Managing Poll or Survey Call Flow

Follow

Managing Poll or Survey Call Flow

Get ready for what may be the longest article in our Voice Broadcasting section. In this article you will learn everything about creating a Poll or Survey campaign. There is a lot of material to cover but it should not be too painful to understand.

First, you will notice that when loaded into a Poll or Survey campaign, the Call Flow link has two sub links as you can see in the screenshot below.

Campaign Steps is where you will create and manage all the call flow steps to form your IVR.

Manage Audio Files is where you can edit any audio files from the call flow steps that you create.


Campaign Steps

After you click on Add Campaign Step you will see this screenshot below.

You will notice there are 3 types of campaign steps you can add.

Question - The question step allows you to gather touch-tone responses which will get stored in the campaign report.

Play Message Without Question - The play message without question step is useful for intro messages where you do not want to allow any touch-tone interaction until after the call recipient is finished listening to the first message.

Good Bye - The good bye message can be played when you want to exit the call. This can be based on a users touch-tone response at any point of the call flow OR when they have finished answering all the questions.


The "Question" Campaign Step

Below is a screenshot of the Question campaign step followed by an explanation of the input fields.

Question Name - The unique name of your question that will be used as the column header in the campaign reports.

Question Audio File - This is where you upload your audio file OR record by phone.

Max Repeats - This is the maximum amount of times you will replay the message if there is no response from the call recipient.

Valid Inputs - This is where you enter the touch-tones that you want to collect on the question. The audio files should instruct the caller for each touch-tone you enter. Enter the touch-tones as a string. (i.e. - 1234)

Next Question On Key Press - This is where you tell the campaign step where to go on each key-press you have programmed. In order to complete the form you have to click select and then "Save Changes" to continue. After all the questions are created, you will come back to bridge the steps together.

Next Step On Failure - You can choose what to do if there is a failure. For instance, lets say you have Max Repeats set for 0 and there is no response on the question. You can decide to end the call or continue on to another question.


The "Play Message Without Question" Campaign Step

Below is a screenshot of the Play Message Without Question campaign step followed by an explanation of the input fields.

Step Name - The name you use to identify this step. There is no function to the step name besides naming it for your own internal purposes.

Step Audio File - This is where you upload your audio file OR record by phone.

Next Step On Success - If the call recipient listens to the entire message, you decide where to send them next.

Next Step On Failure - This should be programmed to End Call.


The "Good Bye" Campaign Step

Below is a screenshot of the Good Bye campaign step followed by an explanation of the input fields.

Good Bye Name - The name you use to identify this step. There is no function to the step name besides naming it for your own internal purposes.

Good Bye Prompt - This is where you upload your audio file OR record by phone.


Bridging The Campaign Steps

After you have created all your campaign steps, you will need to bridge them all together. To show you how to do this I have went ahead and created a 5 step call flow consisting of the following:

  • Intro Question
  • Question 1 (123 key-press options)
  • Question 2 (123 key-press options)
  • Question 3 (123 key-press options)
  • Good Bye Message

Now we will need to update these steps to bridge them together as needed. First lets give you a screenshot of the Campaign Steps with the edit links highlighted.

If the call recipient listens to the entire Intro Message, we will want to send them to Question 1. To do this, we will click on the update link for the Intro Message. The screenshot below shows the changes I would make on that page before clicking Update.

Next, we want Question 1 to bridge to Question 2 when the call recipient enters 1, 2, or 3 as a touch-tone. The screen-shot below shows the changes I would make on that page before clicking Update.

Next, we want Question 2 to bridge to Question 3 when the call recipient enters 1, 2, or 3 as a touch-tone. The screen-shot below shows the changes I would make on that page before clicking Update.

Finally, we want Question 3 to bridge to the Good Bye Message when the call recipient enters 1, 2, or 3 as a touch-tone. The screen-shot below shows the changes I would make on that page before clicking Update.

Finished! Now we have a fully functional Poll or Survey. When you are used to working with this software, you can create this type of survey in about 3 minutes if you have the audio files ready!


Manage Audio Files

You can download, listen, and update the prompt(s) within this link. Below is a screenshot showing you each of these options highlighted.

When you update the prompt, you can choose to "Upload File" or "Record by Phone". The changes are effective immediately and can be made even while a campaign is running without any issues. Keep in mind however that you should always make a "test call" anytime you make changes to the prompts.


Other Notes

  • You can bridge your campaign steps to create a complex IVR based on touch-tone responses. For this tutorial I pushed Question 1 touch-tones to Question 2 and so on. I could have bridged each touch-tone to a different set of questions if the requirement called for it.

 

 

 

Have more questions? Submit a request

Comments

Powered by Zendesk