Adding IVR Information to a Booking

If your site is equipped with IVR, you can specify IVR options to contact the customer to remind the customer about the scheduled trip or notify him or her before the vehicle arrives.

Before you begin

Trip Booking must be open.

About this task

Any contact with the customer automatically updates the following fields:

Call-back Status: Status of the call.
Call-back Date: Date the customer was contacted.
Call-back Time: Time the customer was contacted.

Procedure

Select a client and create a trip.
At minimum, a Date, Client, Req time, Origin, and Destination should be defined.
Click the Supplementary Data tab.
Optional: To have the system call the client before the vehicle is due to arrive, do the following:
1. Select the Call check box.
  This box will already be selected if Call is selected on the Misc tab in Task > Clients.
2. Type an Alternative IVR Call-back Phone number for the client.
  This field is populated if Alternate IVR Call-back Phone is defined on the Misc tab in Task > Clients.
In the IVR Notifications frame, select the Call-back Client check box and select one of the following:
- Booking confirmation - Email
  
  Send an email message to the client to confirm the booking.
- Send Reminder (same day) - Voice
  
  Send a message to remind the client of a trip on the day that the trip is scheduled to occur.
- Send Reminder (previous day) - Voice
  
  Send a message to remind the client of a trip the day before it is scheduled to occur.
- Send Update (same day) - Voice
  
  Send an update message to a client when the schedule has changed.
- Vehicle Arrived - Voice
  
  Send a message to inform the client that the vehicle has arrived.
Depending on your system setup, your options may be different.
Continue adding information about the trip as needed.
Do one of the following:
To Do this
Save the booking for batch scheduling later Click the Save button:

Schedule the booking immediately Click the Schedule button:

To	Do this
Save the booking for batch scheduling later	Click the Save button:
Schedule the booking immediately	Click the Schedule button: