Routing Incoming Calls with a Simple IVR
SAS Flex offers customization tools right at your fingertips. With advanced script and IVR building technology, if you can dream it, you can build it. However, if you are only looking for callers to press 1 or 2 to be routed to another SAS script, e.g., Press 1 for English, Press 2 for Spanish, or if you'd like to cut down on robo-callers by adding a Press 1 Disconnect option, a Simple IVR is all you need. Let's get started!
Depending on your phone provider, you may need to enable a DTMF tone and add 3-4 loops in order for calls to connect.
In this article we'll discuss:
Setting up an English/Spanish IVR
1
Within SAS Flex, go to the User icon in the upper right-hand corner, then click Settings.
2
On the main settings page, scroll down to the Telephony section and select Numbers.
3
Select the SAS number you wish to add your simple IVR to.
4
Select the IVR option from the Number Settings panel as shown below. Then use the toggle to enable the Simple IVR.
5
Once enabled, you'll need to choose where to transfer calls via the Transfer Calls dropdown. In this example, we'll choose our Spanish number.
The Press 1 option will automatically route to the main number that you are adjusting. Whichever number you select under Transfer Calls will be the Press 2 option. If you want the IVR to route calls to an outside number, you'll need to purchase an Additional Line and set up an Advanced IVR.
6
Next, choose how many loops you want the IVR to play. Then decide what happens if there is no input or if the wrong input is entered. For example, you may want the IVR to disconnect if there is no input.
7
Finally, select a recorded greeting, or enter in your greeting using the Text to Speech option.
8
When you are finished, click Save in the bottom right-hand corner. If you are routing Spanish calls to a newly created Spanish script, don't forget to reach out to our Customer Service team to ensure those calls are set to the proper distribution.
Setting up a Press 1 Disconnect IVR
1
Within SAS Flex, go to the User icon in the upper right-hand corner, then click Settings.
2
On the main settings page, scroll down to the Telephony section and select Numbers.
3
Select the SAS number you wish to add your simple IVR to.
4
Select the IVR option from the Number Settings panel as shown below. Then use the toggle to enable the Simple IVR. Default settings will populate.
5
Once activated, you'll need to choose where to transfer calls via the Transfer Calls dropdown. By default, a Simple IVR's press 1 option will always go to the number in which you're setting up the IVR on. However, the system will not let you save without choosing a Press 2 option as well. So, we'll choose the same number that we're activating the Simple IVR on.
6
Next, choose how many loops you want the IVR to play. Then decide what happens if there is no input or if the wrong input is entered. In this example, we want calls to disconnect if there is a wrong input or no input.
7
Finally, select a recorded greeting, or enter in your greeting using the Text to Speech option. Since the default greeting says "Press 1 for English or 2 for Spanish", we'll change it to "Please press 1 to be connected."
8
When you are finished, click Save in the bottom right-hand corner.
