The IVR tree tab allows the administrator to create an IVR tree on his/her own.
The IVR (from Interactive Voice Response) is a voice menu service. A customer who calls the infoline will hear prepared messages and use the phone keypad to select individual menu items.
For example, the caller will hear the message "Welcome to our company. If you want to place an order dial 1, get information about the status of your shipment dial 2, make a complaint dial 3." By pressing the appropriate digit, he is directed to the queue, where he waits to be connected to a free agent.
Our IVR provides you with many options including:
- voice menus that take into account dates and times of day, e.g. holidays
- possibility to authenticate the customer with e.g. PIN code
- routing to queues depending on the number of free agents
From the Administration tab, select Telecommunication → IVR tree.
We have created a sample IVR tree for you, which takes into account a popular scenario among our customers - during business hours, calls from customers are routed to the queue, while after business hours and, for example, on holidays, they are disconnected.
You add a new branch by clicking the button at the top right. The following fields will appear:
- Parent - select the parent (superordinate) branch,
- Branch description - type the name of the branch,
- Choice - enter the digit, after selecting which the action will be performed. For example, the customer selecting the appropriate key will be redirected to another branch in the tree:
- Digits - in the field enter the digit 0-9
- "#" - in the field type h
- "star" - in the field type g
In the field Choice you can enter the letter "c" with the corresponding digit - this means that the message will be read and the action will occur automatically, that is, the customer will not have to confirm the choice by pressing the key (for example, he will be directly directed to the queue). You create them by numbering them sequentially - c1,c2,....for a given branch. The automatic action is useful, for example, when checking the working hours.