Menus can do many things, including:
- Transfer to extensions
- Dial by extension number
- Transfer to mailbox
- Transfer to an external 10-digit phone number
- Play recorded information
- Transfer to another menu
Here are some typical examples of menu scripts to help you get started. Feel free to modify as you see fit. Just keep in mind, menus can only do what they can do. The examples below are fair game and there are lots of possibilities.
Heads Up: Menus and Voicemail are not the same thing
When designing your menu scripts, keep in mind that there is an important difference between Menus and Voicemail boxes. Voicemail boxes have a single greeting that plays 24/7/365 until the user changes it. Once a caller is directed to a voicemail box, they no longer are in a Menu and therefore it is not possible for them to have menu options (push 1, push 2). Any time you present a caller with an option to make a selection, they must be in a Menu.
So for example, the following is not possible in a voicemail box:
“Hi you have reached Susan Booth’s voicemail. I have stepped away from my desk at the moment, and will return your call promptly. Please leave me a message. Or if you would like to speak with the front desk, press zero.”
Main Menu Examples
Example 1
“Hello. You have reached the office of Dr. John Smith. If this is a life-threatening emergency, please hang up and dial 911 or go to your nearest emergency room. If you have a routine matter and would like to leave a message for the office please press 1. If you have an urgent matter and you need to reach the on-call provider please press two.”
Example 2
“Thank you for calling Austin Therapy. If you are interested in becoming a potential new patient for Dr. Smith, please press 1. If you are an established patient, provider or pharmacy, please press 2. If this is a psychiatric emergency please call 911 or go to your nearest ER. If you are in crisis and would like to speak to someone, please call the mid valley crisis center at 714-555-1212 Thank you and have a great day.”
Example 3
“Thank you for calling the office of Dr. John Smith. If this is a life-threatening emergency, please hang up and dial 911 or go to your nearest emergency room. If you know your party’s extension, you may dial it now. To schedule an appointment, please press 1. For medical records please press two. For billing, please press three. To talk to the nurse, please press 4. For general office information, including office hours, our fax number, directions, and our email address, please press 5. For all other issues, please stay on the line and you will be connected to the front desk”
After Hours Example
“Thank you for calling the office of Dr. John Smith. If this is a life-threatening emergency, please hang up and dial 911 or go to your nearest emergency room. Our office is presently closed. Our office hours are 9am-5pm Monday through Friday.
To leave a message for the appointment desk, please press 1. For medical records please press two. For billing, please press three. For the nurse, please press 4. For general office information, including office hours, our fax number, directions, and our email address, please press 5. If you have an urgent matter and need to speak to the on-call physician, please press 9. For all other issues, please stay on the line and you will be connected to the general voicemail box. Once again, thank you for calling the office of Dr John Smith”
On Call Greeting Example
If you are using RingRx On-Call, you will need a prompt/greeting when callers are sent to the system (if they select the option for “Urgent”).
“You have reached the after hours on call service for Dr John Smith. This line is for urgent calls only. Please listen closely to the instructions. When done leaving your information, press pound and stay on the line for further instructions.”