AVOXI IVR (Interactive Voice Response) is a feature that allows organizations to create automated greeting and audio prompts. This provides callers instant access to the customer's business, with basic product or service information before they speak to an operator. Through an interactive voice reaction program or virtual attendant, callers are promptly transferred to the desired department, or agent. This is favorable to both the client and the business.
Using AVOXI IVR, you can quickly and easily configure self-service menu options to direct callers to the right agent or department the first time, such as:
To create a virtual attendant, select the "Virtual Attendant" section on the left-hand side navigation.
Select +Add in the top right-hand corner.
Enter a name for your new virtual attendant and select Next.
Configure the voicemail settings for your virtual attendant. Choose an existing voicemail or create a new voicemail.
Record Voicemail Greeting - Record your own personal greeting. (see below guide)
Pick from Library - Choose one of our preloaded recordings.
Upload a File - Upload a file your company already has.
Enter the email address you would like voicemails to be sent to, and select your timeout. Then select Save.
AVOXI TIP: Timeout is the time the rule will apply before the call goes to voicemail.
Give your prompt a name and then select the record button to start recording.
Once finished, select the stop button . You can playback your recording by selecting the play button
If you’re happy with the recording select Save Audio and then Submit.
Upload a File - Upload a file your company already has by simply dragging and dropping the file or selecting uploadMake sure to give your prompt a name and then select Submit.
AVOXI TIP: Make sure your audio files are saved as .wav
Repeat these steps for each of the below prompt types and then select Save.
Next, add your prompts which are visible under your virtual attendant configuration:
Select the down arrow under each prompt type to choose a prompt, or select +Record/Upload New.
Now that you’ve created your virtual attendant and created prompts it’s time to add user inputs. User inputs are the options that will be available to users when they call into your virtual attendant.
Select the virtual attendant's icon on the left-hand side navigation. Find the virtual attendant you’d like to delete and select Delete.
Once you select Delete, you will be prompted to type in the name of the virtual attendant exactly as it appears and then select the “I understand the consequences, delete this Virtual Attendant.”