Define what needs to be done when an incoming call is received.
Either configure an IVR menu or associate a user to receive the call.
Associate User: Assign users to answer the incoming call. This will not have any interactive menu.
Configure IVR: Interactive Voice Response is an automated system that interacts with prospects on your behalf and allows them to press keys on their phones to respond. Various options can be configured for your customers and the call can be routed to Bigin users based on the callers' key press inputs. You can add multiple users to a menu and can specify the ring type.
There are two types:
IVR Menu Configuration:
Define what will happen based on the caller's keypresses.
For example, you assign 1 for credit card and a user to answer the call. When a customer calls to inquire about credit cards, they can press 1 and the call will be assigned to the appropriate user. This is level 1 of the configuration.
What if we want to add another keypress input? Keypress 1 is for credit card. When the customer presses 1, they are given the following options:
1 for credit card balance
2 to generate a new credit card pin
3 to check reward points
4 for application status
Key press 1 for credit card will be level 1 and the subsequent options will be level 2. You can add up to 5 levels.
When user is busy or unavailable
Specify the action to be performed when the user is busy or unavailable. You have two options:
- Send to voicemail
- Inform the caller that the user is busy and decline the call
Specify standard messages for the caller to hear such as welcome message, menu message, message that the user is busy, or message that the user is unavailable. You can either enter the message as text, upload an audio file, or enter the audio URL.
To configure incoming call routing
Go to Setup and select Phone.
The Incoming Call Routing tab will be selected by default.
Click Configure for the phone number.
- Choose one of the following:
- Configure IVR menu
- Associate user
- Click the Configure IVR menu radio button.
- In the IVR Menu Configuration section:
- Type the Keypress number. For example, 1.
- Enter the content in the Menu text box. For example, "Credit Card".
Select the Action to be performed from the dropdown list.
Choose Configure IVR Menu or Assign User.
If you assign more than one user to a menu, you can specify the Ring Type.
Choose Simultaneous Ringing or Sequential Ringing.
Choose the action to be performed when the user is busy or unavailable.
Choose Send to Voicemail
or Inform the caller that the user is busy & decline the call
Set up Voice Configuration
To associate a user to receive the call
- Click the Associate User radio button.
- Add the required users.
- Choose the Ring Type.
Choose what will happen when the user is busy or unavailable.
- Specify the appropriate Voice Configuration.
- Click Save.