An auto receptionist can be routed to an interactive voice response (IVR) system by account owners, administrators, or operators. The dial pad is used by IVR systems to allow callers to choose routing options. Once a caller is connected to the auto receptionist, the IVR system can offer the following options:
- To reach someone by phone, dial 1
- And then dial 2 to reach billing.
- You can leave a voicemail by dialing 3.
This setup is shown in the diagram below:
As part of the IVR system, a dial-by-name directory can also be added.
- An education account, a business account, or a pro account
- May be the account owner, the administrator, or the operator of the auto receptionist
- Features of Zoom Phone
IVR routing options
You can set or customize the following routing options when creating or editing an IVR system:
- Leave Voicemail for:
- Direct the caller to the voicemail of the extension they are calling from.
- Extension (automatic receptionists’ voicemail associated with this extension)
- The user
- You will receive an automated message
- Telling them that they have been placed on hold
- As a result of the shared-line group’s actions
- I am sending you this message:
- Greetings are available from the dropdown menu, or you can select, record, and upload your own greeting from the Audio Library.
- A voicemail greeting set for one extension will override a greeting set for another.
- You can use a phone user’s greeting instead of selecting an alternative when routing to their voicemail by selecting Follow User Voicemail Greeting in the drop-down menu.
- Forward to:
- The call will be forwarded to this extension.
- A Zoom Meeting Room
- And a Zoom Meeting Room Phone
- That functions as an automatic receptionist
- For answering calls
- For a shared telephone line
- Line, please provide your external phone number (external phone number)
- You will be able to enable this feature only if your auto receptionist has a direct number associated with it.
- A plan rate will be charged for any calls made to an external phone number.
- Ensure that you have selected the correct country/region in the drop-down menu in order to be able to add the external phone number. The drop-down menu appears to be separate for some countries with the same country code.
- Dial by name:
- You will be routed to the dial-by-name directory.
How to create a single-level IVR menu
We will walk you through how to create a single-level IVR menu using the steps below. By routing to secondary IVR menus, the IVR will not present callers with more routing options.
- Zoom into your account,
- Then select Phone System Management to find Auto Receptionists.
- Once you find them, you can create a new one or edit one that is already there.
- Change whatever needs to be changed.
- Click Edit next to Route to Interactive Voice Response (IVR) to change your route to Interactive Voice Response (IVR).
- After that, click OK.
- After clicking Edit next to IVR Menu, click Make Changes to the following items:
- Audio Prompt:
- Use audio files to explain the options for the IVR menu to callers. Alternatively, you can record the audio file and upload it to the Audio Library. IVR plays its audio prompt instantly after the auto receptionist greets you.
- If caller enters no action after the prompt played:
- Callers who do not press a menu option or who press an invalid option cause the IVR prompt to play 1 to 3 times. After a set number of prompts, the calls are routed according to routing settings.
- By clicking Edit in the IVR menu, you can select a different routing option for the selected key.
- Click Save.
How to create a multi-level interactive voice response (IVR) system
Callers can select how their calls will be handled by a multilevel IVR system.
If your organization offers services in English and French, for example, your first-level IVR menu can provide the option to select a language. You can select a phone user, enter a call queue, or leave a voicemail with the second-level menus. As shown in the diagram, three IVR menus are available:
The first step in creating a multi-level IVR for your company is to identify one branch and begin at the lowest levels that don’t lead to an auto receptionist. Then you can progress up to the first menu that is assigned to your main company number or site number.
If you are creating a complex IVR system with lots of menus, you may want to think about creating a diagram like the one above so you can visualize the entire process.
Create routing options
Start by creating the routing options for the low-level auto receptionists at the base of the hierarchy of your IVR system. Then work your way through each branch of your IVR system in the same way.
Create an IVR menu with your routing options
To add your routing options to the IVR menu, follow these steps after you create your routing options. To add additional routing options and IVR menus to your IVR system, repeat these steps.
Create an IVR menu that routes to an auto receptionist
It is necessary to create a separate IVR menu after creating the low-level auto receptionists:
- Create an auto receptionist by following the steps below.
- Choose Interactive Voice Response (IVR) next to Route to.
- Select OK.
- Next, click Edit under IVR Menu.
- You can select Forward to Auto Receptionist next to a key, enter the name of an auto receptionist you have previously created, and select it. If you created any other low-level auto receptionist, you will need to repeat this step.