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