Auto Receptionist (IVR)

Auto Receptionist, also known as IVR (Interactive Voice Response) allows callers to interact with a phone system via their phone’s keypad. You’ve definitely encountered them before, probably in the form of “Press 1 for Sales, press 2 for Support and press 3 to leave a voicemail.”

What is IVR?

Interactive Voice Response (IVR) is designed to:

• Greet callers
• Deliver necessary information
• Forward calls to the appropriate extension
• Take human error out of the system

How does it work?

The information playback menu starts the call (Press 1 for Sales, Press 2 for Support, etc.), and then forwards it to the proper destination using a routing system.

Most IVR systems designed for small businesses also contain a dial-by-name directory. This allows a caller to dial the first name, last name, or full name of the person they need, and the system will automatically forward the call there.

If a call goes to a group, the Automated Call Distribution determines who gets the call first using 1 of 3 distribution methods (which you can select and change at any time).

Running multiple auto-attendants on an IVR system allows you to handle things like:

• Business vs non-business hours
• Regular vs VIP clients
• Using multiple phone numbers

Setting up IVR

• Click on the Action menu (a circle of seven dots).

• Select Voice Menu.

• Record your own greeting for the voice menu and a media prompt for incorrect input.

We recommend you to remove the business greeting and leave the voice menu one:

• Select the desired actions for digits 0 up to 9. You can click on the digit to change it, or delete a voice menu option by clicking on a cross icon next to it.

• Select the desired action for a timeout (if a caller just stays on the line without making a selection).