Smart IVR Basic

Smart App to forward incoming phone calls

Introduction

The Smart IVR Basic app provides a user-friendly, customizable Interactive Voice Response (IVR) system. This app allows you to automate call routing, guiding callers to the right department or agent without needing manual intervention. Smart IVR Basic is designed to improve call efficiency and customer experience by offering clear menu options and seamless call management.

Getting Started

Channel Requirements

• Phone The Smart IVR Basic will route incoming callers to the designated area(s).

Installation Process

1

Opening hours

Make sure your opening hours are configured.

2

Phone channel

Make sure your phone channel is enabled.

3

Welcome text

Fill in a welcome text for customers calling.

4

Routing

Configure the various forwarding options to whom the Smart App will be forwarding incoming calls.

Using the Smart IVR Basic App

App Settings

After installing the app, go to Content -> Configuration to register the forwarding options.

• Label: Provide short and clear labels for each forward option. The labels are used by the app to let the caller know which options to choose from.

• Description: In the description field the instructions to the AI need to be provided which helps the bot to decide to whom it will be forwarding the call.

• Number: Fill out the extension or phone number

Descriptions are used by the bot as extra information in deciding to which number the caller will be forwarded.

When asking about printers in an office we most likely need to talk to the IT department, whereas if we'd ask about printers at an electronics department, we might need to talk to Sales.

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of the Smart IVR Basic:

• Operator

• Content Manager

• Producer

App Workflow

The Smart IVR Basic app follows a streamlined workflow:

A caller dials into your business, and the Smart IVR greets them with a pre-recorded welcome message. The caller selects an option from the menu choices provided (e.g., "Press 1 for Sales"). The call is routed to the appropriate department or agent based on the caller's input. Supervisors can review the call flow and adjust the menu options as needed to optimize call handling. Administrators have full control over editing and updating the IVR menu and routing rules at any time.

FAQ

How do I change the menu options in the IVR system?

You can edit menu options in the IVR Menu Options section of the App Settings. Simply add, remove, or modify the choices as needed.

Can I set up different call flows for different times of the day?

Yes, you can use the Timeplans feature to create custom call flows based on business hours, holidays, or other schedules.

Is it possible to add multiple languages to the IVR menu?

Yes, the supported languages can be set in the Smart App identity. This allows you to offer the IVR menu in multiple languages, enhancing accessibility for your customers.

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours determine whether or not the call will be forwarded to the chosen destination. Make sure configure them correctly.

Resources

• Phone

• Opening hours