Administrator Manual

12. IVR

In this chapter:

• Add IVR
• Edit IVR
• Sounds

Interactive Voice Response system can respond with pre-recorded audio messages to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. The use of IVR and voice automation enables a company to improve its customer service and lower costs, due to the fact that callers' queries can be resolved without the cost of a live agent who, in turn, can be directed to deal with specific areas of the service. If the caller does not find the information they need, or require further assistance, the call is then transferred to an agent who can deal with them directly.

Add IVR

To create a new IVR menu click Add button located in IVR panel and follow steps below:

1. Enter IVR menu name
2. Drag and drop Inbound Number you wish to assign to this IVR menu.
3. Compose your announcement by dragging and dropping sounds from Sounds window. You can also upload you own custom announcement - see Sounds chapter below.
4. Assign targets to keypad digits by dragging and dropping: Users, Ring Group or other IVR menus (by chaining IVRs you can easily create a multi-level menus).
5. Finally click Add button.

Edit IVR

To edit IVR menu click on the icon located on the left to the menu's name.

Sounds

Sounds window gives you access to many pre-recorded announcements that can be used to compose your own IVR menus. Here you can upload you own announcements:

1. Select "My Sounds" from the drop down list.
2. Click Add button.
3. Select an .mp3 file you want to upload.
4. Click Upload button.