To configure the interactive voice response in your project, go to “Virtual PBX” => “IVR settings” section in your account.
To create a new scheme, click “+Add IVR scheme”:
After the new scheme appears in the IVR settings section, you need to click "Edit":
Settings can be divided into 2 blocks:
audio configuration;
call forwarding table settings.
Audio Configuration
When a customer contacts your company, the first thing they will hear is the IVR Menu. When speaking to your customers, you should sound friendly and professionally at the same time.
We recommend that you choose your text and audio recording responsibly, as these recordings will guide the customer throughout the call and will improve customer experience with your company.
Here are some recommendations for a good audio:
do not add ads;
add background music after greeting;
do not add long greeting message (longer than 10 seconds).
To upload a recorded audio into IVR settings, click on"Configure audio" option:
There are 3 types of cases for which you can upload the audio recondings:
Audio before dialing extension number: branded voice greeting and a list of directions and/or instructions for entering an extension number;
Repeated audio before dialing extension number: if you enter an incorrect extension number, you will hear this audio (before being asked to enter the number again);
Audio after unsuccessful dialing of extension number: you will hear this audio after the last unsuccessful attempt of extension number dialing.
Requirements for audio files: Audio recording format - *.wav, mono, 16 bit, 8000 Hz; The audio file size should be no more than 5 MB. |
Setting up the call forwarding table
If the IVR is too complicated, potential customers may be frustrated and end the call without finding the information they need. We suggest creating a simple IVR with only 4 main directions to make navigation easier.
The first thing you need to configure is the сall forwarding scheme for invalid extension number dialing.
First, you need to create a forwarding scheme according to the instructions. Then, you should select this scheme from the drop-down list.
This forwarding scheme will help save a call from a client who did not have time to dial an extension number or entered an invalid one.
You can configure call routing in our system in two different ways.
The first option is to use a webhook call forwarding number (more setup details can be found in our knowledge base article)
The second option is to use an internal call forwarding table:
To access the settings page, click on "Call forwarding table settings" button. To create an extension number and call direction, click "Add call forwarding scheme"
In the Add call forwarding window, you need to specify the call forwarding location, phone extension number, timeout in seconds, and description of the call forwarding:
You can find such call directions in the drop-down list:
SIP; Example (forwarding to an existing sip account or creating a new sip account within the Ringostat Virtual PBX)
Phone number; Example (forwarding to the phone number)
External SIP; Example (forwarding to a sip account created by a third-party service or personal PBX)
Call forwarding scheme; Example (redirection to the created forwarding scheme)
Phone extension number scheme; Example (forwarding to one more extension number scheme, in the case of a multi-level IVR system)
Employee; Example (forwarding to an existing employee)
Department; Example (redirection to an existing department)
Configured call forwarding table looks like this:
After completing the table, go back to the IVR settings page and save your changes by pressing the "Save" button:
Finally, you will need to set up the call forwarding scheme with the IVR Menu in it:
After you have created this scheme, assign it to the numbers that you would like to activate the IVR on.
Done! You have finished the setup.