Setting up an Advanced IVR
Many businesses utilize IVR or auto-attendant features to help control the flow of calls, which can help reduce inbound traffic or easily route callers to the appropriate party without requiring agent interaction. IVRs can be simple, such as offering a Press 1 or 2 option for English or Spanish-speaking callers. They can also be complex, such as including a voicemail option, transfers, employee directories, etc. For more information on how to configure a simple IVR, follow these instructions. For advanced IVRs, continue with the instructions below.
In this article we'll discuss:
- How to create a Main Greeting: All IVRs must start with a Greeting block. This will be considered your "main menu" and will provide your callers with subsequent options.
- How to add your Number Options: These will be the numbers your callers dial on their keypad to follow a certain path (e.g., Please press 1 for our address and hours of operation).
- How to configure your IVR Workflow: Once you've created your blocks, you'll need to configure your IVR Workflow.
Creating your Main Greeting
Creating a Press 1 Option
In our example, our Press 1 option will lead to a secondary greeting listing the hours of operation.
Creating a Press 2 Option
Our Press 2 option will lead to an option for callers to leave a voicemail.
Creating a Press 3 Option
As we mentioned above, our Press 3 option will lead to a direct transfer to an SAS agent.
Configuring your IVR Workflow
Once your IVR blocks have been created, you are now ready to build your IVR.