An IVR (Interactive voice response) is an automated telephone system technology that enables callers to receive or provide information, or make requests using menu inputs, without speaking to a live agent.
If you follow the Connect numbers - Basic routing, when you go to add a new service plan or edit a current one, you should see the option to toggle the plan type from Destination to IVR:
To set up a new IVR, here you can click the + icon to add a new IVR plan:
Description - this will be the name of the IVR.
IVR audio message - you will need to click the + icon to add an audio
(description is the name of the audio and Audio file you can attach by clicking the paperclip and selecting from your computer or you can drag and drop an audio here).
An audio example would be:
"Thank you for calling Mediahawk. If you are looking to make a new enquiry, please press 1. If you are looking to speak to a friend or family member, please press 2. If you are wanting to speak with our reception, please press 3 and for anything else, please press 4."
Log Key strokes - if this is ticked, this will enable you to report on the options selected within the IVR within the reports.
To see more about reporting on standard IVRs click HERE
Repeat audio _ time(s) - this will allow you to repeat the IVR audio message if no selection is made. Usually we would advise to input 0-3 depending on your preference.
Key - this relates to the number on the keypad the caller would select to make their option. To add an additional key, press the = icon in the bottom right.
Description & Destination plan - this would be the labelling for the option and the destination plan would be the number this option then routes through to when selected.
Category - When an option is selected, this will categorize the call and you can then use this to report on the IVR within the reports.
To find out more about reporting on IVRs, please click HERE
We would recommend keeping the description and category similar so this is clear which option the category relates to.
Repeat Menu - This will allow you to select an option where if this is clicked, the menu would then be repeated. If this is selected, there cannot be a destination plan or a category for this option.
Usually we would recommend leaving this on Do not repeat and instead, inputting the Repeat audio option below the log key strokes.
Default option - This option will get automatically selected if the caller does not select an option.
Once you are happy with your IVR set up, click save and then follow the usual routing in the Connect numbers - Basic routing.
To edit an existing IVR, click the Pencil icon: edit IVR:
Here you will then see the current IVR set up and can amend as needed.
- Some common amendments would be updating the audio or updating the options needed and destinations
