An Interactive Voice Response (IVR) is an automated menu for call routing that enables callers to make a selection from a voice menu by using keypad entries. When callers press a specific key, they are redirected to one of your other Aircall numbers or an external number. Each of your Aircall numbers can be switched to IVR.
In order to properly configure an IVR, there are three important steps:
1) Set a number to IVR
- Log in to your Dashboard
- Click on Numbers in the left sidebar menu
- Select a Number
- Go to the Call Distribution section
- Click on the arrow next to Call Distribution and select Switch to IVR mode
2) Define IVR menu options
Once you have set your number to IVR, the next step is to define which key options your callers should press and the Aircall number or external number linked to each option. Ex: If Caller presses 1, forward call to Support FR number. Here you can define as many options as you want.
If a caller doesn't press a key or presses a wrong key, the IVR message will play again. And if they still make no choice, they will either be sent to voicemail if you've activated the voicemail option of your IVR number. Otherwise, they'll be asked to call back later.
Please make sure not to forward an IVR option to the IVR number you're configuring as this will create an endless loop.
3) Upload an IVR message
Once you've defined the IVR menu options, you will need to add an IVR message to communicate the keys that callers should press to reach your numbers. When setting up an IVR, we recommend you to disable your welcome message.
That's it! Your IVR number is officially activated.
If you need further assistance you can always contact our Support Team, we will be more than happy to help!