How can I set up a Multi-Level-IVR?

Set up a multi-level IVR in sipgate to route callers through multiple voice menus to local branches with opening hours and customer support.

Scenario: a national retailer with two local branches (for simplicity) wants to connect its callers to local branches:

• if the caller presses 1, he should hear the Main Greeting of the London branch and be able to select 1 to hear its opening times, or 2 to speak to customer service in that store

• if the caller presses 2, he should hear the Main Greeting of the Birmingham branch and be able to select 1 to hear its opening times, or 2 to speak to customer service in that store.

This can be set up as follows

1

Create a first-level. Assign this IVR a telephone number and a meaningful name (e.g. First Level Customer Hotline). The Main Greeting should say something like: For our London branch, press 1. For our Birmingham branch, press 2.

2

Create a second IVR for the London Branch with an appropriate name and Main Greeting (For Opening Hours, press 1. To speak to a customer service representative, press 2.). Link key press 1 to a recorded Greeting listing the London Branch opening hours. Link key press 2 to an appropriate destination (for example a group with a Call Queue)

3

Create a third IVR for the Birmingham Branch as per the London Branch

4

Link the first-level IVR (our First Level Customer Hotline) to our London and Birmingham IVRs by selecting each IVR as a destination for Key Press 1 and 2.