Articles on: Call and SMS Management

How to Set Up Interactive Voice Response (IVR)?


How to Set Up Interactive Voice Response (IVR)?



Interactive Voice Response (IVR) systems are vital for businesses looking to improve customer service and streamline call management. By automating responses and guiding callers through a structured menu, IVR enhances communication efficiency. Setting up an IVR system can seem complex, but with the right steps, you can create an effective solution that meets your business needs.


What Is an IVR Phone Tree?

An IVR phone tree is an automated system that uses voice prompts and keypad inputs to guide callers through a menu. It helps direct calls to the right department or provide specific information without needing a live operator.


Benefits of IVR
  • Reduces Wait Times: IVR systems handle multiple calls simultaneously, minimizing the time customers spend waiting for assistance.
  • Automates Routing: Calls are directed to the appropriate department based on the caller's input, ensuring inquiries are addressed quickly and accurately.
  • Helps in Data Collection: IVR systems can be used to gather valuable data on customer preferences, behavior, and call patterns. It can be helpful for to refining services and marketing strategies.
  • **Consistency in Customer Service: **IVR systems provide standardized responses, ensuring that all customers receive the same level of service and information. This consistency helps build trust and reliability.


How Does an Automated Phone Menu Work?

Callers hear a pre-recorded message (greetings) with menu options. Then, callers press numbers on their keypad, which the system detects using DTMF (Dual-Tone Multi-Frequency). Based on the input, the system routes the call to the appropriate department or individual.


How to Set Up IVR in Calilio?


đź’ˇDisclaimer: Ensure the phone number is assigned to all relevant team members before setting up the IVR system.


Step 1: First, sign in to your Calilio account using your registered credentials. If you haven't registered yet, you need to create an account.


sign in

Step 2: Go to the “Numbers” section of your navbar.



Step 3: Hover on the number you want to enable IVR. Three dots will appear.



Step 4: Click on three dots and select the “Number Setting” options.


Step 5: **You can see the option of **“Call Strategy.” Toggle on the call call strategy to enable IVR.



Step 6: After enabling the IVR option, you have three options. Select the IVR.



**Step 7: **Once you select the IVR options, you can see the three categories:

  • As soon as call starts,
  • Upon dialing an invalid number,
  • When the call timeout.


Step 7.1: In the “As soon as starts” option, you can find two options: Text (default message) and Audio (call recording).



If you choose the **Text **option, all your customized written messages will be converted to audio (generated by AI). When a call is received, the caller will hear the AI-generated audio of your message.


Here is a sample of a customized message:

  • Press 1 for Olivia Rhyme
  • Press 2 for Phoenix Baker
  • Press 4 for Lana Steiner
  • Press 7 for Demi Wilkinson


If you choose **Audio **options, you can record audio in your own personal voice.


  • If you choose to upload your own message, it will replace the default text-to-speech message.
  • To upload your own recording, click on the “Upload” button and select your audio file.



Step 7.2: The “Upon dialing an invalid number” option means that when a caller dials a wrong input that is not in the list (say 5), a pre-recorded audio will play. In other terms, it handles scenarios where callers dial an invalid extension.


Here, you can also select between Text and Audio, which work the same as the above.

If you select text, all your customized written text will be converted into AI-generated audio, while in audio, you can record messages with your own voice.

Here is a sample of a customized message:

Please note, this number is not valid.

  • Press 1 for Olivia Rhyme
  • Press 2 for Phoenix Baker
  • Press 4 for Lana Steiner
  • Press 7 for Demi Wilkinson”


Step 7.3: In “When the call timeout,” a follow-up message can be played if the caller does not make a selection (or press the extension number) within the allotted time period. This message will repeat after 20 seconds if no selection is made.


Here is a message sample: “Please make a selection. If no choice is made, the call will be disconnected.


**Step 8: **Assign an extension to each team members. For configuring extensions, specify which extension number will be forwarded to which team members in a given dialog box. This ensures that calls are directed to the appropriate person based on the caller’s selection.


For instance,

  • Press 1 for John
  • Press 2 for David
  • Press 4 for Richard
  • Press 7 for Demin


In case, if the assigned person does not answer the call, you can either end the call by selecting “Dismiss the call” or enable the “Forward to Voicemail” option.


Unanswered Calls:

Forward to Voicemail: Enable voicemail forwarding by toggling the “Voicemail” option. Make sure voicemail is set up.

Dismiss Call: If you prefer to dismiss unanswered calls, select the **“Dismiss” **option.


Step 9: Lastly, click on the “Save Changes” option to save your IVR settings.



Need Assistance?

Feel free to contact us via:

Email Support: For further help, email support@calilio.com

Live Chat: Access the live chat feature in the app, which is available 24/7.

Updated on: 23/04/2025

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