Have you ever called a company and heard a recorded voice prompt asking you to press a number for a specific department? That's an example of an IVR, or Interactive Voice Response system.
IVR is a menu system that allows callers to interact with a company's phone system through their telephone keypad. It's a handy tool that helps to route calls to the right department, provide information to the caller, and even automate certain tasks.
How IVR Works
When a caller dials a company's phone number, they are greeted with a recorded message that offers a list of options. For example, the message might say, "Thank you for calling ABC. Your call is important to us. For Accounts, press 1. For Sales, press 2. For our Address, press 3. For business hours, press 4."
Each option is then linked to a specific group of phones or a pre-recorded announcement. For example, pressing 1 or 2 might route the call to the Accounts or Sales department, respectively. Pressing 3 or 4 might play a pre-recorded message with the company's address or business hours.
If the caller doesn't press any buttons or presses a button that's not listed in the options, you can set up the IVR to route the call in a specific way. For example, you might want to send the call to a default department or play a message asking the caller to try again later.
Advanced IVR Options
One of the great things about IVR is that it's customizable. For example, you could set up a secret option, such as pressing 9, to route the call directly to the warehouse manager. This option wouldn't be listed in the recorded message, so only those who know about it would be able to use it.
How to Get Started with IVR
The IVR module is included in the FreePBX distribution, and it's completely free to use. To get started, you'll need the System Recordings module, which allows you to upload or record the menu greetings and messages for your IVR.
In conclusion, IVR is a powerful tool that can help you improve your business' phone system and provide a better experience for your callers. Whether you're a small business owner or a large corporation, IVR is an essential tool that's worth exploring.
