IVR (Digital Receptionist) is basically a way to route calls based on the choice your customer makes. Essentially, IVR is a series of pre-recorded messages that you create when setting up IVR. In the example above, when the customer calls your company, he/she is presented with an option of which department he/she would like to reach. In our example, Customer decided to talk to Sales Department by pressing 1. Customer’s call then routed to the phones in Sales Department (see explanation of the call group feature)

Picture below demonstrates usage of IVR when you company has multiple locations.

As you can see, IVR is very powerful feature that can be extremely helpful regardless of the size of your company.

Back to VoIP