What is IVR?
“Interactive Voice Response” is technology that allows a caller to access a database of information through a combination of touch tones and voice commands via phone. A typical IVR system has pre-recorded and selectable menu options.
Setting up your IVR
The IVR Menu is located in the sidebar menu of the CRM. Tools > IVR phone setup.
Creating a New IVR
By default, the “Start” Node will always be present and cannot be deleted. This node is connected to the “Ring Group”.
The default Ring Group can be deleted by selecting it, and clicking “X”.
What is a Node?
A node is a central or connecting point in the IVR system. It can be configured to act out a task and interact with the customer by inputting a specific number.
Creating New Draft
It is recommended for first time users to create a draft to familiarize themselves with the system.
When creating a new draft, the grid will change and “(draft)” is now shown beside the “Live” menu button to ensure any unwanted actions are not saved over the final version of the IVR menu.
Loading a Template
Users can load a template which consists of a medium-size company with five departments; Customer Service, Sales Department, Tech Support, Accounts Receivable, Emergency Support and Directory.
*Note: Once this template has been chosen, it can be modified according to your business.
Once selected, the user's IVR has become an Unsaved Draft. In order to save the draft, go to the Actions drop-down list at the top right corner of the grid and select Save Draft. Press Save Draft.
Every time a draft is saved, validation occurs and informs the user if any components are missing in the IVR menu. Changing a Draft menu to Live, requires you to resolve any missing criteria as shown below.
|Ideally, an IVR should always start with a Menu, in order to give options to the caller. |
Use this node to establish your IVR map. This menu will list all the options available. It is usually accompanied by a company greeting.
Node used to list your company employee directory.
Use this action and attach an audio file to share your company announcement or message.
Ex: Announcing your business hours.
This node will send incoming calls to a specific department and the agents assigned will automatically connect to the customer as long as they are not on a current call.
Ex: Send your incoming calls to a specific department such as Customer Service; who are suited to receive a large number of calls.
Use this node to route the call to an external phone number.
Ex: Your business offers mobile tech support and your customer needs help outside of business hours. This option will call your mobile tech cell phone number.
This option will route your incoming calls to a group of your representatives. Unlike “Call Queue” representatives, even if available will have the option to not answer the incoming call.
Ex: Your business handles a large amount of calls, this node will distribute calls to any available representatives.
When this node is selected, it will automatically play your audio file and then send the incoming to voicemail.
The User has the ability to Create/Edit/Delete files within four submenus; Audio File Management, Call Queues, Ring Groups and Voicemail Boxes.
Audio File Management
All audio files created, such as a Welcome Greeting, Office Hours and Employee Directory, is stored in this section of the IVR. Only mp3 are accepted. No larger than “xx” mb. Once an audio file is created, the user can playback, edit or delete through the Actions tab.
Call queues are a collection of users that will be available to answer incoming calls that are queued.
Hold Music: Royalty-free music is played when the caller is in queue.
Announcement: Audio file played as an announcement during the Hold progress.
Announcement Frequency (in minutes): How often the announcement will be played during the Hold progress.
Announce position (switch): Toggle On/Off. It will announce the position the customer is currently on.
*Call Queue INTRO AUDIO (NODE) vs. Call Queue ANNOUNCEMENT (ACTION).
INTRO AUDIO in the NODE should be different to the AUDIO ANNOUNCEMENT in the Queue ACTION. Or else you will be playing the same file twice. The node is a placeholder to the type of action that will occur once the caller selects the input.
INTRO AUDIO (NODE):
"We will connect you to the next available customer service agent, please wait on the line"
"Your call is valuable to us. Our agents are currently busy at the moment. Please rest assured, we will attend to you as soon as an agent opens up."
Ring groups are a collection of users that will be available to answer incoming calls. As opposed to call queues, the calls are not placed in a queue.
Simultaneous distribution allows you to connect the incoming call to all selected agents at the same time. This method does not prioritize one agent over the other.
Example: you have selected Agent 1, Agent 2 and Agent 3 to receive calls. The incoming call will be made available to all agents; the agent that responds first will connect to the customer.
Sequential distribution allows you to connect the incoming call to one agent at a time. By selecting this method, you have control of the order on which agent receives the call.
Example: Agent 1, Agent 2 and Agent 3 are waiting to receive calls. If Agent 1 does not answer the incoming call, it will automatically get routed to Agent 2 and so forth.
Ring Time (in seconds): Simulated rings to let the customer know an agent now available.
End Action (optional): In any case, the user does not have the chance to answer the call, the caller is directed to an assigned voicemail box.
*Default mailbox and those that are linked to each user in the company cannot be deleted. However, any voicemail created can be removed.
Voicemail boxes can be configured to be accessed by one or multiple people. It can be acquired through the dialer pad.
Users that have been chosen to be responders to specific departments are notified by email. If unsure, they can verify by clicking on the green dot located on the HUD in the Dashboard.
Users will have a list of queues and groups they are registered to receive incoming calls.
Regular agents only have access to their voicemail box. Whereas, managers and up have access to all voicemail boxes. Every voicemail has four options to choose from.
Play: Play voicemail message.
Forward to email: Users can forward a voicemail to another agent. A pop-up window will show, with other agents listed within the company.
Download: Agents can download the voicemail.
Delete: Delete the voicemail message.
Scheduled works similar to Live, but acts as an “Out-of-Office” functionality. The user can set up a Start time and End time for the announcement.