Interactive Voice Response (IVR)

Solution Features

IVR helps clients who dial in using speech recognition or pad-dialing. IVR system reduces wait times, customer dissatisfaction, and employee workload. IVR can route calls to human agents in various departments, complete simple tasks, and collect data. IVR responds to inputs by providing voice responses or connecting to a “live” operator.

IVR increases organisational flexibility, efficiency, and cost-effectiveness. With IP PBX’s IVR capability, organisations can provide 24/7 support without costly human personnel. Professionalism will impress customers and boost satisfaction.

Customized IVR settings

Tailor your IVR to fit caller needs and business goals by selectively offering direct access to specific departments. Go even deeper with multi-level IVR to direct callers to separate, specialized teams within those departments.

Easy IVR messaging

When setting up an IVR number, you’ll be prompted to add a message and waiting music. Choose from our curated selection of music, use our built in text to speech options, or upload your own custom audio files.

Choose your own adventure

Set business hours for your IVR menu and fully customize how calls ring to specific ring groups throughout your company. Whether you route calls simultaneously to every user in a Team or just ring specific users, the choice is yours.

Use Case

IVR feature is used to increase flexibility and efficiency as well as reduce costs for a company. With the IVR feature in IP PBX, businesses can provide callers 24 hours services without any costly human resources. Customers will be impressed with your company’s professionalism and customer satisfaction will be improved.

Ready for better Phone System?

Browsing our website but still unsure or have questions? Schedule a demo with one of our customer service advisors, and we promise you an enjoyable, non-obligatory session focused on solving your business communication needs.

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Solution Features

INTERACTIVE VOICE RESPONSE (IVR)

INTERACTIVE VOICE RESPONSE (IVR)

Customized IVR settings

Easy IVR messaging

Choose your own adventure

Use Case

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Record all calls made on specified extensions, conferences, or call queues.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control