Vertafore | IVR Tips

Tips for Using the Interactive Voice Response (IVR) Call System

Use the interactive voice response (IVR) system when your Internet access to FOCUS is unavailable. Call 800.456.7895 to reach the IVR. FOCUS through the Customer Login link should be your primary method for contacting Vertafore Customer Support. There are a number of advantages with FOCUS, such as the ability to search our product knowledge base, Solutions. Searching solutions gives you immediate answers to your questions and problem resolution. When you do use IVR please be aware of the following information and tips.

All IVR cases are created with a standard priority.
All IVR cases are created for the primary contact person for your company. That person's name and phone number will be on the case. If you are not the primary contact person as noted in the FOCUS system, make sure you tell us who to call back in your voicemail message.
Listen carefully to the entire message the first few times you use IVR. As you get to know the prompts, you can press the desired option anytime during the recordings.
Your customer number in IVR is your seven digit customer number.
Please be careful when entering your customer number, if you enter the incorrect number your call request may be logged to another customer's account rather than yours.
Print the Problem Type Lists for the Vertafore products you use. In FOCUS you will be able to select from a drop down list of problem types by the description, but in IVR you will need to know the six digit code. Occasionally problem types are updated so please check the Web site for the most updated list.
You must leave us a voice mail when using the IVR. This is your opportunity to leave us the name of whom we should be calling back and a telephone number including an extension number if there is one. You also need to leave us the details of what the problem is. By leaving a detailed message we can often times do the research before calling you back with an answer.
When leaving a voice mail follow the prompts all the way to the end. You will be prompted to leave your message at the tone, and then press the pound key (#). You will then be prompted to press 5 to save your message or delete and re-record your message by pressing 7. Without doing the verification prompts your message will not be saved and you will not get a case number.
Write down your case number.
If you have more than one issue please, press 4 to return to the main menu and repeat the steps to create another case. For example, an accounting and a policy issue. Each case will be routed to the appropriate Vertafore Support group based on the problem types you enter.
If your agency lists multiple locations under the same customer number, you will need to use FOCUS to identify which contact person needs the call back. The IVR system defaults to the primary contact for your company as noted in the FOCUS system.
If you experience problems with the prompts in IVR press 0 (zero) and a live attendant will enter the case on your behalf.