The Menus module enables callers to make selections based on their required department, service, language, or other preferences. Each menu contains multiple menu items that can be chosen by pressing a key, which generates a DTMF tone.

There are three types of menus:

1. Regular Menu

The Regular Menu offers more flexibility than the Option Menu, allowing customisation of the call flow for each menu item. Users can create a main menu with sub-menus and define a default next step for cases where no valid input is received. Additionally, there are expanded options for adding Prompts.

A Regular Menu can be used in:

• Voice call flows
• Webchat interactions
• WhatsApp (CM only) communications 

2. Option Menu

The Option Menu is a specialised type of menu that allows the caller to select an action from a predefined list within the UCS system. The available actions include:

• Call Back on CLI – Calls back the caller using their phone number.
• Call Back on PID – Calls back the caller using their phone number, as registered in the Identification module. The caller must have been identified in a previous step.
• Call Back on User-Defined Number – Calls back the number entered by the caller.
• Email Back – Sends an email to the caller’s registered email address, as stored in the Identification module. The caller must have been identified in a previous step.
• Return – No action is taken; the caller returns to the call flow.
• Stop Waiting – The caller exits the queue.

When configuring an Option Menu, you can only select from the predefined actions listed above. Option Menus can be used in the following scenarios:

• At the start of a Regular Menu, in combination with a Hot Item.
• When a caller enters a Router Module, in combination with a Hot Item.
• While callers are queued on a Router.

3. Interview Menu

The Interview Menu can be assigned to a Router and is designed for conducting questionnaires or surveys. Menu items can be set as Yes/No questions, rating questions, or other predefined formats.

An Interview Menu can be used in:

• Voice call flows
• Webchat interactions
• WhatsApp communications

Additional Notes

Menu item features vary depending on the menu type. The sequence in which menu items appear in the lower section of the main window determines the order in which the corresponding Prompts are played.

Creating a New Regular Menu

To create a new Regular Menu, follow these steps:

1. Access the Regular Menus

• In the Explorer pane, navigate to Phone & Text > Menus > Regular Menus.
• A list of existing Regular Menus will be displayed.

2. Add a New Regular Menu

• Click Add to create a new Regular Menu.
• Configure the following settings:

• Name – Enter the name of the menu. This name will be displayed in reports.
• Is Main Menu – Tick this box if this menu is the main menu. If a caller chooses to "go to the main menu," they will be redirected to this menu. Ensure there is only one main menu, or the menu system will not function correctly. This option is only required for multi-level menus.
• Allow Direct Transfer Dialling – Tick this box to allow callers to dial a telephone number during the menu session. A blind transfer to the dialled extension will be performed. The telephone number must begin with a digit that is not defined in one of the menu items.
• Re-use Last Choice – If enabled, the system checks the caller’s details in external contacts and automatically reuses the last choice they made. The number of days is only configured by Cirrus.
  Note: This option is only applicable for voice calls.
• Enable Speech – Tick this box to activate speech recognition (see ‘keywords’ below).
• Speech Input Type – Define the type of input, e.g. address or postal code. This determines how speech input is pre-processed.
• Menu Prompt – Select a prompt that will be played when the caller enters the menu session.
• Number of Retries – Specify the number of retries a caller is allowed if they either:
  • Select an undefined digit, or
  • Wait too long to select a digit.
• If set to 1, the caller is allowed to retry once after an error.
• Retry Prompt – Select a prompt to inform the caller that no correct input was received.
• Last Retry Prompt – This prompt is played when the caller has only one retry left. It should warn them that this is their final opportunity to make a valid selection. Example: "If you do not make a valid selection, you will be forwarded to the operator."
• Error Module – Click the pencil button to specify the next step and exit the menu when the maximum number of retries is reached.

3. Save the Menu

• Click Add to save the new Regular Menu.
• Proceed to add menu items as required.

Here’s a polished, professional version of your instructions in UK English:

Creating a Regular Menu Item

1. Select a Regular Menu

• Click on the desired Regular Menu to view any existing menu items.

2. Add and Configure a Menu Item

• Click Add to assign a new Menu Item, then configure the following fields:
• Name – Enter the name of the Menu Item. This name will be displayed in reports.
• Clock – Select a Module Clock from the dropdown if this item should only be played during specific opening hours.
• Digit – Choose which digit will activate this menu item.
  Note: If the menu is used in a text channel, a digit must be assigned, although it will not be displayed.
  • A digit may appear multiple times, but each instance must be linked to a different Clock.
  • Ensure that the opening hours of the Clocks do not overlap.
  • A digit can be assigned once without a Clock (as a default option), but it must be listed after the instances linked to Clocks.
• Keywords – If speech recognition is enabled, define one keyword per line.
• Item Prompt – Choose a prompt to inform the caller of their options (e.g., "For Service, press 1").
• Chosen Prompt – Select a prompt to be played when the caller chooses this menu item.
• Action – Choose the action to be performed when the caller selects this menu item. Options include:
  • Play a Prompt – Plays a prompt and then returns to the same Menu module.
  • Play a Sub-Menu – Links to another menu to create a multi-level menu. Select the menu to link.
  • Go to Main Menu – Allows callers to return to the main menu. Ensure that one of the menus is designated as the main menu.
  • Go to Voicemail – Transfers the caller to the voicemail system if a Messagebox exists for the called user. The caller will hear a greeting and have the option to leave a voicemail.
  • Other Module / Next Module – Choose an alternative module in the call flow. Click the pencil button to define the next step.
  • SMS Back – If the call originates from a mobile phone, this option sends an SMS message to the caller.
    Example use case: Providing a webchat URL, allowing the caller to click the link and start a webchat.
    • An Outbound Service named “Menu SMS Back…” will be created automatically.
    • Text Message – If SMS Back is selected, specify the prompt containing the text message.
  • Text Back – If the call originates from a mobile phone, this option sends a WhatsApp or text message to the caller.
    • An Outbound Service named “Menu Text Back…” will be created automatically.
    • Select the correct Text Channel in the Outbound Service.
    • Text Message – If Text Back is selected, specify the prompt containing the message.

3. Adjust the Order of Menu Items

• Click Move Up or Move Down to change the playback sequence of menu items.

Additional Notes

• Defining a Text Channel:
  • For SMS functionality, a valid SMS Text Channel must be defined.
  • For WhatsApp, template definitions may be required at the provider level.
    Example template format: 

The information can be found at;template?name=templatename&namespaceid=1234-5678-90123456&language=en

Importing Menu Items from a File

Menu items can also be imported from a comma-separated file (CSV):

1. Click Import Speech Phrases.
2. Select the CSV file, ensuring it contains comma-separated values:
   • The first value should be the address, postal code, or similar.
   • The second value should be the corresponding menu item.
3. Once the import is successful, close the import window.
   Note: Addresses and postal codes will be aggregated into single lines per street or number.

Play Sequence of Prompts

In the Regular Menu module, various Prompts can be assigned to enhance caller interaction. While they are optional, if used, they follow this specific playback sequence:

1. Item Prompt – Menu item prompts are played in a top-down order, as displayed in the right section of the main window.
2. Chosen Prompt – If the caller enters a valid digit, the corresponding Chosen Prompt is played.
3. Error Prompt – If incorrect input is received or no input is entered, the Error Prompt is played.
4. Last Retry Prompt – Before the caller’s final retry attempt, the Last Retry Prompt is played, warning them that this is their last opportunity to enter a valid selection.
5. Next Step Prompt – Depending on the next step in the call flow, an additional Prompt may also be assigned.

Here’s a refined, professional version of your instructions in UK English with improved clarity and structure:

Creating a New Option Menu

1. Access the Option Menus

• In the Explorer pane, navigate to Phone & Text > Menus > Option Menus.
• A list of existing Option Menus will be displayed.

2. Add a New Option Menu

• Click Add to create a new Option Menu.
• Enter a Name for the menu, then click Add to save.

Creating an Option Menu Item

1. Select an Option Menu

• Click on the desired Option Menu.
• Click Menu Items to view existing items.

2. Add and Configure a Menu Item

• Click Add to create a new Menu Item, then configure the following fields:
• Name – Enter the name of the Menu Item. This name will be displayed in reports.
• Clock – Select a Module Clock from the dropdown if this item should only be played during specific opening hours.
• Digit – Assign a digit to activate this Menu Item.
• Item Prompt – Select a prompt to inform the caller about the menu option (e.g., "To continue waiting, press 3").
• Chosen Prompt – Select a prompt to be played when the caller chooses this menu item.
• Option – Choose a predefined action for the selected menu item:

Predefined Actions:

• Call Back on CLI – Disconnects the caller and schedules an outbound call based on the CLI (Caller Line Identification).
  Note: The Item Prompt will not be played if the caller’s CLI is anonymous.
• Call Back on PID – Calls back the number stored in the Identification Module. This option is only valid if the caller has been previously identified.
• Call Back on User-Defined Number – Prompts the caller to enter a number for the callback. This is useful for situations where the caller may want a callback at a different time or from a different phone.
  Note: The number must comply with the number plan, or the caller will be asked to re-enter it.
• Return – Returns the caller to their previous position in the call flow.
• Stop Waiting – Allows the caller to exit the queue and be routed to the Abort Exception exit in the Router configuration.
• E-Mail Back – Sends an email response to the caller.
  Note: This option should only be used in Hot Item menus.
• SMS Back – Sends an SMS with predefined message content.
  Example use case: Providing a webchat URL for the caller to access.
  • An Outbound Service named “Menu SMS Back…” will be created automatically.
• Text Back – Sends a text message (such as WhatsApp) with predefined content.
  • An Outbound Service named “Menu Text Back…” will be created automatically.
  • Select the correct Text Channel in the Outbound Service.
• Priority – Assigns priority to Call Back actions, typically lower than queue priority to avoid long wait times for active callers.
• SMS Message – If SMS Back is selected, specify the prompt containing the SMS message text.

3. Save the Menu Item

• Click Add to save the new Menu Item.

4. Adjust the Order of Menu Items

• Click Move Up or Move Down to modify the sequence in which menu items are played.

Additional Notes:

• Callback Mode:
  • Cirrus can adjust the “Callback Mode” to skip the date/time confirmation step in a callback option.
• Defining a Text Channel:
  • A valid Text Channel must be configured for SMS and WhatsApp functionality.
  • For WhatsApp, template definitions may be required at the provider level.
  • Example template format:

The information can be found at;template?name=templatename&namespaceid=1234-5678-90123456&language=en

• Exit Shortcut:
  • Callers can exit the Option Menu directly by pressing #.

Creating a New Interview Menu

1. Access the Interview Menus

• In the Explorer pane, navigate to Phone & Text > Menus > Interview Menus.
• A list of existing Interview Menus will be displayed.

2. Add a New Interview Menu

Click Add to create a new Interview Menu.

Configure the following settings:

• Name – Enter the name of the menu. This will be displayed in reports.
• Menu Prompt – Select the prompt to be played when the caller enters the menu session.
• Number of Retries – Define how many retry attempts a caller is allowed if they:
  • Select an undefined digit, or
  • Wait too long to enter a digit.
    Example: Setting this to "1" allows one retry attempt after an error.
• End Interview Action – Click the pencil button to define the next step and exit the menu when all items have been handled.

Click Add to save your changes.

Creating an Interview Menu Item

1. Select an Interview Menu

• Click on the desired Interview Menu.
• Click Menu Items to view existing items.

2. Add and Configure a Menu Item

Click Add to create a new Menu Item, then configure the following fields:

• Name – Enter the name of the Menu Item. This name is displayed in reports.
• Clock – Select a Module Clock from the dropdown if this item should only be played during opening hours.
• Item Prompt – Select a prompt to inform the caller of their options (e.g., "For Service, press 1").
• Option – Choose the type of response the menu item expects:

Response Types:

• Receive 1 for Yes, 2 for No – Caller must enter "1" or "2".
• Receive Digit – Caller must enter a single digit between "0" and "9".
• Receive Digit (1 to 5) – Caller must enter a single digit between "1" and "5".
• Receive Digit String Ended with Hash – Caller must enter a string of digits, ending with a hash (#).
• Receive Telephone Number (if not available) – This option is used when the caller’s telephone number is not available.
  • If the Interview Mode is set to Callback, the system stores the entered number and uses it for call-back.
  • The telephone number will be displayed in the Interview report.
• Receive Free Multiline Text (Only for email or Webchat interviews) – Allows callers to enter free-text responses.
• Use for Feedback – Enables feedback scoring using a smiley indicator:
  • Red smiley – Score ≤ 2
  • Yellow smiley – Score < 4
  • Green smiley – Score ≥ 4
    Note: Feedback can only be assigned to one menu item per survey. The moving average score is calculated from the last 10 surveys.

3. Save and Adjust the Menu Item Order

• Click Add to save the new menu item.
• Click Move Up or Move Down to adjust the playback sequence.

Interactive Menus with Custom Responses

To enhance caller engagement, menus can generate customised responses based on the entered answer:

Examples:

• Caller rates 5 stars → "You have rated us with 5 stars. We are very happy with this. Thank you!"
• Caller rates 4 stars → "You have rated us with 4 stars. What can we do to improve your score to 5 stars?"
• Caller rates poorly → "We are sorry to hear your rating is low. How can we improve your experience?"

This feature can be used with:

• Phone calls
• WebChat
• SMS
• WhatsApp

Follow-up questions can be linked to additional menus or other actions as required.

Important Notes

• Any question that leads to another must be positioned before its follow-up question.
• The last question must have "<End>" as the Next Item.
  " as the Next Item
• If a caller is transferred between multiple routers, the final interview data will be assigned to the last agent who helped the caller, even if the last router itself does not contain an interview module.