How to Set Up a Multi-Department IVR System with DTMF Routing.

Multi-Department IVR System with DTMF Routing.

Setting up a DTMF (Dual Tone Multi Frequency) IVR system for your business can greatly enhance customer experience by efficiently redirecting calls to the appropriate departments. This guide will help you design an effective IVR journey using DTMF routing.

What is DTMF Routing?

DTMF routing enables businesses to create multiple departments and allows customers to choose their desired department by pressing specific keys during a call. Here’s how to set up a DTMF IVR journey.

Step-by-Step Guide to Creating a DTMF IVR Journey

1. Select the DTMF Routing Option

Start by choosing the DTMF Routing option in your IVR configuration.

2. Set Time Schedules

You can define the availability of your IVR system:

• Working Hours: Specify when your departments will be available, such as 9 AM to 6 PM, Monday to Saturday.
• Non-Working Hours: Create a voice note to inform callers of unavailability. For example:
• "Sorry for the inconvenience. We are available between 9 AM and 6 PM, Monday through Saturday. Please try calling during our working hours."
  
  
  

3. Multi-Language Option

If your business caters to diverse customer groups, enable the Multi-Language option:

• Add a welcome message, such as:
• "Welcome to our support line. Please select your preferred language."
• Assign key options for language selection:
• Press 1 for English.
• Press 2 for Hindi.
• Press 3 for Other Languages.
  You can configure up to six language options.
  
  
  

4. Department Selection

Create a seamless routing experience by allowing customers to choose the relevant department:

• Add a welcome note, such as:
• "Please select your desired department."
• Assign keys to departments:
• Press 1 for Sales.
• Press 2 for Support.
• Press 3 for Other Queries.
  
  
  

5. Key Actions and Advanced Features

Once the department is selected, define the key actions for the IVR journey:

1. Redirect Call: Redirect calls to a specific user or call group.
2. Voicemail: Play a voice note and disconnect the call. For instance:
• "Thank you for showing interest. Our team will connect with you shortly."
3. Multi-IVR: Use this for nested departments. For example:
• Press 1 for Sales → Redirect to multiple product-specific sales teams.
4. Web Book: Integrate your IVR with external applications or databases.
   
   
   

Advanced Multi-IVR Example

The Multi-IVR option allows you to redirect calls further if you have nested departments, such as multiple products under a sales team. For example:

• Press 1 for Sales → Press 1 for Product A → Redirect to Product A’s team.
• Press 2 for Product B → Redirect to Product B’s team.

Benefits of Using DTMF Routing

• Streamlined Communication: Reduces call handling time by directing customers to the right department quickly.
• Enhanced Customer Experience: Offers personalized service with language and department options.
• Scalability: Easily add or modify departments and routing options.

By following these steps, you can create a sophisticated and customer-friendly IVR journey using DTMF routing. This not only improves efficiency but also strengthens your business’s communication strategy.

Start setting up your DTMF IVR journey today and elevate your customer support system!