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Multi-Function Multi-Level IVR

The most common and basic IVR structure directs inbound callers to different departments of a company. This is when a caller hears and react 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 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, 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 IVR is more than capable of providing both multi-level and multi-function IVR.

With a multi-level setup, the main IVR menu can contain one or more sub-menus for navigation. Those sub-menus are created as a regular 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 have different number selections for different products, etc. 

Queues and hunt groups are only two of the multitude of destinations 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 in either the main menu or, with departmental specific listings, in any sub-menus.

Additional destinations include departmental voicemails, users extensions, DID numbers, external numbers, informative prerecorded messages, time scheduled menus, agents' forwarding numbers, account balance information, account top-ups options, customized holding music, and even call back requests.

While mostly aimed at clients, the IVR can even include some destinations for the company own users and agents. These include secured conference lines, virtual calling cards, voicemail access, or remote user account management options.

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