We are all rather familiar with that lovely voice telling us to “Press 1 for Sales”,
that is what Interactive Voice Response is for, in short - IVR.
Interactive Voice Response (IVR) is an automated telephony menu system that interacts with callers, gathers information and routes calls to the most appropriate agent within your team. An IVR system accepts an input from touch-tone keypad selection and provides appropriate responses.
It is a simple and effective, and will significantly reduce costs, and increase efficiency within any company by enabling segmentation and identification of received calls.
IVRs collect information about your customer’s needs and will transfer calls to the most appropriate agent or department depending on their input, reducing chance of a caller being transferred to the wrong department or agent.
IVRs allow you to record or upload customized recordings so that when your customers call your company, they will have a more personalized experience. “Press 1 for Sales” is taken to a whole new level.
Let's get started
You do already have Inbound number and User(s), and now you would like to add a Voice menu.
Voice menu enables callers to make a selection by pressing one of the digits on their phone.
It is fairly simple, just follow these simple steps :
- Let's say, that currently you only have an Inbound number and a User object on your screen.
Should look like this:
- Drag and drop the Voice menu object, from mPBX menu on the left, into the main mPBX screen.
When the Voice menu object is placed to mPBX screen connect the Inbound number to the Voice menu object.
- Click on the gear icon in the bottom right corner to configure Voice menu.
In here you can upload your custom greeting and create title for this particular Voice menu.
A few options are available, you can upload prerecorded file or record your own voice.
To upload press , and to record press .
If you wish to upload a copy of a pre-recorded greeting in .wav format, you can do so by clicking the green upload button.
(Note: The format of the .wav file must be 8000hz, 16bit and Mono) Once file is uploaded, you may press Save and
the Apply Configuration to activate this call flow.
If you choose to record your voice this window will pop up:
Choose Call target (device/number) where call would be transferred to record your voice for the Voice menu.
Invalid recording field is a special recording, to be played if a caller pressed a menu option that does not exist.
In here you have 3 options: No (nothing to be played), Default, Custom (you can upload/record it).
- Now we can connect additional features to the Voice menu.
Let's say you have User(s) and a Voicemail. Connect User and Voicemail to the Voice menu.
To connect, pull out the line from the Voice menu.
Each line has its own dedicated number. In the example above it is 1(for user) and 2(for voicemail).
Line number could be changed by pressing on the number icon .
- It Is Rather Important
Do not forget to press Apply Configuration button. If it is not pressed, all previous updates related to your new call flow(new features added) won't be saved.
Should be : Configuration applied. Like on the picture below.
Undo feature would help to reset settings back to multiple of previous configurations.