It is essential for businesses to help answer their customer's questions as quickly as possible. One great way to achieve this is to set up what is called an Interactive Voice Response Number (IVR).
An IVR number is simply the main phone number your customers call which provides them with a menu of options to choose from on their keypad (1- for support, 2- for sales), etc.,
Once your customer selects the option, their call is then redirected to the appropriate corresponding agent/department (always to a classic number).
An admin can set this up directly in the Aircall Dashboard by establishing the number as either an IVR number or a classic number. Once you have selected the number as an IVR number, you can then direct calls to other Aircall numbers or external mobile or landline numbers.
⚠️ Please note that it is not yet possible to directly route calls to teams from the main IVR number. However, you can create an IVR child number (or a redirection number) and assign the team to the call distribution of the phone number. Should your IVR number be Toll-Free, please also note that the total duration of the call will be charged as Toll-Free, even if your IVR child numbers are not Toll-Free.
How to create an IVR number
Log in to the Dashboard
Click on Create or port number located in the upper right-hand corner of the Number overview page
A drop-down list will open. Select Create a number
Choose Create IVR
Next, you will be prompted to choose the location, type (toll-free or local), prefix
Name your number and click on Create number
Your number has now been created and you can continue with setting up your IVR number
Upload your IVR Message
Once you have defined the IVR menu options, you will need to add your own IVR message to communicate the keys (numbers on the keypad) that your callers should choose from.
⚠️ Please note that an IVR number will not be functional until the IVR message has been customized and saved.
When uploading an IVR message please note that the message can only be 20 megabytes.⚠️
How to set up the custom IVR message
Click on the Call distribution tab.
Click on the three dots located on the right-hand side of the IVR Message.
When clicking on the Edit option, you will be able to either write a message that will be saved as pre-recorded text or you can upload a custom message from a file. If you choose the text-to-speech option, you will be able to choose from 16 different languages and 15 different voice styles.
How to set up the redirection options
You can choose to redirect to an external number, another Aircall number, or create a new number in the tree:
Under the Call distribution tab, you will find a flow chart (as pictured below)
Click on the dark plus sign located in front of Add an option.
You will have three options: Forward to internal number, Forward to external number and Create a new number.
Select the appropriate option, add the number and click on Confirm.
⚠️ When making a classic number into an IVR number, please note that the main IVR Phone number will be charged at a monthly rate depending on your plan. Any redirection lines established are free, however you must communicate these new numbers to your Account Manager or to our Billing Team to ensure you are not charged.
If the caller fails to make a selection when calling an IVR number:
Admins can choose if the IVR message will be replayed.
⚠️ Please note that the replay of the IVR message is turned on by default and Admins can turn off the replay.
Admins can choose to forward the call to an internal or external number. Under the call distribution of your IVR number, Admins need to click on the route to another option and add a fallback number.
IVR option: Forward to an external number
If you added an external number to your IVR line, the calls that are answered on the external number will appear as outbound calls from the caller number to the external number.
Switching a Classic Number to an IVR Number
Log in to the Dashboard.
Select the Number you would like to make an IVR number. You can also search for the number in the search bar on the right side of the screen.
Once you have selected the number, click on the Settings tab.
Under General, select Classic.
A window will open providing you with details about converting an IVR number to classic.
Click on Convert.
Next, you will need to customize your IVR message and set up the redirection options.
💡 If you choose to make your number an IVR number we recommend that you disable your welcome message.
📚 Looking to switch your IVR number back to a Classic number? Follow our guide here.
Still in need of assistance? Please feel free to reach out to the Support Team and
we will be happy to assist!