IVR (Interactive voice response)

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The IVR (Interactive Voice Response) system in NextGenSwitch is a powerful tool that enables automated call handling by guiding callers through predefined menus using voice prompts and DTMF inputs. The IVR streamlines customer interactions and ensures efficient routing to the appropriate department or resource.

Benefits of IVR

• Reduced Wait Times: Routes calls directly to the right department, minimizing hold times.
• Cost-Efficient: Reduces the need for large customer support teams.
• 24/7 Availability: Provides support even outside business hours.
• Data Collection: Gathers important information from callers before connecting them to agents.

How to Configure IVR in NextGenSwitch

Setting up an IVR in NextGenSwitch is a straightforward process. Here’s a step-by-step guide to creating an IVR system tailored to your needs. To create an IVR, you can go to NextGenSwitch > Incoming > IVR where you’ll find some fields for configuration.

Name: Specifies the unique identifier for the IVR. Example, delivery for an IVR used for delivery services.

Welcome Voice: The initial greeting message played to callers. Example, Welcome to ABC Services.

Instruction Voice: Provides instructions for caller input. Example, Press 1 for Sales, 2 for Support.

Invalid Voice: Message played when an invalid input is received. Example, sorry, that option is not valid.

Timeout Voice: Message played if no input is received within the timeout period. Example, we didn’t receive your input. Please try again.

Timeout: The duration (in seconds) the system waits for input before triggering the timeout voice.

IVR Mode: Specifies how input is collected.

• DTMF: Enables callers to use their phone’s keypad. Example, caller presses 2 to connect with support.
• Speech: Allows the system to recognize spoken commands. Example, caller says “Billing” to reach the billing department.
• Both: Combines keypad and speech input. Example, caller can press 3 or say Technical Support to connect Technical Support team.

End Key: Defines the key callers can press to indicate the end of input. Example, # to submit their selection.

Max Digit: Limits the number of digits callers can input. Example, 1 for single-digit input like selecting an option from the menu.

Max Retry: Sets the number of retries allowed for invalid or no input. Example, 3 retries before redirecting the call.

Invalid Destination: Determines where calls are routed after exceeding retries for invalid input. Example, redirect to an operator or terminate the call.

IVR Entities

IVR Entities simplify the configuration of key mappings in an IVR system by connecting each keypress or spoken input to a specific module and destination. This feature ensures seamless routing of calls based on user input, whether via keypad (DTMF) or voice recognition.

Fields Explanation

• Digit: The key pressed by the caller on their phone.
• Module: Specifies the module where the digit’s input will be routed.
• Destination: The specific target within the module selected.
• Voice Matchable Text: Words or phrases matched for voice recognition when the IVR mode is set to Speech or Both. Example, Voice Matchable Text – one, 1 ( matches if the user says one or 1 ).

Example Configuration

Digit	Module	Destination	Voice Matchable Text
1	IVR	Another IVR	one, 1
2	Queue	Sales Queue	two, 2
5	Announcement	Support Announcement	five, 5

IVR Entities streamline call flow design, enabling advanced routing and enhancing the user experience by integrating keypad and voice interaction.