Definition of IVR: Interactive Voice Response
IVR allows customers to interact with a company’s host system via a telephone keypad.
Here's an example of what you can do with an IVR menu:
|The IVR section (click to enter).|
|This section is basically where you program the buttons (from 0 to 9, also * and #).|
|Options is the part where you give the IVR menu a name (label) and select the sound file that the customer will hear.|
|Default is where the customer will be redirected if he pressed a button which wasn't programmed (for example: start the IVR menu over again).|
|Exit is the option which will be executed if the customer didn't pressed any button (for example: start the IVR menu over again.|
To add a new IVR menu, click on the section IVR menu then on Add new IVR menu.
Assign a new Label in the Options section.
Here's an example of an IVR menu.
When a person calls you, he will hear the sound file that you specified in the Options under Sound.
#one: If the first button is pressed, the person will be directed to the extension 60 and after 60 seconds the call will be redirected to a voicemail.
#two: If the second button is pressed, the person will be directed to the extension 61 and after 60 seconds the call will be redirected to a voicemail.
The other buttons were not configured, so if someone presses #zero (for example), the person will be automatically redirected to the action specified in the Defaultsection. In this case the person will be redirected to the extension 60.
If the person didn't press any button, he'll be redirected to the action specified in Exit. In this case it'll hangup.