Creating IVRs (phone trees)
An Interactive Voice Responder (IVR), or a Phone Tree, is an automated menu on the phone that helps your callers navigate their way to the right department. IVRs have essentially replaced old-school receptionists. IVRs are also used to find out about a customer’s issue and categorize calls before answering them.
To start an IVR tree, head over to Line Settings and click the IVR tab. If you don’t want an IVR and want to simply route your calls to your agents directly, use Direct Connect (see this article).
Each IVR has a single voice prompt, played to the users. This prompt usually informs callers about available options and asks for an extension (something like “Press 1 for Sales, 2 for Support, or dial your extension at any time.”).
Routing Calls to Extensions
If you have defined extensions for your agents (see our article on Users), you can tell the IVR to listen for these extensions. Extensions can be punched in by the caller at any time during the prompt.
Next, you can define the options you give your callers on the phone. Options go from pressing 1 to 10 along with * (star) and # (hash/pound). See below for a list of available options:
- Enroll to sequence: Enrolls the contact to an Aloware sequence (marketing automation and workflows). The call will be hung up after thanking the caller.
- Hangup call: A message will be played and the call is hung up.
- Play users information: A directory of all extensions is played.
- Replay IVR prompt: plays the prompt again.
- Route to other Line: Sends the call to another Aloware line, changing the original line on reports.
- Route to Ring Group: Sends the call to a ring group to be answered. Queues are configured at the Ring Group level. (See this article)
- Route to user: Directly send the call to a user. If the user is not available, their Voicemail will pick up.
- Send to Voicemail: Send the call to a generic voicemail prompt.
- Set to DNC and hangup: Put contact in your DNC list and hang up the call. Useful for SMS campaigns.