Here we will discuss how to configure an IVR within the system. Interactive Voice Response (IVR) is a menu system that enables identification, segmentation and routing of callers to the most appropriate agent within your team. An IVR can be a key component to your success. A good initial message will help to ensure that a lead stays on the line and opts in to accept the call.
From the Dashboard, click on the Phone System and select Interactive Voice Response.
Under Show IVRs click on ADD IVR.
Note: If you reached the maximum number of allowed IVRs, you will get an error message popup
Configure the following IVR settings.
Description - The name of this IVR.
Recording - Greeting to be played on entry to the IVR
Direct Dial - Provides options for callers to direct-dial an extension. Direct dialing can be:
- Tied to a Directory allowing all entries in that directory to be dialed directly, as they appear in the directory
- Completely disabled
- Enabled for all extensions on a system
Timeout - Amount of time to be considered a timeout.
Invalid Retries - Number of times to retry when receiving an invalid/unmatched response from the caller.
Invalid Retry Recording - Prompt to be played when an invalid/unmatched response is received, before prompting the caller to try again.
Append Recording on Invalid - After playing the Invalid Retry Recording the system will replay the main IVR Announcement.
Invalid Recording – Prompt to be played before sending the caller to an alternate destination due to the caller pressing 0 or receiving the maximum amount of invalid/unmatched responses (as determined by Invalid Retries)
Invalid Destination - Destination to send the call to after Invalid Recording is played.
Timeout Retries – Number of times to retry when no DTMF is heard and the IVR choice times out.
Timeout Retry Recording - Prompt to be played when a timeout occurs, before prompting the caller to try again
Append Recording on Timeout - After playing the Timeout Retry Recording the system will replay the main IVR Announcement
Timeout Recording - Prompt to be played before sending the caller to an alternate destination due to the caller pressing 0 or receiving the maximum amount of invalid/unmatched responses (as determined by Invalid Retries)
Timeout Destination - Destination to send the call to after Timeout Recording is played.
Return to IVR after VM -If checked, upon exiting voicemail a caller will be returned to this IVR if they got a user’s voicemail.
To Add Entries
- IVR Selection – enter a number for IVR selection (0-9)
- IVR Dest – Select the destination where the call will be routed
- Click on Add Entry
At the lower right-hand corner, click on Apply Changes to save the settings.
IVR Entries will show the list of IVR selections and their Destinations.
In this example below, if the customer presses 1, the call will be routed to Sample Agent.