What is an "IVR"?
"IVR" stands for "Interactive Voice Response". These can also be known as "Auto-Attendant" or "Auto-Receptionist".
An IVR is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. The choices of the caller decide the actions of the IVR - it can provide information or, if the need is more complex, route callers to a human agent or call queue who can better handle their needs.
What is the use of an IVR?
The main purpose of an IVR is to provide the ability to route calls based on choices made by the caller. Use of an IVR allows automation of simple process to provide self-service options to callers.
How a simple IVR works:
- Once a call is received to your departmental phone number, it is greeted by the auto-attendant and your IVR kicks in and presents the caller with a menu of options.
- The caller interacts with the IVR phone menu, selecting the most appropriate option based on what is made available per your department.
- As the caller navigates the menu, their query or purpose for calling can be resolved through the IVR self-service process. If not, the caller is routed accordingly - again, per your department's available options.
- Most departments with an IVR in place also have a call queue to route calls to a live agent.
What is the difference between an IVR and a call queue?
For any departments that have an IVR in place, it means that any call to that departmental phone number will first hit the IVR menu of options for the caller to select from. The IVR allows a caller to be routed to the correct individuals, call queue, or information within a specific department.
Call queues are groups of users or extensions that receive queued calls, which can be answered by the next available group member. Call queues cannot be configured to allow a caller to select options from a menu. A few points to note:
- Any departments that require a caller to be allowed to select options from a menu must have an IVR in place, this function does not exist on call queues.
- Any departments that require an IVR to be in place can also have a call queue, in order to provide the option to route callers to a group of members.
- Any settings regarding a department's hours (i.e., holidays or special closings) must be made at the IVR level if the department is utilizing an IVR - the schedule for an IVR will always "trump" the schedule of a call queue linked to an IVR.
What if I need to make changes to my IVR?
If your department currently has an IVR in place and needs a custom schedule for holiday hours or other circumstances, please
submit a case to Information Technology to request this change. Departments do not have access to change IVR menu options or recordings/prompts. Some options available that IT can assist with in an IVR:
- Set specific schedule/hours for Holidays or other events.
- Upload a custom prompt for Holidays or other events.
- If a custom prompt is needed, or a current prompt must be updated/changed: your department must submit a full script for what is needed. IT will record the prompt and upload it to the IVR.
- Change/update menu options for callers.
- Again, any changes or updates to menu options must also be accompanied with a new script for IT to re-record the main IVR greeting.
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