Custom IVR Types
Dialpad offers the following types of interactive voice response (IVR) for customization.
| IVR Type | Description |
|---|---|
| GREETING | Voicemail greeting for open hours. |
| CLOSED | Voicemail greeting for closed hours. |
| MENU | The auto response menu script IVR for open hours. For example, press 1 for ... press 2 for.. |
| CLOSED_MENU | The corresponding menu script for closed hours. |
| MENU_OPTION | Recorded message when user press a DTMF for open hours. |
| CLOSED_MENU_OPTION | Recorded message when user press a DTMF for closed hours. |
| NEXT_TARGET | The IVR when department is routed to other department or user. |
| DEPARTMENT_INTRO | Department introduction welcome greetings for open hours. |
| CLOSED_DEPARTMENT_INTRO | Department introduction welcome greetings for closed hours. |
| VM_DROP_MESSAGE | Voicemail drop messages. Currently only for user. |
| VM_UNAVAILABLE | The recorded message when fallback menu or other routing option menu, for open hours. |
| VM_UNAVAILABLE_CLOSED | The recorded message when fallback menu or other routing option menu, for closed hours. |
| AUTO_RECORDING | Auto recording prompt for call center. |
| CG_AUTO_RECORDING | Auto recording prompt for coaching group. |
| CSAT_QUESTION | Customer Satisfaction survey (CSAT survey) - Ask your customers how satisfied they were with their experience today. |
| CSAT_PREAMBLE | Customer Satisfaction survey (CSAT survey) - Let your customers know there will be a short survey at the end of their call. |
| CSAT_INTRO | Customer Satisfaction survey (CSAT survey) - This message plays to the caller immediately after the Agent hangs up. |
| CSAT_OUTRO | Customer Satisfaction survey (CSAT survey) - Plays after your customer's response has been received. |
| HOLD_INTRO | On hold introduction welcome greetings. |
| HOLD_APPRECIATE | Thank you for continuing hold, played at the beginning of hold queue announcement except first time queued. |
| HOLD_WAIT | IVR for the case of 'please wait for next agent', which is played at the beginning of hold queue announcement. |
| HOLD_ESCAPE_VM_STAR | Gives user option to press star button to escape hold. |
| HOLD_ESCAPE_VM_POUND | Gives user option to press pound button to escape hold. |
| HOLD_CALLBACK_REQUEST | Gives user option to request a call back. |
| HOLD_CALLBACK_REQUESTED | Play after user requests a call back. |
| HOLD_CALLBACK_FULFILLED | Play after user answers a call back. |
| HOLD_CALLBACK_ACCEPT | Instructs user to press 1 to accept a call back. |
| HOLD_CALLBACK_ACCEPTED | Play after user accepts a call back. |
| HOLD_CALLBACK_REJECT | Instructs user to press 2 to reject a call back. |
| HOLD_CALLBACK_REJECTED | Play after user rejects a callback. |
| HOLD_CALLBACK_SAME_NUMBER | Instructs user to press 1 to request a call back on the same number. |
| HOLD_CALLBACK_DIFFERENT_NUMBER | Instructs user to press 2 to request a call back on a different number. |
| HOLD_CALLBACK_KEYPAD | Instructs user to enter the callback number on the keypad. |
| HOLD_CALLBACK_CONFIRM_NUMBER | Play before playing back the entered number. |
| HOLD_CALLBACK_CONFIRM | Instructs user to press 1 to confirm the entered number. |
| HOLD_CALLBACK_TRY_AGAIN | Instructs user to press 2 to try entering the number again. |
| HOLD_CALLBACK_INVALID_NUMBER | Play if the number the user entered is invalid. |
| HOLD_CALLBACK_DIRECT | Play to the operator when the request is fulfilled with a direct callback. |
| HOLD_CALLBACK_UNDIALABLE | Instructs user to enter a dialable number. |
| HOLD_INTERRUPT | |
Updated over 2 years ago