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Bitrix24Care

Voice menu (IVR)

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Interactive voice response (IVR) is a technology that allows Bitrix24 Telephony and CRM to interact with your clients through dialpad input. The system plays the recorded message, your client dials a certain number and the system automatically routes the call.

Your client calls you and gets some basic information from the pre-recorded voice message. If he/she needs more information or need to talk to your employee, he/she just needs to follow the instructions and dial the number.

Bitrix24 IVR Options

  • Forward client’s call to the particular operator or to the queue group
  • Forward calls to an external number (outside Bitrix24 telephony system)
  • Clients can enter an extension number to reach a particular person
  • Leave a voice message
  • Replay voice menu record
  • Quit voice menu (the call will be processed the way it's specified in the phone number settings)
  • Go to another level of the voice menu


Configure IVR

Important! Make sure to configure Bitrix24 Telephony first.

Click Telephony > Connection > Configure telephony > Voice menu.

Here you can edit or create a new voice menu.

You can choose between two IVR menu sources: audio file or text. If you choose to add text, it will be spoken to callers by robot whenever they reach you by phone (language, voice, speed & volume can be configured). If you decide to upload an audio file, it should be in mp3 format, mono and its size shouldn't exceed 2 Mb.

Perform action if no button was pressed option gives two choices: exit IVR or repeat voice menu recording.

Phone buttons should be configured as Actions Buttons.

IVR nested menus

You can create IVR nested menus by adding a new action button > + > New menu.

Standard and CRM+ plans subscribers can add up to two levels of nested menus. Professional plan subscribers can add an unlimited number of levels of nested menus.



Queue groups

If you have set calls forwarding for your IVR actions buttons, then you can configure queue groups by clicking Queue group settings.

Or click Telephony > Connection > Configure telephony > Queue groups.

Here you can select Bitrix24 users who will answer inbound calls to this number. Specify the call distribution method and the number of rings before forwarding a call to the next user in the queue.



Configure number

After configuring the voice menu, you need to configure a number that this menu will be used for.

Click Telephony > Connection > Configure numbers > select a number/PBX.

In the Inbound call routing section, enable the Use voice menu option and select a voice menu from the list.

IVR option is available to Bitrix24 Standard and CRM+ (two levels) or Professional (unlimited levels) plans subscribers only.
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