To add Interactive Voice Response, follow the steps below
Add a tracking number to the desired campaign. Please refer to the Add Tracking Number
Go to the Route Calls by drop-down under the ‘Configure Routing Options’.
Select ‘Interactive Voice Response’ in the routing options.
In the voice prompt box, type (Press the play button to hear what the message will sound like) or upload (press the + symbol and upload file from computer) a message that the caller will hear when the tracking number is called. Letting the caller know which department/agent is linked to each key press is helpful. For example: “You have reached ABC Co, please press 1 for sales”.
Type ‘1’ in the key press box (when a caller presses ‘1’ they will be forwarded to the destination for that option).
Enter the Destination the caller will be sent to when pressing ‘1’ on their phone ie…Sales, Marketing, billing etc.
You can enter a voice prompt that the caller hears after making the selection by typing the text or uploading your own audio file.
Select the Action that you’d like to happen once the call gets forwarded to Key Press 1. Available options: IVR, Forward to Phone Number, GeoRoute, Follow a Schedule, or Hangup
Enter the ring to phone number for Key Press 1. Add Overflow Number if needed. Refer to Add Overflow Number text/video to view the setup process.
Check-boxes for Recording Call, Whisper Message (message the call recipient hears), and voicemail are available.
You can add multiple Key Press options by selecting ‘Add Key Press’. Each key press must have a different number than the previous option. It is recommended to add numbers in ascending order (1,2,3,4…).
Proceed with filling out the Advanced Tracking Number settings that fit best to your setup.
Scroll down and select ‘Save.’ If your tracking number saved successfully you will see it listed under your campaign.
Test tracking number and verify it reached the ring-to phone number. Check the call logs report to verify that the test call shows up.
