Auto Attendant your admin guide

An IVR (virtual receptionist) has the possibility to act as a real receptionist without the cost of a real one. However, customers prefer an IVR  that doesn’t have too many options. Their primary goal is to speak with the correct person, quickly. We recommend opting for a simple tree structure.

Here are some tips

Define your structure

An effective IVR makes it easy to direct calls to the right people or work teams. The options for your IVR can direct the call to a specific extension, call group, queue, announcement, directory, or other virtual receptionists.

Individual telephone

(eg for sales, dial 1 -> the call will be directed to a specific item)

• Group of telephone sets (ring group)

A group consists of several telephones. Several ring tone strategies can be used. Generally simultaneous or sequential ringing are the most used.

• Waiting line

In contrast, the queue allows you to put the caller on hold while an agent is free. It is possible to configure several call strategies.

• Pre-recorded ad

Whether to inform of your opening hours, your address, the announcement will save you time.

• Phonebook

Give your customers the ability to search your phone book

• Virtual Receptionist (IVR)

redirects the call to another set of options. Convenient when you want to change the language or create submenus in an option.

*** If you need help creating ring groups or queues, we invite you to contact our technical support team.

• Multi-language compatibility

Your Foneco telephone system is available in French, English and Spanish. Would you like to offer a multilingual telephone receptionist? In Canada, it is recommended to opt for a bilingual (French and English) virtual receptionist.

The phone system already has ads for French, English and Spanish, all you will need is to record your custom voices.

Writing texts

We recommend a short text that offer the most popular options (departments) first.

Here is an example of texts:

• Welcome to ABC… for (French) press 9,
• If you know the extension of the person you want to call, dial it now,
• To speak with our sales team, press 1
• For assistance on your products, press 2
• For accounting, press 3
• To know our opening hours and location, press 4
• To consult our telephone directory, please press #

Thank you for trusting the ABC team.

Voice recordings

There are two choices for you: you can register yourself as a virtual receptionist or request a professional recording from Foneco. For more information, I invite you to consult the following section:https://support.foneco.co/hc/en-us/articles/115000908888-Les-voix-de-notre-studio-d-enregistrement

If you do not opt ​​for our professional studio, here is the registration procedure:

• Call us at 1.855.936-6326
• Dial extension 7321
• Save your message
• Do # at the end of the recording so you can listen to it and re-record it as needed

If you need any help, please feel free to contact our support team.