IVR

Interactive Voice Response (http://www.liveagent.com/customer-support-glossary/ivr/) allows callers to navigate through a phone system before talking to a customer support representative. Via IVR you can play custom recordings to your customers, gather information during the interaction, and execute appropriate actions, such as routing the caller to the correct agent/department or issuing a callback (https://support.liveagent.com/887433-Automatic-callback-request). IVR in LiveAgent is configured...

One of the IVR features is playing custom recordings to your customers during IVR steps. All recordings have to be added to your LiveAgent account. Recordings can be either uploaded or even recorded directly. Recordings can be added from the "Ivr" section (https://support.liveagent.com/300428-IVR-Interactive-Voice-Response) of a specific number by clicking on the "Add record" button. If you do not have your own IVR recordings, we provide our sample recordings free to use at the end of this arti...

We've prepared for you several IVR examples covering standard IVR trees. Note that links to files in play commands are not valid and serve just as examples. Real links will be automatically generated once you'll add and insert (https://support.liveagent.com/424957-Adding-IVR-recordings) your own recordings. Basic example online: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=connect-first-available-agent.mp3 - ring queue: - play: https://mycompany.ladesk.com/scripts/fil...

The automatic callback request is a useful function if you want to provide your customers an option to request a callback and end the call instead of waiting in the queue in case all your agents are currently busy on calls. You can simply include the following command into the existing IVR (https://support.liveagent.com/300428-IVR-Interactive-Voice-Response) set up in your phone number's settings in Configuration > Call > Numbers. - callback When a customer chooses the IVR option incl...

In this article you can find an example how to change your IVR using LiveAgent rules (https://support.liveagent.com/038465-Rules---Predefined-actions). Specifically the rule action change IVR. You could create a rule which changes the IVR for you automatically for example if you wish to inform your customers that you are offline if they try to reach you outside your business hours. Navigate to Configuration > Automation > Rules > Create new rule like below: Rule has to be applied...

Forward function is a powerful tool that you can use to forward incoming calls to an external phone number at any moment during the IVR (https://support.liveagent.com/300428-IVR). Technically it does not act as a "classic" forwarding of incoming calls to a different number. Instead LiveAgent call center acts as a bridge between the caller and the number that the call is being forwarded to. So the caller calls your regular number that is integrated with LiveAgent call center. Then LiveAgent ca...