It is essential for businesses today to help answer their customers' questions as quickly as possible. One great way to achieve this is to set up what is called an Interactive Voice Response Number or IVR. What does that mean exactly? For those who aren’t as tech-savvy, this could still be confusing, so we’ll break it down for you. An IVR number is simply the main phone number your customers call which provides them with a menu of options to select from their keypad (1- for support, 2- for sales) etc.,
Once your customer selects the option of the agent/department they would like to speak with, their call is then redirected to the appropriate corresponding agent/department.
You can create this feature in Aircall by establishing your number as either an IVR number or a classic number. Once you have selected the number to be 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 direct calls to teams.
Now let’s begin with setting up your IVR number:
Switching your Number to an IVR
- Login to your Dashboard
- Click on Numbers in the navigation menu on the left-hand side of the screen
In the Advanced settings of the number, select the pencil next to the number type “Classic”. A side panel will open, click on the “Type” drop-down menu and select IVR. -, select the drop-down menu where you see classic and select IVR.
You’ll then be redirected to a new page where you’ll see the option to choose the redirections. Scroll to the section Call Distribution.
Here you can click on the interactive drop-downs to set the redirection options.
Define your IVR Menu Options
Once you have switched your number to an IVR you will need to set up the options that your callers can choose from (there is no limit to the options you can create). You can use other Aircall numbers or external numbers; however, please note that you cannot use the IVR number as an option to forward to or you will create an endless loop for your customers.
Please keep in mind that if a caller does not select an option or presses an incorrect key that the IVR message will play again. If they still do not select an option, they can be sent to your voicemail (if activated), otherwise, they'll be asked to call back later.
Upload your Customized IVR Message
Once you've defined the IVR menu options, you will need to add your own IVR message to communicate the keys (numbers) that your callers should choose from.
When uploading an IVR message please keep in mind that the message can only be 20 megabytes.
Finally, if you choose to make your number an IVR number we recommend that you disable your welcome message.
Need a little more help? No problem! Just contact our Support Team and we would be happy to answer all of your questions.