How to Set Up Direct Routing in Your IVR System: A Step-by-Step Guide.

Your IVR System: A Step-by-Step Guide.

Setting up direct routing for your IVR system can streamline call management and improve customer experience. The process is straightforward whether you’re redirecting calls to a specific user or a call group. Follow these steps to configure direct routing effectively.

Step 1: Navigate to the IVR Journey

1. Access your IVR system dashboard.
2. Go to the IVR Journey section, where all routing options are available.
   
   
   
   

Step 2: Select Direct Routing

1. From the IVR Journey options, choose Direct Routing.
2. This will allow you to configure call destinations based on your business requirements.
   
   
   
   

Step 3: Configure the Welcome Note

1. Add a Welcome Note to greet callers when they connect to your business.
2. Choose or customize a message that reflects your brand's tone and professionalism.
   
   
   

Step 4: Choose Routing Options

Direct Routing provides two primary options for handling incoming calls:

• Single User: Redirect the call to a specific user for a more personalized touch.
• Call Group: Redirect the call to a predefined group of users. You can set up call groups under the User Management section.
  
  
  

Step 5: Configure Single-User Routing

1. Select Single User Destination from the routing options.
2. Specify the user who will receive calls after the Welcome Note is played.
   
3. Set a Ring Timeout duration (e.g., 30 seconds) to define how long the system will wait for the user to answer.
   
   
   
   

Step 6: Set Up Post-Call Actions

1. If needed, configure actions to take place after the call ends:
• Send a follow-up message or initiate a voice call.
2. Choose a message template from the SMS Template section:
• If you don’t have a template, create one on the spot.
  
  
  

Step 7: Save and Test the Configuration

1. Save the IVR setup after completing all steps.
2. Test the system by dialing the number:
• Ensure the Welcome Note plays correctly.
• Confirm the call is transferred to the selected user after the note.
• Check post-call actions, like sending a message, if configured.
  
  
  

Benefits of Direct Routing:

• Personalized Experience: Direct calls to the most suitable person.
• Streamlined Call Handling: Reduce wait times with clear routing rules.
• Scalability: Easily switch between single-user and call-group options as your team grows.

Following these steps, you can set up an efficient Direct Routing system that ensures smooth communication and enhances customer satisfaction.

Start configuring your IVR Direct Routing today to provide better service and simplify call management!