You will often hear the term IVR (Interactive Voice Response) and auto attendant used interchangeably. However, they are subtly different…
Auto-attendants provide simple menu choices to direct the user to the correct person - using a predefined route - or set of rules.
IVR - uses some integration with a computer system.
babblevoice supports both!
An example of how the auto attendant can be used in babblevoice is shown in the rule below:
| When a call comes in on AutoAttendant then play the file intro.mp3 then wait for the user to dial 1,2,3… then jump to extension Sales,Support,OpeningHours respectively. |
In this example, once the caller has been played the intro.mp3 recording, they dial 1 for the call to jump to extension Sales, 2 for it to jump to extension Support and so on.
You can then create further rules to combine with this first one i.e.
| When a call comes in on Sales then queue the call for group SalesGroup, queue for 3600 seconds then end the call. |
Further details regarding implementing auto-attendant into your rules can be found in our call rule guide.
As we have already said, IVR is very similar to auto attendant, only that it is linked to some form of intelligence or data source - such as EMIS Web.
For example when linked with EMIS Web, when a patient calls in, their call can be linked to their patient record. For example, it can enable patients to book appointments over the phone without having to speak to your receptionists.
A pre-built IVR is available for EMIS Web - please read our docs for further information on EMIS.
There is also a simple language called BAAXML to enable programmers to integrate with their own system.
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