Interactive Voice Response (IVR), (also known as an Auto-attendant) can be used to present a recording to the people calling to your phone number and give them a chance to enter the extension of the person or department they want to reach. At VoIP2Go, you provide us with the all the information and we setup the Digital Receptionist for you.
For example, we could create an IVR and point one of your phone numbers to it, and when the IVR answers, the caller will hear something like "Thank you for calling XYZ Company, for Sales press 1, for Service press 2", etc.
IVR setup will be different with each VoIP provider and here are some points we need to consider when creating IVR menus in the VoIP2Go platform:
A) You should record your audio prompts and upload them using the Recordings portion of the customer portal.
B) Create any destinations that don't currently exist and that you plan on using with your IVR destinations. (Calling queues, Ring groups, etc).
C) Plan your call flow in advance. You should create all the destinations (child) of your IVR menus before creating the parent IVR's that lead to them.
D) If we find out when creating an IVR that you forgot to create the destination (IVR, Queue etc), don't worry. We can save it, go create the missing element and come back to edit it later.
When setting up an IVR, here are some of the configuration items that will be required:
Name: A name that describes the IVR entry
Recording: The recording that people will hear when the IVR answers a call
Timeout: Maximum time (in seconds) allowed to enter a digit (extension, option) once the recording is finished.
Language: English, French or Spanish for system messages.
Voicemail: To select between DID voicemail (Mailbox assigned to the DID number routed to the IVR) or Account Voicemail (Mailbox of the account where the extension points to)
NOTE. If you have failovers on your phone number, for "NO ANSWER" status, this will override the sub account mailboxes, and the call will go to the Failover routing, instead of the Mailbox on the extension Sub account.
Once that information has been set, we can create the extensions of your IVR using the following data:
Digit(s): The "number" that people will need to press in order to reach this extension.
Destination : This is where the extension will point to.
When creating an IVR menu option, apart from the standard options of 0-9 and *, we can also use 'i' and 't' destinations. 'i' is used when the caller pushes an invalid button, and 't' is used when there is no response. If those options aren't supplied, the default 't' is to replay the menu three times and then hang up. The default 'i' is to say 'Invalid option, please try again' and replay the menu. After three invalid attempts, the line is hung up. Please note that the # Digit is used to confirm the user's choice by bypassing the Digit Timeout option and cannot be used as a choice.
In summary, if you are a small business seeking a professional approach to telephone systems then a Digital Receptionist might be for you. Digital Receptionists can answer incoming calls and let your Customers choose between various menu options. You can have calls routed to an alternate number while you are out of the office or even on vacation. Digital Receptionists can also route calls according to a pre-defined time schedule.