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Multi-Function Multi-Level IVR

IVR menus are created and managed in the Admin Center. See this article for more details. 

Basic IVRs

The most common and basic IVR structure simply directs inbound callers to different departments of a company. This is when a caller hears and reacts to a voice prompt telling him, for example,  to "Press or say 1 for sales, press or say 2 for customer service...” etc. When setting up the IVR, each number prompt simply forwards the call to the relevant queue or hunt group. A receptionist or live agent can also be accessed on a phone line, usually by pressing 0.

For small companies this may suffice, but bigger organizations or unique situations may require a more sophisticated IVR setup with flexible navigation and routing options. Thankfully Telebroad's Admin Center can handle both multi-level and multi-function IVR

Multi-Level IVRs

With a multi-level setup, the main IVR menu can contain one or more sub-menus for navigation. These are created as a regular IVR menu and then nested into the main menu to serve different departments or office locations. A sales department can be divided into regions. A tech support department can serve different products or technologies, etc.

See this article to learn how to use the Admin Center to build a multi-level IVR.

Multi-Function IVRs

Queues and hunt groups are only two of over sixty destinations and features that can be programmed into your company's IVR. The powerful multi-function capabilities of Telebroad's IVR provide many additional choices and can save agents valuable time by providing callers with recorded answers to common queries (address, business hours, etc.)

You can add a personal touch to the IVR by including the Dial-by-Name directory. Additional destinations include departmental voicemails, user extensions, DID numbers, external numbers, informative prerecorded messages, time scheduled menus, agents' forwarding numbers, account balance information, account top-up options, customized hold music, and even call-back requests.

IVRs for Phone System Users

While commonly designed for clients and outside callers, IVRs can also be created to let your company's own users and agents access features and account management options of the phone system. Some of these include secured conference lines, virtual calling cards, voicemail access, or remote user account management options.

A full list and details of Admin Center destinations and features  is available here

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