How to configure an IVR
An Interactive Voice Server (IVR) guides callers through an interactive voice menu to direct them to the right department or to provide automated information. In this documentation, we will describe the steps necessary to set up an effective IVR.
Step 1: Draw the SVI
The first step is to “draw” your IVR, note the paths that callers will take, identify the objectives of the IVR, the services or information you want to provide to callers, as well as the functionalities necessary to meet these needs.
- Choice 1 = Sales department = transfer to the sales department line
- Choice 2 = Technical support = message that explains how to file a support ticket
- Choice 3 = Other request = sending to reception
Step 2: Create the call scenarios
Configure actions based on the caller's choices. To do this, you must create a scenario per possible choice.
Creation of choice 1 scenario: transfer to the sales department line
In this scenario, the call is distributed to the “Sales Service” distribution queue.
Creation of the choice 2 scenario: message that explains how to file a technical support ticket
In this scenario, the caller will hear a sound that you have previously recorded and imported into the “Settings” > “Sounds and music” menu.
In this message, you explain to the caller how to create a ticket.
Creation of scenario choice 3: sending the caller to reception for any other request
As with choice 1, the call will be sent to a distribution queue dedicated to reception.
Step 3: Configure your IVR
Start by developing a phone greeting for your voice menu, where you guide your callers to press specific keys based on their needs.
In our example:
Hello, and welcome to web2contact
To contact sales, type 1
To contact the accounting department, type 2
For any other request, type 3
You will then create a new scenario which will group together the functions of your IVR.
For each key choice, select the “Detect DTMF” action and configure your action with
- The action label can be renamed - In our example: "Choice on XX key"
- DTMF to detect allows you to define which number is to be detected
- Forward to allows you to select the scenario to which the call will be sent
Finally, you will add the “Play a sound” action which will broadcast the informational message explaining your IVR choices to your callers.
In our example, we played the greeting message sound twice. For what ?
At the end of the first message, if no choice is made, the system will hang up the call, as defined in this example. We therefore choose to broadcast the greeting message a second time for undecided callers.
Step 4: Test your IVR
Before deploying IVR to production, perform thorough testing to ensure everything is working properly. Test each menu option and ensure calls are routed correctly.
Step 5: Deploy
- Assign the IVR to a number.
To do this, go to the “Settings” > “Manage numbers” menu and associate the IVR scenario with the telephone number.
Be sure to monitor how it works and collect user feedback so you can make adjustments if necessary.
For any questions, contact support.