What is IVR?
Interactive voice response (IVR) allows you to set up an automated response system based on voice messages and number input. In Channels, you can create basic IVRs and connect them to any of your phone numbers, which will allow your clients to select one of the presented options using their phone keyboard. To put it simply, you can create simple setup of “press 1 for sales, press 2 for support” within Channels IVR feature.
Creating an IVR
To create the new IVR, head to the Settings section on the left-side panel and click on the IVR option.
There you have to specify the name of the IVR and add the welcome message (mp3 format) that will greet the caller. The audio file should contain basic information about the number called and all the available options with their corresponding key. After you're done with that, you have to map the keypad with specific actions.
By selecting the keys on the keyboard diagram of the IVR system, you can enable the options you need for your system. Selected keys will be highlighted, and will appear below the keyboard along with all action options.
To create a functional IVR option, select one of the available actions:
- Forward call: Allows you to transfer the call to any number you type into the system. The call will be treated the same way as a standard call transfer, and the call may be billed from your balance.
- Internal transfer: Allows you to redirect the call to any of your Channels provided numbers. You can select the number that the call will be redirected to, by selecting it from the dropdown menu. If the number selected has an IVR set up on it, it won’t be played.
You should also add a label to your IVR option, indicating the action and its purpose for reporting and monitoring.
Below the options setup, you can find some overall settings of the IVR. Here, you can set up how many times your clients will be able to hear the audio message before the system disconnects on its own, as well as the time between each iteration of the welcome message.
Working hours
If you want your IVR system to be available at specific time periods, you can specify its working hours. You can set working time for different days of the week and the hours may consist of multiple hour periods. If this option remains disabled IVR will work at all times.
Welcome message
Please note that using an IVR on the number will take priority over set up welcome message. Only one of these can be played and IVR will be prioritized.