IVR & Auto-Attendant
What the caller hears in the first ten seconds, and what the keypad does about it. A greeting, a short list of keys, and a defined answer to the two things callers actually do: press nothing, or press something that is not on the list.
Main auto-attendant
in the menuThanks for calling. For sales press one, support press two, billing press three.
- 1Sales
- 2Support
- 3Billing
- 4Opening hours
- 9Repeat this menu
Sent to Queue: Support - EMEA. The keypress is recorded on the call, so the menu path is a fact in reporting.
Product figures from the platform’s own defaults - not customer averages
How it works.
A greeting, then a short list
The prompt plays and the menu is already listening. The first key press cuts the greeting off, so a caller who knows where they are going does not sit through it. Keys are single characters: 0 to 9, star and pound, one branch each.
Silence has its own exit
Pressing nothing has its own exit. The wait is five seconds by default and only starts once the greeting has finished, so a caller who listens to the end still gets the full window, and the menu asks again before it gives up.
A wrong key ends somewhere else
An unmapped key is handled apart from silence. Both re-prompt, three times by default, but they leave by different exits when the retries run out, so a confused caller and a caller who walked away need not land in the same place.
A key can open another menu
Press 2 for support and hear the support menu. A key can also hand the call to a separate published flow, which stops at eight hops, so nesting cannot loop a caller round forever.
One moment in every call.
Every call passes through the same seven. IVR & Auto-Attendant is the lit one, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Keys
- Single characters only: 0 to 9, star and pound. Pound submits early, star clears
- Wait
- 5 seconds per attempt by default, counted from the end of the greeting
- Retries
- 3 re-prompts by default, with an optional pause before each one
- Failure exits
- Timeout and wrong key leave by different exits and need not end alike
- Reaching a person
- A key can ring a named user, role, team or queue. Callers cannot type an extension
- Prompt
- An uploaded clip, or text spoken in a saved voice; a variable forces live speech
- Nesting
- A key can open another menu; handing the call to a separate flow stops at eight hops
- Input
- Keypad only. There is no speech recognition and no dial-by-name directory
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
20 capabilitiesFlows, queues, oversight and compliance screening on lines we run ourselves.
Coach a rep mid-call without the customer hearing it, then join outright if it turns. Moving between the three never drops the call or rings anyone again.
Reps stop sitting through ring-outs. More lines open than you have people, paced off your live answer rate, and the abandonment cap you set is a ceiling.
Hand the tempo to the rep on one campaign and take it back on the next. Preview waits for them to read the record; power opens lines the moment they are free.
Reps stop greeting voicemail. The line is judged person or machine before a headset is involved, so what lands in one is somebody who said hello.
Stop the same two people carrying the floor. Six answers to who gets asked first, changed on the queue you already have rather than built again from scratch.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
A caller presses a digit, hangs up and keeps their place in line. Repeat requests merge, so nobody rings the same person twice about one problem.
Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
Nobody re-explains themselves to the next person. Send the call straight on, or speak privately first, or merge to three and walk out without ending it.
When a call is disputed, who said the line is read off its own channel rather than argued out of the wording. Both sides captured, merged into one file.
One code is the whole of a rep's paperwork. Twenty-six behaviors hang off it, so the task, the callback and the do-not-call mark happen on their own.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
A call nobody was going to answer still lands somewhere. Organization, team and personal boxes each decide who may listen, and every message is transcribed.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See ivr & auto-attendant on your own floor.
Thirty minutes, your numbers and your data. We will set ivr & auto-attendant up live and you can decide from the thing itself rather than from this page.
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