IVR is an automated phone system that allows callers to access information and route their calls to specific departments or specialists via keypad selection.
Once you set up your call group, you can set up your IVR.
To set up an IVR
Go to “Settings” -> “Phone Settings” -> “IVR”
Click "Create IVR" and choose a name for your IVR.
To add the voice file, click here.
Select, upload your voice file, or record a new one.
To add multiple options to the IVR/Call tree, click on the + button.
You can have different options within an action option by selecting "Transfer to sub-IVR" and then clicking the + button to add your options.
Select the action item, you can transfer the call to the group and choose the call group or transfer to a user or an external number.
Adjust the timeout time and action based on your preference.
For example this IVR use case:
"To speak to the Front Desk, Billing, or Lab group, Press 1. To Speak to the Ortho team, Press 2. If you're having an emergency, Press 3". If the caller presses 1, another voice recording will play "For front desk, press 1. For billing, press 2. For lab, press 3".
To activate any saved IVR, you can do so through the setting your Call Schedule.
A- If you prefer the IVR to operate only during specific times according to a custom call schedule, follow these steps:
Navigate to Settings>> Phone Setting, then select "Call Schedule"
Choose "Custom Schedule"
Click on "Add call Rule"
4. Select your preferred time slot by choosing the days and times of the day you wish to activate the IVR. Afterward, set the SIP type as "IVR" and then pick your desired IVR for that specific time slot.
B- If you wish to set the IVR as your default office setting, follow these steps:
Navigate to Settings>> Phone Setting, then select "Call Schedule"
Choose "24/7"
Select the inbound call rule to be "IVR"
Choose your desired IVR and save your selection.
5. Don't forget to activate your 24/7 schedule by selecting 24/7 and save.
