IVR FAQs

Lets have a clear understanding on a few of the IVR use cases

1. What is the major reason for using IVR?

Answer: There are a couple of reasons for which IVR is being used by different companies but majorly it is being used for call monitoring and recording purposes.

1. What are the different IVR providers that can get integrated with NeoDove?

Answer: Exotel, TeleCMI and MyOperator.

1. If we have already taken IVR from any IVR providers, then is it possible to integrate with NeoDove?

Answer: Yes, it is only possible if we have taken IVR from either Exotel or TeleCMI or MyOperator as these are the three IVR providers with whom NeoDove has the scopre for integration.

1. How IVR helps to monitor incoming calls?

Answer: Once IVR gets integrated with NeoDove then accordingly as per every incoming calls, the lead gets created in NeoDove with the timestamp.

1. How IVR caters the incoming calls for a company?

Answer: Need to put the call forwarding from the company's official phone number to the particular IVR number and then accordingly whatever the incoming call comes to the official number it will then redirected to the IVR number and then the call will land to the agents or users of the particular company as per the IVR flow that is being set.

1. Can an automated music or message can be setup in IVR?

Answer: Yes.

1. What are the different scenarios where an automated music or message can be setup in IVR?

Answer: There are a couple of different scenarios where an automated music or message can be setup in IVR like greeting music, waiting music, unanswered music, invalid key music, timeout music.

1. Can the incoming call be segregated to different teams of an organization from one IVR number?

Answer: Yes, it can be done. An IVR call flow needs to be setup in this scenario with a music or message asking for inputs and as per any of the inputs the call will land to the respective teams.

1. Can we do a different time setup for the different users to cater the incoming calls?

Answer: Yes, it can be done. A calendar flow needs to be setup as per the particular timings of the particular user and as per the timing being set, the call will land to the respective user or agent.

1. Is it possible to get the lead created for incoming calls without being landed to any of the user or agent but a welcome music to be played while anyone calls?

Answer: Yes, it can be done. Either a count option to be enabled in the particular team with the greeting music added or a hangup option to be enabled in the call flow section with the play music option to be added above it.

1. Can we setup the office hours in IVR?

Answer: Yes, the office hours can be setup in IVR and after office hours the call won't land to any user or agent but a lead will get created in NeoDove for the monitoring purposes whoever will call after office hours timing.

1. Can a voice mail be incorporated in IVR at the time of unanswered call?

Answer: Yes, a voice mail can be incorporated in IVR and for that we need to enable the Voice mail option from the Call Flow section.

1. What is the different between call barging and call merging?

Answer: Call barging means call whispering whereas call merging means call conferencing.

In call barging, the supervisor or the admin can join any of the call but whatever he or she will speak it will only be heard by the agent or user but the customer won't be able to hear.

In call merging, all the three parties would be able to speak and hear each other's conversation.

1. Is it possible to redirect a particular customer's call to the same user with whom the conversation has happened earlier?

Answer: Yes, it can be done. Sticky Agent option to be enabled in this scenario to redirect the customer's call to the same users with whom the conversation has happened earlier.

1. Is it possible to incorporate separate virtual or DID numbers for the different users or agents?

Answer: Yes, it can be done.

In PSTN or sim based calling; for incoming calls only, it can be done.

In WEBRTC or internet based calling; for outgoing and incoming calls both, it can be done.

1. Is it possible to redirect to the phone if the system is locked or logged off at the time of WEBRTC or internet based calling setup?

Answer: Yes, it can be done. The follow-me option to be enabled in that particular user or agent setup so that if the system is logged in, then the call will land on the system and if in case the system is logged off then the call will directly land to the user's phone number.