Table of Contents
Overview
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, depending on the caller's response, 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 the article on how to handle missed calls in Routing and IVR in this article.