IVR

IVR Configuration

The IVR configuration options are highly detailed to allow you to configure your IVR to fit precisely in line with your operations and intended customer journey.

Customisation aims to streamline the customer experience and direct customers quickly to a team or individual who can best serve their query, thereby reducing wait time in a calling queue and increasing customer satisfaction.

We provide full access so you can set up your own DTMF IVRs out of the box, with various configuration options.

	Search for existing IVRs.
	Select to create a new IVR menu.
	Edit or view the configuration of an existing IVR.

IVR - General Settings & Audio

Customise your IVR system by selecting from a variety of settings that allow you to tailor its functionality to meet your specific needs. As you design your IVR, you can upload personalised prompts to enhance the caller experience. These prompts include:

• Greet your callers with a warm and professional message that sets the tone for their interaction.
• Transfer Prompt: Inform callers about their transfer to another department or representative, ensuring they know what to expect next.
• On-hold Music: Keep your callers engaged with soothing or upbeat music while they wait, making the hold experience more pleasant.

Take full advantage of these features to create a seamless and efficient communication flow for your audience.

Customisation aims to streamline the customer experience and direct customers quickly to a team or individual who can best serve their query, thereby reducing wait time in a calling queue and increasing customer satisfaction.

	Name – Give your IVR a name.
	Number / Extension – Choose an extension number for your IVR which can be used for other routing options like queues.
	Prompt Language – Choose which language your IVR prompts are in.
	GAP time label – Time between DTMF input or no input before the prompt is played.
	Play count – Set how often the prompt plays before the next action if there is no input.
	Prompt File – Drag-drop the IVR prompt file here or browse the computer.
	Call Transfer File – Drag-drop the IVR transfer file here or browse the computer.

IVR - Menu Options

Ensure that each menu option is meticulously configured to guide your customers directly to their desired destination on the first attempt.

This streamlined approach not only enhances user experience but also minimizes frustration, making navigation intuitive and efficient.

	Options – There are up to 9 DTMF input Options for the customer to choose from when prompted.
	Choose Option Method – Select where this option should go, i.e., Voicemail Inbox, Queue, IVR, Extension, or End Call.
	Choose Destination Option – Choose the appropriate queue, extension, inbox, or another IVR once you have picked your option method.
	Time Out – Timeout is the time between the menu prompt sounding to no DTMF input from the customer after repeated prompts that you have set. Set a timeout in seconds, and once complete, go to "Destination no answer" to configure what happens after a timeout, e.g., Route to Sales Queue.
	Failure – Choose the time between the menu prompt sounding to no DTMF input from the customer.