Setting up an Advanced IVR
Many businesses utilize IVR or auto-attendant features to 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:
Creating a Main IVR Greeting
All IVRs must start with a Greeting block. This will be considered your "main menu" and will provide callers with subsequent options. For example, an IVR greeting may say "Thank you for calling ABC Plumbing. For emergencies, please press 1. For our hours of operation, please press 2. For all other calls, please press 3."
If you want a different message to play when you are closed for after hours or holidays, check the Activate away greeting box, choose Play when we are closed from the Frequency dropdown and choose your respective recorded greeting.
If you use an automated system that requires a keypad press before a call is connected, activate and set the DTMF tone so that our system can accept the call.
If you want to include a list of Employee extensions, you may fill them out under the Employees tab. This is not required, but if you choose to use it, you will also need to configure Employee Extension blocks.
Configuring your IVR Workflow
Once your IVR blocks have been created, you are now ready to configure your IVR workflow.