Setup IVR Journey
IVR is an interface between your business number and employees. Thus it become important that IVR should follow a predefined path so as to achieve its goal. In our panel, IVR journey allows you to create an IVR flow according to which it has to function. We have 5 routing protocols/ strategies which you can easily select as per your business requirement. The routing strategies which you may use are
- Missed call routing
- Welcome sound routing
- Direct routing
- DTMF routing
- Voice mail routing
Selection of routing completely depends on the nature and purpose of the business number. Understand each routing strategy in detail before selecting in your IVR journey.
1- Missed Call Routing
Missed call routing strategy is required if you want to use your business number as a Miss Call Number.
Steps for setting up Miss call number on IVR
- First step is to select the Miss call number for which we are setting up this IVR journey.
- Click on the drop list and select the number
- Select the Miss call routing in the call routing drop down menu
- In the final step you need to select the notifications for both caller and the admin. Click on drop down menu and select template name for caller notification.
- Click on Save.
2- Welcome Sound Routing
Welcome Sound routing strategy is required if you want to use your business number as advertisement or promotion tool. For example if your customer calls on your business number and you want to give them a recorded information of your product or services or details of any event etc. In such scenario's no employee interaction is required and information is delivered to the customer via a pre recorded audio.
Steps for setting up Welcome Sound on IVR
- First step is to select the business number for which we are setting up this IVR journey.
- Click on the drop list and select the number
- Select the Welcome sound routing in the call routing drop down menu
- Click on the welcome sound drop down menu and select the welcome sound clip
- In the final step you need to select the notifications for both caller and the admin. Click on drop down menu and select template name for caller notification.
- Click on Save.
3- Direct Routing
Direct routing strategy is required when your business number is not a multipurpose number. In such scenario's employee interaction is required however the customers calls are always pertaining to some specific queries such as sales or support. Many businesses require this feature as their business number is only for a specific purpose for example sales or support services thus they engage their limited resources/ employees to their business number.
Steps for setting up Direct Routing on Panel
- First step is to select the business number for which we are setting up this IVR journey.
- Click on the drop list and select the number.
- Select the Direct routing in the call routing drop down menu.
- Click on the welcome tune drop down menu and select the welcome tune clip.
- Add the call group which means people who will receive the call. Select call group from drop down menu.
- Select the call routing strategy for the call group and select the ringing time duration for the user to ensure ample time is provided to user for picking the call else will be diverted to another user.
- In the final step you need to select the notifications for both caller and the admin. Click on drop down menu and select template name for caller notification.
- Click on Save.
3- DTMF Routing
DTMF routing strategy is required when your business number is a multipurpose number. It is required in a scenario where business's wish to give multi-language, multi department access to its customers so that they can have interaction to employees of various departments. This routing allows multi level IVR facility on the business number.
Steps for setting up DTMF Routing on Panel
- First step is to select the business number for which we are setting up this IVR journey.
- Click on the drop list and select the number.
- Select the DTMF routing in the call routing drop down menu.
- Select the multi language option from the drop down menu. If you want multi language option on your IVR then choose as "Yes" else select "No". You can use up to 4 languages.
- Click on the welcome tune drop down menu and select the welcome tune clip which can guide caller to choose the desired language.
- Add the call group which means people who will receive the call. Select call group from drop down menu.
- Select the call routing strategy for the call group and select the ringing time duration for the user to ensure ample time is provided to user for picking the call else will be diverted to another user.
- In the final step, select the invalid prompt clip from drop down menu
- Click on Save.
