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Step 1) Login to Admin Portal
Step 2) Click the IVR Extension
Step 3) Click “Voiceportal”
Step 4)
a) Give it a name
b) Then click “+Add…”
c) After you click “+Add…”, the “Announcement” tab will pop-up
d) You can edit the name at later stage, you may do so by clicking on the item from the "Voiceportal" tab.
Step 5) In order to upload the voice recorded file, click “+ Replace…”
Settings :
Settings : Immediately
Settings : Music on wait
Settings : Periodically
Settings : Dest. not reachable
Settings : After
Interactions :
Interactions : Key
IVR Example 1 : Single Level IVR
• Office hour : 9.00 am to 6.00pm ( Monday to Friday )
Sample script : Thank you for calling ABC Plt Ltd. Kindly on hold, we will attend to your call shortly
Caller will be connected to a call group ( example : sales department, extension 1001 to 1005 )
• Non office hour : The rest of the day and time other than office hour
Sample script : Thank you for calling ABC Plt Ltd. Out office hour is 9.00am to 6.00pm, Monday to Friday. Please call back during office hour.
Call will be connected to an IVR with sample script above
IVR Example 2 : 3 Levels’ IVR
• Level 1 : Language
Sample script : Thank you for calling ABC Plt Ltd. Please dial one for English, Dial two for Chinese ...
Caller can repeat the option after a few seconds. After selected the language, they will be reaching level 2
• Level 2 : Greetings
Sample script : If you know the extension number, please dial now. Or dial the start key for directory service.
Caller may dial the extension number of the person they would like to speak to. Or they can navigate to phone directory which they will be reaching level 3
• Level 3 : Phone Directory
Sample script : Dial one for Sales Department, dial two for finance department, dial three for support department ...
For caller to choose the department they would like to speak to. Optional : “waiting music” can be added