IVR Change Management Ideas Portal
The RSV brand team is requesting a vanity number for the launch of their new product. This new number would be added to the new product URL (web page). Please procure this number if available ASAP, and let me know? Thanks!
Is the following number available - 1-800-1AR-EXVY
The following number is reserved - (1-877-ARE-XVY1) = 1-877-273-9891
IVR Handling: This new vanity # will be listed on an HCP.com site. (Could be used for DTC in the future) The caller experience should be that of the main IVR (888.825.5249) except the product name should be set to AREXVY at the beginning and no product recognition for calls from this number. Check and let me know if IVR has 'Hold place in line' feature? Number needs to be live no later than 5/3/23 but can released sooner as needed.
| Contact Center(s) | GRC |
| Start date | Mar 17, 2023 |
| Needed By | May 3, 2023 |
| Closure Date | May 8, 2023 |
Status Notes
Request for TFN submitted separately in CW from request for IVR
Design discussion:
When checking DNIS up front, set Product; When going into ASR, skip this if Product already has a value. This should be extensible for other products in the future.
4.14 Number is ordered and updated in Lumen. TFN is currently pointed to out of service number.
Projected implementation date for IVR setup is the night of Thursday, 4/20.
Bryan to update diagrams.
Make caller role/reason: HCP / AREXVY HCP Website
5-May-2023 - Moved to production. Request for closure sent to Carol.
8-May-2023 - Received closure approval. See attachment.
Review Comments
Virtual Hold is not enabled specifically on a given line. Some skills have this, and some do not.
Eric will provide information as to what skills do and do not offer Virtual Hold by 3/24