IVR streamlines call handling, acting as a digital receptionist to guide callers based on their input, ensuring efficient routing and enhanced user experience.

To create an IVR, you can go to NextGenSwitch> Incoming> IVR,  where you’ll find the most crucial fields for configuration.

IVR

  • Name , AutoVoice
  • Welcome Voice, The IVR greets callers with a welcome message chosen from a list of pre-recorded options.
  • Instruction voice, After the welcome message, a follow-up message helps prevent repeating the welcome message in case of invalid input or timeouts.
  • Invalid voice, If the user surpasses the maximum attempts, a pre-recorded message from a dropdown menu is played.
  • Timeout voice, When reaching the timeout, a message selected from a dropdown menu of pre-recorded options will be played.
  • Timeout, This value signifies the maximum wait time in seconds for caller input. If the time elapses without input, the call is routed to the user-defined Timeout Destination.
  • End Key, Select * or #
  • Max Digit, The system allows a specified number of invalid attempts
  • Max Retry, When the IVR receives an invalid option, it plays a pre-recorded message selected from a dropdown menu.
  • Last Destination*
  • Select Module, The user can select which module to activate from a dropdown list of available options.
  • Select Destination, This is the designated call target where the module should be directed.

IVR Actions

  • Digit, digit to press.
  • Last Destination, The module that activates when the caller presses the corresponding digit.
  • Destination, The destination to call when the caller presses the corresponding digit.