Module – Setting Up Interactive Voice Responses

This module will take you through the configuration of Interactive Voice Responses (IVRs). By the end of it you will be in a position to configure IVRs for your organization.

Introduction

IVRs are used to add logic to the way Fastcall handles inbound calls, such as presenting callers with a menu or directory. As such, they will need configuring to your specific business processes. They are configured through Fastcall Settings > Admin Settings > Call Handling > Interactive Voice Responses.

Actions vs Flows

The standard IVR is just a single ‘Action’. A ‘Flow’ groups several Actions in a separate context (Actions become ‘private’ to that Flow) but we recommend you try to achieve what you need by using Actions on their own first – you’ll find that most Actions allow you to connect to other Actions.

Messages

IVRs make extensive use of Messages. You’ll find more information in the separate training unit on Messages.

Units in this module

There are multiple possible IVR Actions. Each has its own separate training unit:

• Voicemail (create this first)
• Play Directory
• Call Transfer
  • Round Robin (basic)
  • Simulring (has some limitations)
  • Round Robin Queue
• Menu
• Time-Based Routing
• Play Message (not common)
• Conditional Routing

Worked example

The interactions between IVRs can be detailed. We suggest that you outline what you’re trying to achieve and email this to us.

Here’s an easy example of how to route a sales phone to a team of agents:

1. In Fastcall create a new Group “Inbound sales team” with the Fastcal users.
2. Record a message for the initial greeting (optional) and a voicemail using Messages. 
3. Create an IVR Voicemail Action (‘Inbound voicemail’) and assign it to the Group “Inbound sales team”. Use the message created in step 2. 
4. Create an IVR Transfer Action (“Transfer to inbound sales team”) and set the target as the Group created above. The No Answer IVR is the “Inbound voicemail”

The IVR Transfer Action may also set a user as the target, the Record owner or a phone number such as a call center.
The IVR Menu Action presents the expected 1-2-3 menu. TIP: these IVRs should be created first. 
Time-based Routing can route to a voicemail box (or a call center) after hours. During working hours the default path is used. Fastcall will flag after-hours calls.
Play message option is a specific IVR used to play a message only. If you want to add a greeting to an IVR, these are added in the IVR itself as an Introductory Automated Message.   

UNITS – Setting Up Interactive Voice Responses

Last updated: Fastcall v7.72, 2022-10-13