What are Quick Dials?
- Quick Dials are used to simplify the requestor call flow by providing a short list of preset options.
- Quick Dials are available to requestors placing a call via IVR or the Mobile App.
- Quick Dials can be configured on the system level, or customized on the Account and the User level.
- Quick Dials will be available to a requestor based on the Language, Service Type, and AI Policy that they are in.
Note: AI Interpreter will only be available to add to Quick Dials after the 7.12 release and for LSCs with AI Interpreter enabled.
Configuring Quick Dials
System Level
- Log in as an LSC administrator.
- Navigate to Configuration > Company > Quick Dials.
- Click Edit to open the Edit Quick Dials dialog.
- In the pop-up, toggle Quick Dials On.
- Use the Language 1 and Language 2 drop‑downs to set up a Language Pair. In most scenarios, one of the Languages should be English.
- Under the Service Type dropdown, choose one of the available options.
- Under Communication Type, select the communication methods that should be available for each quick dial:
- Audio for an OPI call with a human interpreter.
- Video for a VRI call with a human interpreter.
- AI Interpreter for AI interpretation. (To enable this option, you must uncheck both Audio and Video.)
- Click Add to add the language pairing to the list. Repeat steps 1–4 to add as many quick dial options as you need for your users.
- After adding all necessary language pairings, click Save Changes in the dialog.
Important notes:
- Quick Dials containing Video are available only in the mobile app and will not appear in the IVR menu.
- Quick Dials with Service type set to 'Request Service Type' are supported only when users dial in over the IVR; they do not appear in the mobile app.
- To enable AI Interpreter, you must clear the Audio and Video check boxes first. AI Interpreter QD can only be enabled for languages on this list: AI Interpreter User Guide
Custom Quick Dials - Account Level
1. From the left‑hand navigation, select Members and then choose the Accounts tab. Locate the customer account you want to manage and click its name to open the Account Viewer.
2. Click into the Quick Dials tab.
3. Click Edit in the top‑right corner of the Quick Dials pane to select an option:
Use system quick dials (On) – the account inherits the language pairs defined in the company‑wide configuration.
Off – disables Quick Dials for this account.
Custom – allows you to define a unique set of quick dials for this account.
4. Choose the Custom radio button. The system-level Quick Dial list will display by default.
5. Create a new quick dial by following the same steps for System level Quick Dials or choose one of the options below to customize the existing quick dials for the account.
Edit or remove an existing quick dial. Click the pencil icon to modify an existing row. You can change the languages, service type or communication type and then click Save to update it. To delete a pair entirely, click the trash icon and confirm the deletion when prompted.
Reorder the quick dials. Drag the handle at the left of each row up or down to change its position. The order determines the numeric key assigned in the IVR menu.
6. When you finish editing, click Save Changes. The dialog closes and the Quick Dials tab shows the updated table for this account.
Custom Quick Dials - User level
Similar to customizing at the account level, you can further customize the Quick Dials list for individual users.
- Go to the Info tab of the Account Viewer and click on the user you for whom you would like to update the Quick Dials list.
- Go to the Quick Dials tab of the Requestor Viewer and proceed with updating the Quick Dials list.
Note: For multi-account requestors, the Quick Dials list is based on which account they are calling from.
Using Quick Dials
IVR Quick Dials
- For IVR Calls, requestors will be prompted to select a language from the Quick Dials list after entering their PIN.
- The prompt will say "Press 1 for Spanish, 2 for Arabic..." etc based on the Quick Dials available to them based on the PIN number that was entered.
- If the service type is set to 'Select Service Type,' the requestor will also be prompted to select a service type based on the options available in their Service Type Policies.
Mobile App Quick Dials
There is a Quick Dials list that will appear in the mobile app under the Quick dials tab. Unavailable communication types are greyed out.
Note: AI Interpreter Quick Dials do not appear in the Mobile App. These Quick Dials will be added to this screen at a later date.