Toll free numbers and GVP

[Chattguy]

I am just curious if there is a "average" of toll free numbers the typical Genesys Environment has.  Thanks!

[tony]

Chattguy - love your picture...

First off, I can't think of why you might curious to find out this information - now *I* am curious as to why you are curious...

Also; I think you'll find that the number of toll free numbers in any one location depends on a few factors;

Geolocation - paying for, or not paying for automated telephony services can be related to a national orientation.
Industry - mobile telco's have short dials which you might consider to be "toll-free" but it doesn't always happen that way...
Service - depends on what you are using GVP to provide - advice, instructions, "services", portal to other services, etc...

Perhaps you might want to re-think your question?

Tony

[Chattguy]

Thanks for the response Tony.

I am simply curious because we have over a thousand toll free numbers currently and my manager wants to know how many we "should have".  We have around 20 menus now.  I think most of these toll free numbers came about in the past when marketing would require these numbers for reporting, before Genesys.


again, thanks for the feedback

[tony]

Ahhh... now I see...

OK - if you append data to the call, you can use Reporting Filter on that data.  For example;

Customer calls in a chooses Options 1, 3, 2 and 1 on the IVR (GVP?). Data attached the call designates it a "1321" Call - you can set up a Filter in your Reporting (Key-Value Pair - "KVP") - this could be captured through ICON/Infomart or by Volume, through a StatServer in CCA.  This would tell you "who did what" in the IVR.

With regard to Toll-Free numbers - I'm pretty sure you don't need them all.  I can understand that a specific marketing campaign gives out a a particular toll-free number and your reporting would reflect this, as your telco provider would route the call to a particular Route Point, which you have designated as the toll-free number Inbound Route Point.  In that way you can count the volume, per marketing campaign.

I guess if you reported on this initial Inbound Route Point you would pretty soon find out which toll-free numbers were still in use - and which were candidates to be removed (as they would have no calls on them)

There are other ways to work things, so that you don't have to use thousands of Inbound Numbers but let's see if I am on the right track, first...?

Tony

[tony]

Before I forget - I'm "pinning" this note, here;

A single toll-free number with an [i]Offer Number [/i] associated with the marketing campaign, product or service supplied by your business...

Your IVR greets all callers on the same toll-free number and requests DTMF of the [i]Offer Number [/i].  It appends the DTMF digits to the data of the call and offers the appropriate Service(s)....

1 toll-free number.... thousands of [i]Offer Numbers[/i]...



T