Interactive Voice Response

To add Interactive Voice Response, follow the steps below:

  • Add a tracking number to the desired campaign. Please refer to the Add Tracking Number New UI text/video for steps on adding a new number.
  • Go to the Route Calls by drop-down under the ‘Configure Routing Options’.
  • Select ‘Interactive Voice Response’ in the routing options.
  • In the voice prompt box, type (Press the play button to hear what the message will sound like) or upload (press the + symbol and upload file from computer) a message that the caller will hear when the tracking number is called. Letting the caller know which department/agent is linked to each key press is helpful. For example: “You have reached ABC Co, please press 1 for sales”.
Macintosh HD:Users:vwinspear:Desktop:Screen Shot 2020-02-16 at 9.54.08 AM.png
  • Type ‘1’ in the key press box (when a caller presses ‘1’ they will be forwarded to the destination for that option).
  • Enter the Destination the caller will be sent to when pressing ‘1’ on their phone ie…Sales, Marketing, billing etc.
  • You can enter a voice prompt that the caller hears after making the selection by typing the text or uploading your own audio file.
  • Select the Action that you’d like to happen once the call gets forwarded to Key Press 1. Available options: IVR, Forward to Phone Number, GeoRoute, Follow a Schedule, or Hangup
  • Enter the ring to phone number for Key Press 1. Add Overflow Number if needed. Refer to Add Overflow Number text/video to view the setup process.
  • Check-boxes for Recording Call, Whisper Message (message the call recipient hears), and voicemail are available. 
Macintosh HD:Users:vwinspear:Desktop:Screen Shot 2020-02-16 at 9.39.28 AM.png
  • You can add multiple Key Press options by selecting ‘Add Key Press’. Each key press must have a different number than the previous option. It is recommended to add numbers in ascending order (1,2,3,4…).
  • Proceed with filling out the Advanced Tracking Number settings that fit best to your setup.
  • Scroll down and select ‘Save.’ If your tracking number saved successfully you will see it listed under your campaign.
  • Test tracking number and verify it reached the ring-to phone number. Check the call logs report to verify that the test call shows up.

Was this article helpful?

Related Articles