A phone menu, or IVR menu, is an automated greeting that routes callers through options on the keypad. Businesses use phone menus to provide information to callers and automate call routing. With a phone menu, calls are managed through a central system and then routed to employees.
Small business phone systems like Telzio offer easy-to-use solutions to create and manage your own phone menus. Setting up a custom phone menu for a small business can be done in three simple steps.
1. Choose a Business Phone Number
Start by choosing a local or toll free number for your business. If you already have a business phone number, you can port the number with no downtime.
You can assign multiple phone numbers to the same phone menu, so you can give your customers the option to call your local, toll free or international number and direct them to the same phone menu.
Telzio offers local and toll free numbers from over 50 countries that you can browse and register instantly.
2. Create Your Phone Menu Options
Decide what options to give your callers, and record the instructions they will hear during the greeting. For example:
Thank you for calling Cookie’s Cupcakes. Press 1 to place an order for custom cupcakes, press 2 to hear our weekly specials, or press 3 to leave a message for Cookie.
You can record directly through your web browser, or upload a file from your computer.
By marking the 3 keypad options, another 3 paths are created where you can route callers to the next step.
Next, we’ll set up routing details for the 3 possible paths a caller can take from the phone menu.
3. Set Your Call Routing Details
After you create your phone menu, you can route callers to a number of different places:
- business hours to filter calls based on when you’re closed versus when you’re open,
- employees and departments,
- a call queue where callers hold for the next agent,
- a shared or individual voicemail,
- a conference call,
- and even a pay-by-phone option.
Based on the greeting in our example, callers who press option 1 will be directed to the sales office. We can customize employees receive the call, in what order, and how long it rings.
Pressing 2 in our example sends callers to another greeting where they can hear a special announcement. From there we can create another set of options and routing rules.
Pressing 3 in our example simply sends callers straight to a voicemail.
Easy to Scale
Phone menus can be as complex or simple as you design it. Automated phone menus can be used to efficiently route callers to the right team or to deliver messaging to customers, without paying for a receptionist 24 hours.
With Telzio, you can start with a basic phone menu and incorporate business hours, hold music, call screening and other advanced features into your small business phone system as needed.
The key to choosing a phone menu solution is finding a provider that does not charge for additional features if you choose to add them later down the road, and will allow you to make changes to your phone menu anytime through a web-based DIY platform.
Diana is the Chief Customer Officer at Telzio and enjoys helping customers get the most out of their Telzio services.