An Interactive Voice Responder (IVR), also known as a Phone Tree, is a helpful tool that guides callers to the appropriate department through a series of automated menus. It ensures that callers receive the information they require or can easily escalate their concerns to a live agent if needed.
Setting up line routing and IVRs
To set up the IVR, go to the Lines tab and navigate to Routing and IVR. In this section, you can configure who should answer the call.
A ring group is a list of agents who are responsible for receiving and handling calls. It is commonly used to direct calls to specific departments. Within your ring groups, you can set up intelligent queues and options for callbacks.
A User (User's Personal Line)
This feature lets you set up a personal line for a specific user, allowing them to receive all incoming calls and SMS directly.
To activate, simply toggle the "A User" option and choose the user who will get the calls and SMS.
You can view this personal line in the user's profile.
You can also enable Call Waiting. This lets the user take new calls even if they are already on another call. When a new call comes in, you’ll get a notification. You can then decide to either take the new call or continue with the current one.
Note: The user can see all communications made in this line in Aloware Talk.
An IVR
When a call is received, customers have the option to navigate through different choices and easily connect to the specific extensions or departments they require.
It's important to note that the IVR setup can be used across all accounts, providing a consistent experience for all callers.
To begin creating a new IVR directory for the selected line, enable the "An IVR" option and then click "Create". Make sure to provide all the necessary details for the IVR setup:
IVR Name - Give your IVR directory a unique name that represents its purpose, making it easily identifiable for future use.
Text to Speech - Create a customized automated message for your IVR directory using our Text to Speech feature. Example:
"Hello and thank you for calling Aloware! Please listen to the following options: Press 1 for Sales. Press 2 for Customer Support. Press 3 for Billing. Press 0 to speak to an operator. Press 9 to repeat this message."Play Recording - You have the option to either record your voice directly or upload a pre-recorded message in MP3/WAV format (up to 3 MB). Once you have uploaded the audio file, you can select it to be used in your IVR.
Text Messaging Ring Group - Assign a ring group for text messaging.
IVR Menu Options
Include the option to Listen for Extensions, connecting callers when they enter a specific extension.
IVR Options - Set an action to proceed when the caller presses a key:
Enroll to the Sequence - Enroll the contact to an active Aloware sequence (marketing automation and workflows). The call will be hung up after thanking the caller.
Hang up call - A message will be played, and the call is hung up.
Play extension directory - A directory of all extensions is played.
Replay IVR prompt - plays the prompt again.
Route to another IVR - plays the prompt again.
Route to HubSpot Deal/Contact Owner - Sends the call to the HubSpot deal owner.
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.
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 hang up call - Put contact in your DNC list and hang up the call. Useful for SMS campaigns.
You can also assign tags to calls.
IVR Exit - In the IVR Exit section, admins can choose tasks to end the IVR tree and handle calls accordingly.
Hang up call
Replay IVR prompt
Route to other line
Route to ring group
Route to user
Send to voicemail
Again, you have the option to associate tags with calls.
Multi-level IVR System
In a multi-level IVR system, callers can select from various options based on their initial choice.
For example, if a caller selects "Sales" from the main menu, they may be presented with sub-menu choices like "Press 1 for Product A" or "Press 2 for Product B."
Follow the steps in creating an IVR Directory.
Click +Add Step to add an IVR Option and select Transfer to Route to Other IVR.
Dead End
Enabling this option blocks callers from reaching agents, serving the purpose of avoiding callbacks in sequences or SMS campaigns. However, it's important to note that enabling this will result in calls being marked as missed.
Once set, click the Save button.
CSAT Survey
Enabling a CSAT survey is a crucial step in measuring and improving customer satisfaction for your business. With Aloware Admin, you can easily enable the survey feature and collect valuable feedback to improve your services.
Learn more about CSAT in this guide.
Handling Missed Calls
Admins can handle missed calls from users. If your business is closed or your routing setting is set to "Dead End," a call will be missed. Here, you can set up what should occur when a call is missed, such as creating a voicemail or sending an SMS.
Take a Voicemail
This is utilized in the following scenarios:
When the Interactive Voice Responder (IVR) directs the call to the voicemail option.
When a call is routed to a ring group without any configured queue and no one is available to answer (fast forward).
When a call is stuck in a ring group's queue and no agent has picked up the call (smart queue).
Select how you want to create a voicemail:
Text to Speech - create a message in the field, and Aloware will read it once a call meets the criteria of a missed call.
Play recording - you may upload a short audio file in MP3 or WAV format.
Require contact to press 1 to leave a voicemail
This requires contacts to Press 1 during the call to leave a voicemail.
When a contact leaves a voicemail, it is recorded on the communication page. Admin also receives an email notification with a Voicemail transcript.
Route to the other line
This will send your call to another Aloware line to be answered.
Forward Externally (to a phone number)
Will send the call to a phone number outside the Aloware ecosystem, like a messaging service. However, Aloware does not allow external forwarding to numbers that do not match your account's country.
Do nothing and hang up
This will just hang up the call without any further action.
Missed Calls Extra Notifications
Gives you the option to send notifications to either the contact owner, the last agent who placed an outbound call, or both simultaneously. Please be aware that there's a 1-minute delay for these missed call notifications.
Text message after missed call
You can send a follow-up text message if the call is abandoned or missed.
