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
Opening hours
Make sure your opening hours are configured.
Phone channel
Make sure your phone channel is enabled.
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 system 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
Resources
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