IVR stands for Interactive Voice Response. It's often described as a "phone tree" or just "Press 1,2,3".
The IVR is useful for inbound calls and brings many benefits:
- To help your customers and prospects to get in touch with the appropriate person or business unit (support, marketing, sales, HR, etc.) inside your company.
- Together with the call queue feature, when a customer calls, the IVR avoids him to hear ringtones and wait without any indication of when and who is going to answer his call.
You will need to pre-record and upload an IVR Welcome Message (only .wav format) which describes which department in your organization will be called when the caller presses 1, 2, 3, 4, 5, 6, 7, 8, 9.
For Sales, please press 1
For Support, please press 2
For HR, please press 3
... You can go up to 9 menu choices
On which numbers will calls ring ?
There are 2 options for redirecting calls:
- To an Ottspott number
- To an external number.
In both cases, you just have to specify to which number you wish calls to be redirected.