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