ZBefore creating an Interactive Voice Response (IVR) menu, ensure that music and voice files are added.
Music files: These are the melodies that the client hears before connecting to an operator.
Voice files: These are the voice recordings the client hears when contacting you.
How do I create a voice menu?
Go to Voice menu (IVR).
Click Create an IVR template.
Creating an IVR template is divided into two stages. At the first stage, you configure the general parameters of the voice menu.
Create and enter a name for the voice menu.
Select the domain where the voice menu will be created.
If necessary, add a description of the voice menu.
Hold Settings
When working with the IVR menu, if no data (such as a menu item number) is entered within the specified waiting period, the user will be redirected based on the relevant settings.
For example, if the client does not select a menu item (does not press any button) within the time you specified in the "Wait time, sec." (no less than 3 seconds), they will hear the Timeout Audio if you have selected it. Specify the time (in seconds) during which the system will wait for the client’s selection (pressing a menu item button).
If the customer hasn't selected anything during this time, you can set up an Audio exceeding expectations.
When working with the IVR menu: if the specified number of errors (attempts to enter a non-existent menu item number) is exceeded during menu item number input. For example, the client selected a non-existent menu item number (pressed the number “6,” even though there are only 3 menu items in the voice menu: numbers “1,” “2,” and “3”). You select the number of incorrect input attempts in the "Number of input attempts" (no less than 1).
Next, you need to select the Audio of wrong input that the client will hear when they make an incorrect attempt to enter a menu item number.
You can also select the Audio of exceeding input attempts, which the client will hear after surpassing the allowed number of input attempts.
Redict. This refers to the redirection during a timeout or exceeding the number of input attempts. In this section, you choose the action that will occur if the client does not select anything in the voice menu or exceeds the number of incorrect input attempts. You can choose one of three actions:
End the call;
Select an employee to whom the call will be transferred;
Select a group to which the call will be transferred.
Return to Menu.
To return to the previous section of the voice menu (IVR) in the system, the “*” (star) key is used.
Click Save.
In the second step, you select the time range, voice files for the greeting, and menu description.
You can set the voice menu for your company's working and non-working hours or for 24/7 operation.
For working and non-working hours
Click Working hours.
Define Working Hours. Once you set the time for the "Working Hours" range, the time range for "Any Other Time" will be automatically calculated.
You can choose the working days of the week and the start and end time of the working day.
Click Save.
Click Select Voice File for working hours.
If necessary, you can add more greetings. To do this, click + Add additional greeting.
Select the file you need.
Click Save.
Click Select a voice file for work time.
Select the file you need.
Click Save.
To create menu items, click + Menu item.
Next, you need to select the action for this menu item – either the client will listen to specific information (Voice File), or the client will be redirected to a group, an employee, or the call will be ended.
Click Save.
Thus, you can add up to nine menu items.
If needed, you can add up to nine sub-items to each menu item. To do this, click on "+ Menu sub-item".
Next, you need to select the action for this menu item – either the client will listen to specific information (Voice File), or the client will be redirected to a group, an employee, or the call will be ended.
Click Save.
After you have added all the necessary menu items and sub-items, in the upper right corner of the Voice Menu Editing section, click "Save the voice menu".
To set up the voice menu after hours, select Any other time.
The subsequent settings are the same as for working hours.