IVR (Interactive Voice Response) is a feature that allows calls to be automatically directed to the desired direction, using the IVR menu. The feature works like an automatic secretary: a customer, calling the company's phone number, listens to a message informing them about the options of the IVR menu, and presses a key on the telephone to connect with the necessary employee or department.
The IVR menu can be configured to several levels, for example, first asking the client to choose the service language, and then connect them with the necessary department or employee. This can significantly simplify and speed up the process of handling calls, especially if the company has many departments or employees.
In addition, if a client knows the extension number of an employee or queue, they can call this number directly, bypassing the listening of the IVR menu. The client dials the internal number of the employee or queue in tone mode, after which the call is transferred to this employee or queue.
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