An IVR is a recorded message which plays and then enables callers to press a key to be put through to different departments within your business. i.e. press 1 for sales, 2 for support etc.
Calls are able to be routed through to either extensions on our platform or to other off platform UK numbers that you hold when the caller presses set numbers on their keypad inline with your voice recording.
Please note that if an IVR option is set to forward out to off platform numbers, these calls would be chargeable as there is no inclusive call allowance on the IVR line.
IVR's are available for any accounts with more than one user (so for example you have to have 2 or more of our SIMs to enable this feature). IVRs are an additional feature and are not included in the basic plan package, they are charged at £5 + VAT per month plus any set up fees.
Please note that the number linked to the IVR will NOT be able to receive or send SMS (this is the number your customers would ring to get through to the IVR). So for example if you move an existing mobile number that you use to send and receive SMS onto the IVR, this function on this number would no longer be available. We can however either provide you with a new number for the IVR or a new mobile number for the SIM so SMS are still able to be sent and received.
If you would like to set up an IVR, please ensure that you have read this guide and then we need you to complete the form at the bottom of this page and send this to email@example.com along with any recordings that you would like to use in wav or mp3 format. Please note that the form must be completed - we can not accept alternative documents with your IVR set up.
IMPORTANT - If you are intending to pay for the recordings to be done we would strongly recommend checking your scripts with our support team first to ensure that the IVR will work as per the recording.
If you are using multiple recordings (ie one for the IVR, one for voicemail etc) please ensure that these are recorded and sent over as separate files, unfortunately we cannot accept one file with all your recordings.
Once we have the completed IVR form and script/recordings we will then check the set up and be able to provide you with a quote for setting up your IVR, the amount will depend on the complexity of the IVR set up.
An example of an IVR can be found below.
Thanks for calling [company name]. To speak to our [team name] please press 1, to speak to our [team name] please press 2. For all other enquiries please press 3. To repeat these options, please press star (*).