no human voice is detected (e.g., the IVR loops or there’s no valid response), the call will be skipped, and the disposition will be logged as Phone Tree.
If the prospect doesn't have any extension, the dialer will immediately skip the call upon detecting a Phone Tree and log the disposition as Phone Tree.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.