Creating Virtual Attendants (IVR)

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:

  • Record your own greeting or upload a new file or choose from pre-existing recordings. 
  • The menu prompt gives callers the chance to choose from a variety of options listed in your recording. 
  • The timeout prompt is the recording that will play if the caller does not take any action.

Creating a Virtual Attendant (IVR)

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.






Recording personal greetings/prompts

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.



Uploading greetings/prompts


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.


Adding prompts

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.

  • Intro Prompt: Plays at the beginning, before the menu prompt. This prompt cannot be skipped by inputting digits or dialing extensions. It doesn't repeat in case of a bad entry or timeout.


  • Menu Prompt: Plays before awaiting option selection. This can be interrupted by user digits and will repeat. 


  • Unavailable Prompt: Plays when an unavailable option is selected. 


  • Timeout Prompt: Plays after the timeout seconds have elapsed. Remember to adjust the "Wait for timeout (seconds)" 


  • Timeout Destination: The menu will play according to "playtimes" and forward to this destination after the timeout.  You also have the option to select a timeout destination - this can be an external number, extension, call group, virtual attendant, or voicemail. The menu will play according to “playtimes” and forward to this destination after the timeout.


Adding Using Inputs

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 +Add User Input. You’ll notice under Caller Presses, 1 is automatically selected. To change this, select the dropdown arrows to choose from a selection of numbers and symbols. 
  • Then, select an action. This is going to be where the caller is directed - an external number, extension, call group, another virtual attendant, or a voicemail. After your action is selected, select the dropdown under "Forward Calls To" to specify where the calls are going. 


  • For example, if action is Extension, then Forward Calls To dropdown will have a list of all active extensions to choose from. If you don’t see an extension listed, you may need to assign a license to that extension. Click here for more info on licensing. 


  • If you would like confirmation audio to play after the caller makes their selection, you can choose from audio already recorded, or record/upload a new one under Confirmation Audio. 


  • Select +Add User Input to keep adding additional inputs. Select Save when you’re finished. 


Deleting a 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.


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Updated:

January 5th, 2022

Author:

Louise Ross

Updated By:

Louise Ross

KB ID:

381308

Page Views:

4351

Tags:

ivr, virtual attendant, auto attendant

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