How to setup, change and record your IVR.
How the IVR works
“Smart Auto-attendant” is a feature that determines if your caller is a new client or not, also known as your first level IVR.
- Press 1 if you are a New Client
- Press 2 if you are an Existing Client
- Press 3 if you are not a Pet Owner
Once the caller identifies what their role is, the Rewards system/Dashboard will track the call appropriately. We also track the phone number, so that when they call in again from the same number, the system already knows who they are, and will not prompt them again to self-identify. They will only hear a general message telling them your business name, and that the call may be recorded for training purposes, unless you setup a second level IVR with a custom menu of options, in which case they will hear your welcome message followed by your second level IVR.
Setup or Change your IVR
Option 1: Create your recording(s) and send as attachments to support@upbook.com. We will then create a support ticket and inform you when your new IVR has been uploaded. Depending on the level of complexity, we may need to reach out to confirm your configuration with a visual workflow.
Option 2: Submit a request to have your recording fulfilled by UPbook for a $10 fee using this form. In this form you will need to provide your script (see examples under Recording your IVR below). We will then create a ticket and send the recording first for your review/approval before finally uploading it for you. Here's an example of a professional recording.
Recording your IVR
We need a total of 3 recordings:
- Welcome message: "Thank you for calling ABC Practice. This call may be recorded for quality and training purposes."
- First level IVR (for first time callers): "If you are a New Client, please press 1. If you are an Existing Client, please press 2 and if you are not a pet owner, please press 3."
- Second level IVR (for recognized callers): "For Emergencies please press 1, for curbside service please press 2, to schedule an appointment please press 3, to request a prescription refill please press 4 and for all other, please stay on the line and we'll connect you."
For optimal recording quality, we recommend using a free tool like Audacity. A smart phone also works just as well for recording audio.