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UCaaS · Interactive Voice Response
The right welcome. The right way through.
Give incoming calls a clear beginning: a useful greeting, meaningful choices and a route to the people who can help. Connect IVR to the way your UCaaS phone service works.
Plan your call journeyONE CONNECTED CALL JOURNEY
The menu is the beginning. The service comes after it.
Connect the caller’s choice with the greeting, receiving team and next step through a clear IVR menu.
THE FIRST WORDS
Make the welcome useful, not just polite.
Prepare a short greeting that identifies your business and explains what each number does. Review pronunciation, pacing and the destination behind every option before activation.
Greeting script
“Welcome to our service team. For sales, press 1. For support, press 2.”
Clear opening
Short choices
Known destination
MENUS & DESTINATIONS
Let every option earn its place.
Organise the menu around real reasons for calling. Agree the departments, destinations and any extra levels with your implementation team, so the caller hears choices that match the service they need.
TIME-BASED ROUTING
The same number can welcome callers differently.
Use the supported time rules to define what happens during and outside working hours. Align the greeting and the agreed alternative destination with your actual service schedule.
One number. Two service windows.
09:00 — 18:00
During working hours
Greeting → service team
Outside working hours
“Thanks for calling. Our team will be available during working hours.”
The call destination follows the configured time rule.
QUEUES & TEAM DISTRIBUTION
A department choice should reach a ready team.
Connect the destination to a configured queue and its assigned agents. Extended queue tools support multiple queues, manual or dynamic assignment, round-robin or skill-based distribution, and live waiting-call visibility.
After the caller chooses support
02
Support queue
Waiting calls · example
Distribution
Round robin / skills
Team readiness
Available agents
A
Ahmed
Available
N
Noura
On a call
AVAILABILITY & OVERFLOW
Plan the next destination before the busy moment.
Define a routing order for unavailable agents or overloaded queues. Supported rules can consider time, skills, availability and queue load, then forward to an agreed extension, mobile or another queue.
If the first destination is unavailable
Primary team
No available agent
Configured alternative
Another queue · extension · mobile
Alternatives, call forwarding and any associated usage depend on your service setup.
VOICE PREPARATION & AI
Turn the right words into a reviewed voice prompt.
Alongside prepared recordings, supported text-to-speech can help produce greetings. AI IVR preparation is linked to the phone system: confirm the available voices, language and integration, then review the result before using it in the call journey.
01 · Prepare the wording
“Welcome. Choose the service you need and we’ll direct your call.”
02 · Review the generated audio
Wording · pronunciation · pace
Text-to-speech and AI IVR preparation depend on the connected phone engine and enabled integration.
VOICEMAIL & TRANSCRIPTION
Keep the message useful after the caller hangs up.
Where voicemail is configured, retain the incoming recording for follow-up. The extended transcription service can display its text in the inbox or call details, with audio and text download according to the enabled tools.
A message your team can revisit
00:18
Transcript preview
“I’m following up on my service request. Please call me when the team is available.”
Voicemail transcription requires activation of the relevant service.
SUPERVISION AFTER ROUTING
Support the conversation your IVR started.
When extended supervision is enabled, authorised supervisors can listen, whisper to agents or join calls. These controls help the team handle the conversation after the IVR has delivered it to its destination.
During the connected call
01
Listen
Review the live conversation
02
Whisper
Support the agent during the call
03
Join
Step in when the case needs it
Supervisor permissions and telephony support govern access to these tools.
CALL LOGS & LIVE VISIBILITY
Measure the service beyond the greeting.
Use call logs to review what happened, and enabled wallboards to follow waiting calls, missed calls, wait time and agent availability. Queue and department views help identify pressure; detailed IVR-choice analytics depend on the events available from the phone system.
Service view
12
Answered calls
2
Waiting calls
1
Missed call
Look closer
Queue · department · period
CONNECTED TO THE REST OF THE WORK
A good route leaves room for good follow-up.
CONFIGURATION WITH YOUR TEAM
Start with the call plan your business actually needs.
From the voice channel, request IVR configuration, describe the intended flow and attach supporting material. Agree the greeting, destinations and special cases, then test the call journey before activation.
IVR configuration request
Phone
Your business number
Configuration details
Greeting + choices + destination for each choice + working hours + alternative route.
Questions before the first welcome.
Is IVR available in UCaaS?
Basic incoming-call IVR routing is part of the voice service. The exact menu, destinations and extended tools depend on the configuration activated for your account.
How do we prepare an IVR menu?
Describe your call menu and attach the audio file when requesting IVR setup. Organise the menu around the destinations your callers need.
Can calls follow working hours and alternative destinations?
Supported routing rules can consider time, skills, agent availability and queue load. Extensions, mobiles and other queues are possible destinations when configured and supported by the voice service.
Does AI IVR mean a conversational voice agent?
Preparing or generating voice prompts is different from a conversational voice agent. Text-to-speech and AI IVR preparation rely on the phone engine and its enabled integration. A conversational voice-agent use case is assessed separately.
Can I review missed calls and voicemail?
Review the available call logs and enabled live reports. Where voicemail and transcription are activated, your team can return to the audio and its text for follow-up.
How can customer feedback support follow-up?
Collect feedback after a service interaction and keep the response connected to the customer context.
What should I prepare for configuration?
Prepare the business number, greeting script, menu choices, the destination for each choice, service hours and intended alternatives. Attach any supporting call plan so the team can review and test it with you.
What should your next caller hear?
Tell us why customers call, who should receive them and what happens when the team is unavailable. We’ll help map a suitable IVR setup.
Discuss your IVR setup