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An Interactive Voice Responder (IVR), or a Phone Tree, is a series of automated menus that navigates callers to the right department. It helps callers to get the information they need or escalate the concern to an agent if necessary.

Setting up Line Routing and IVRs

To start an IVR tree,

  • Go to the Lines tab > Routing and IVR

  • Enable the setting "Who should answer the call?"

    • A Ring Group

      • This is an ordered list of agents that receive and process calls. It is often used to distribute calls to specific departments. You can set up smart queues and callback options within your ring groups.

    • Select from the list of available Ring Group

    • A User

      • The call and sending of SMS will be forwarded to a user

    • An IVR

      • Interactive Voice Response (IVR) is a telephony menu system that allows your customers to navigate your phone tree and get connected to the extension (user) or department (ring group) that they want.

        Each IVR has a single voice prompt played to the users. This prompt informs callers about available options and asks for an extension (e.g., Press 1 for Sales, Press 2 for Support, or Press 3 to talk to an agent).

        The caller listens to the IVR, and depending on the caller's response, and the call will connect him to the extension line.

    • Dead End

      • Using this option will prevent your callers from reaching your agents. A dead-end line is only useful when you are running a sequence or an SMS campaign and don't want callbacks

  • Click the Save button.

Read this guide on how to handle missed calls in Routing and IVRs.

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