IVR is an automated telephony system that can allow a computer to interact with humans through a combination of voice and touch-tone input. The Servetel portal allows you to manage IVR.
To create an IVR, follow these steps:
- Click on the Services tab on the side-navigation.
- Click IVR.
- A list of all the IVR appears along with the relevant details.
- Click on Add IVR.
- Enter the general details as per the fields described below.
|Give a name to IVR.
|Give a short description about what IVR does.
|Choose the created system recording.
|Enter the duration for which it should be played in seconds.
|Assign a 5 digit transfer code to the IVR. Agents can use the transfer code preceded by # to transfer the call to the associated IVR. This can be used to fetch feedback from customers.
|Transfer to Agent toggle
|Activate the switch to enable call transfer to an agent.
|Enable the Webhook toggle if you want to fetch real-time call records in your portal.
|IVR Entry: Option and Destination
|Enter the option number and the corresponding destination for the call to get routed. Note: Click on Add Entry, if you wish to add a new IVR entry.
|Invalid Retries Allowed
|Enter the number of invalid retries allowed to the caller.
|Invalid Retry Recording
|Choose the recording to be played to inform the caller about the invalid retry.
|Choose the recording to be played after invalid retry count is more than set value.
|Choose the agent to which the call should be routed in case of invalid input.
|Enter the number of times the timeout retry is allowed.
|Timeout Retry Recording
|Choose the recording to be played to inform the caller about the timeout retry.
|Choose the recording to be played after timeout retry count is more than set value.
|Choose the destination for the call if timeout retry has reached the set value.
|Failover Missed Call SMS
|Choose the SMS template to be sent to the caller if a call is missed on failover destination.
Click on Select an Action to perform Edit/Delete operation on IVR.
Updated 3 months ago