📋 Interactive Voice Response (IVR) Overview
IVR is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. IVR can route calls based on the rules configured, collect responses from callers using touch-tone keypad, voice phonetic matching (speech recognition) for example.
What is IVR?
Interactive Voice Response (IVR) is an automated telephony system designed for call handling, information gathering, call gathering and routing calls to appropriate destinations:
- Collect responses from callers using touch-tone keypad selection.
- Speech recognition.
- IVR prompt options gathering key presses.
What can you accomplish using IVR?
You can accomplish several options using IVR settings to provide a seamless experience with call handling or based on call redirection.
IVR Key-press Events
IVR systems can route the following types of calls:
- Inbound Call Routing: Route all incoming calls according to the IVR settings.
- Extension Call/Menu Routing: Provide a seamless user interaction.
- Queue Call: Route calls to the queues.
- Ring Group Call Routing: Enables call routing based on multiple extensions/groups.
In addition to call routing, IVR allows calls can route based on the primary IVR prompt standard conditions, deliver to the final destination based configuration.
For IVR to work, users must assign IVR nature accordingly and assign checking out completion within system and ensure IVR Prompts configuration is set accurately.
An IVR should provide a seamless experience. Configure accurately for eliminating delays and confusing callers.