The Voipfone IVR is a sophisticated Interactive Voice Response system. By adding one or more IVR Switchboards to your account, callers to your business will hear a personalised greeting, followed by a series of options (for example, "Press 1 for Sales, 2 for accounts"). Based on the button they press, the caller is then routed to the most appropriate agent or department.
You can choose between a Single-Menu IVR Switchboard, with just a simple list of options, or the Multi-menu IVR Switchboard, where the caller is taken through a series of menus.
All Voipfone IVR Switchboards support the optional direct-dialing of extensions, and the upload of your own recorded greetings. You can also choose to have your greetings recorded by our professional voice artists.
To use this service you must have purchased at least one PBX extension.
Fully configurable menus
Personalised greetings & messages
Route calls intelligently
Single-Menu IVR Switchboards are included in our Voipfone 500 plan while the more advanced Multi-Menu Switchboards are included in our Voipfone 1000 and Unlimited plans. They're also available in Voipfone Flex from only £5 (ex VAT) per month.
Go to 'Services - IVR Switchboard - Manage IVR Switchboard' in the Control Panel. For each Option, choose the button on the phone keypad that the caller will press and then choose a Department. You must also set which Group, Queue, Extension or other Menu that the caller will be sent to if they choose that Option. Each Option can also have its own set of Business Hours, and you can specify a different destination for your callers for when your Business Hours are Open or Closed if desired.
If you are not using a custom greeting, our IVR system will construct a greeting for you using the option numbers and departments specified. If you also tick the "Allow Direct-Dial of Extensions" check box, our system will add "If you know your party's extension, you may dial it now" to the message.
If you Upload your own Greeting, selecting Departments becomes unnecessary (and are removed from view) because your greeting should contain the entire message that you want your callers to hear, including all of the available options. Our system will add no additional messages.
To tell the IVR which of your incoming telephone numbers you want it to answer you just go to 'Services - Virtual PBX - Inbound Numbers' in the Control Panel. For the number you want to use, select the IVR Switchboard from the drop down menu - as in the example below.
So in our example above, calls to 020 8819 5425 and 020 8819 5426 will be sent to the IVR whilst calls to 020 8819 5424 will ring extension 202. If you wish to hear what it sounds like just call one of the IVR numbers. Don't worry, no one will answer!
Log in to your online control panel to configure your services. With Voipfone's online control panel you can manage your account in real time, from your PC anywhere in the world.