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Deploy IVR phone trees to propel customer interactions to quick resolution with Zoho Voice - Zoho Blog
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Zoho Blog</title><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/theme/css/zoho-blogs-wp-theme.css" /><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/common/css/zohodblogs.css" /><script type="text/javascript">(function(w,s){var e=document.createElement("script");e.type="text/javascript";e.async=true;e.src="https://zohotagmanager.cdn.pagesense.io/ztmjs/9e14ca550fb345518206a5a65a40a7a9.js";var x=document.getElementsByTagName("script")[0];x.parentNode.insertBefore(e,x);})(window,"script");</script></head><body site="zohodblogs" data-prdname="voice" data-prdname-display="Zoho Voice" class="post-template-default single single-post postid-4721 single-format-standard i18n-en category-voice path-node page-node-type-article-content"><div id="page" class="site"><div class="site-inner"><header id="masthead" class="site-header" role="banner"><div class="header-nav"><div class="brand-logo"><div class="hamburger-btn"><div class="hamburger-bar"></div></div><a href="/blog/" rel="home">Blog</a></div><div class="header-right-bar"><div class="header-search"><span class="btn-search fa fa-search icon-button-search"></span><form action="/blog/" method="get" role="search" id="searchform_topbar" class="search-top-bar-popup search-form"><label><span class="screen-reader-text">Search for:</span><input type="search" class="search-field-top-bar" id="search-field-top-bar" placeholder="Search…" value="" name="s" /></label><button type="submit" class="search-submit search-top-bar-submit" id="search-top-bar-submit"><span class="fa fa-search header-search-icon"></span><span class="screen-reader-text">Search</span></button></form></div><div class="language-selector header-lan-picker disabled"><span class="select-language"></span></div></div></div></header><div class="header-product-link"></div><div id="content" class="site-content container"><div id="primary" class="content-area row"><main id="main" class="site-main col-md-8 col-sm-12 col-xs-12" role="main"><article id="post-4721" class="post-4721 post type-post status-publish format-standard has-post-thumbnail hentry category-zoho-voice tag-add-ivr tag-call-center-experience tag-contact-center-tools tag-customer-service-experience tag-dtmf-response tag-ivr tag-ivr-benefits tag-ivr-best-practices tag-ivr-phone-system tag-ivr-service tag-ivr-solutions tag-ivr-system tag-multilevel-ivr tag-pbx tag-phone-ivr tag-softphone tag-voice-self-service"><header class="entry-header"><h1 class="entry-title">Deploy IVR phone trees to propel customer interactions to quick resolution with Zoho Voice</h1><div class="entry-info"><div class="posted-info"><span class="posted-on">Posted on <time class="entry-date published" datetime="22-04-05IST07:11:44+00:00">April 5, 2022</time></span><span class="posted-on updated-on">Last Updated On <time class="entry-date published updated" datetime="22-12-03IST21:46:48+00:00">December 3, 2022</time></span><span class="author-info"> by <a href="/blog/author/akshra">Akshra Gj</a></span></div><span class="read-info"><span class="read-time">5</span> Mins Read</span></div></header><div class="entry-content"><p><span data-doc-id="4504799000037320561" data-doc-type="writer">Time has become a critical competitive advantage in today's business markets where </span>"rapidity drives revenue." Due to ongoing advancements in technology and individualization, customers have become more impatient and expect rapid resolutions to their issues. But when you're handling customers in bulk, how do you effectively compartmentalize the incoming calls to help your callers navigate to the right solutions at the right time with Zoho Voice?</p><p><h3><span data-doc-id="4504799000037320561" data-doc-type="writer">What is an IVR phone tree?</span></h3></p><p><span data-doc-id="4504799000037320561" data-doc-type="writer">An IVR phone tree is an automated multilevel telephone information system that interacts with your callers by greeting them, gathering their choices</span>, and routing them intelligently to the right solution provider. Callers respond by pressing the dual-tone multi-frequency (DTMF) phone keys to register their choices, which connects them to their destinations, as programmed in the IVR.</p><p><img class="size-full wp-image-106246 alignnone" src="https://blog.zohowebstatic.com/sites/zblogs/images/voice/screenshot-2022-03-21-at-12-2022-04.png" alt="" width="2000" height="1126" /></p><p><h3><span data-doc-id="4504799000037320561" data-doc-type="writer">Best </span>practices that deliver a better IVR experience</h3></p><p><ul data-list-id="70089993" data-list-format="{"level0":{"type":6,"startsWith":1},"level1":{"type":7,"startsWith":1},"level2":{"type":8,"startsWith":1},"level3":{"type":6,"startsWith":1},"level4":{"type":7,"startsWith":1},"level5":{"type":8,"startsWith":1},"level6":{"type":6,"startsWith":1},"level7":{"type":7,"startsWith":1},"level8":{"type":8,"startsWith":1}}" data-spl-bullet-format="{}" data-doc-id="4504799000037320561" data-doc-type="writer"></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Keep your IVR menus clear and simple, and relay only essential information.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Avoid killing your callers' patience with a wide variety of IVR menus. Enable them to choose easily by not crossing more than five menu options under each level.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">State the function first and then the directions. Example: Instead of “Press <em>1</em> for Sales,” say “For Sales, press <em>1</em>.”</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Once in an IVR menu, make sure your callers are informed of the menu they've chosen. Example: "You have pressed <em>1</em>. Welcome to Sales."</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Always provide your callers an exit route through options that help them return back to the main or previous IVR menu.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Give your callers an option to connect with an agent at any stage in the IVR.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Keep your customers informed of their position in the IVR queue.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Use simple, user-friendly language throughout your IVR tree.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Choose a professional voice talent with a warm voice for your audio IVR.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">Use a single voice throughout your IVRs. Refrain from using multiple voices as it may cause voice mismatches and confuse listeners. You should also maintain a uniform volume and pitch throughout the whole IVR.</p></p><p></li></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="70089993" data-list-info="{"id":70089993,"l":0}">IVRs often serve as the first interaction with your customers. Make sure it reflects your brand or business by adding character to it.</p></p><p></li></p><p></ul></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><span class="EOP"> </span>Tweaking your IVRs can eliminate various issues that trigger confusion and frustration in your customers, and can prevent them from getting lost in a maze of menus.</p></p><p><h3><span data-doc-id="4504799000037320561" data-doc-type="writer">How to set up an IVR using Zoho Voice?</span></h3></p><p><p class="zw-paragraph" data-textformat="{"type":"text"}" data-margin-bottom="0pt" data-line-height="1.2" data-doc-id="4504799000037320561" data-doc-type="writer">Zoho Voice enables you to set up an automated <strong>interactive voice response (IVR)</strong> to help your customers navigate to the right team and agent when they call a specific phone number. IVR is more suited for complex businesses for whom streamlining the caller experience enhances the efficiency of customer engagement and the productivity of your agents.</p></p><p><p class="zw-paragraph" data-textformat="{"type":"text"}" data-margin-bottom="0pt" data-line-height="1.2"><span class="EOP"> </span>Would you like to explore how Zoho Voice's IVR works? <a href="https://www.zoho.com/voice/signup.html">Try it for free!</a></p></p><p><h5 data-textformat="{"type":"text"}" data-margin-bottom="0pt" data-line-height="1.2"><span data-doc-id="4504799000037320561" data-doc-type="writer">Creating an IVR Profile</span></h5></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"type":"text"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-doc-id="4504799000037320561" data-doc-type="writer">To create a new IVR, go to the Call Config page and click <strong>Create New IVR</strong> for the number of your choice. This takes you to the <em>IVR Menu Config</em>, where you can design the call flow for the IVR Profile.</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><span class="EOP"> </span>Configure the service menus and define how each IVR level branches out and executes the call flow.</p></p><p><p data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><img class="alignnone size-full wp-image-106252" src="https://blog.zohowebstatic.com/sites/zblogs/images/voice/ivr-screenshot-2022-04.png" alt="" width="510" height="556" /></p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0in" data-text-indent="0in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-doc-id="4504799000037320561" data-doc-type="writer"><strong>Announcement:</strong> This is the opening message that is played when a caller calls this number. You can use text or upload an audio file to configure messages.</p></p><p><p data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><strong>DTMF key: </strong>Assign a key to each service menu. The key can be a number from zero to nine, star (*), or pound (#).</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0in" data-text-indent="0in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-doc-id="4504799000037320561" data-doc-type="writer"><strong>Action:</strong> The selected key can be assigned to a specific action. There are six actions.</p></p><p><ul data-list-id="90367913" data-list-format="{"level5":{"type":8,"startsWith":1},"level4":{"type":7,"startsWith":1},"level7":{"type":7,"startsWith":1},"level6":{"type":6,"startsWith":1},"level8":{"type":8,"startsWith":1},"level1":{"type":7,"startsWith":1},"level0":{"type":6,"startsWith":1},"level3":{"type":6,"startsWith":1},"level2":{"type":8,"startsWith":1}}" data-spl-bullet-format="{}"></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="90367913" data-list-info="{"id":"90367913","l":0}"><strong>Play IVR</strong> - This action takes the caller down to the next level of IVR menu.</p></p><p></li></p><p></ul></p><p><ul data-list-id="32145557" data-list-format="{"level5":{"type":8,"startsWith":1},"level4":{"type":7,"startsWith":1},"level7":{"type":7,"startsWith":1},"level6":{"type":6,"startsWith":1},"level8":{"type":8,"startsWith":1},"level1":{"type":7,"startsWith":1},"level0":{"type":6,"startsWith":1},"level3":{"type":6,"startsWith":1},"level2":{"type":8,"startsWith":1}}" data-spl-bullet-format="{}"></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="32145557" data-list-info="{"id":"32145557","l":0}"><strong>Call Agent / Queue</strong> - The caller gets dispatched to a relevant agent or queue.</p></p><p></li></p><p></ul></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2">A <strong>Call Action Handler</strong> has to be configured to assess the availability of the assigned agent or queue. If the specific agent is unavailable (busy/offline), the caller can be diverted to a voicemail or to relevant sub agents or queues.</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2">When directed to a voicemail, you can configure a message asking the caller to leave a message detailing their queries, to be answered by the agent later.</p></p><p><ul data-list-id="39332410" data-list-format="{"level5":{"type":8,"startsWith":1},"level4":{"type":7,"startsWith":1},"level7":{"type":7,"startsWith":1},"level6":{"type":6,"startsWith":1},"level8":{"type":8,"startsWith":1},"level1":{"type":7,"startsWith":1},"level0":{"type":6,"startsWith":1},"level3":{"type":6,"startsWith":1},"level2":{"type":8,"startsWith":1}}" data-spl-bullet-format="{}"></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="39332410" data-list-info="{"id":"39332410","l":0}"><strong>Forward to</strong> - Forwards the caller to an alternate number. This can be a Zoho Voice number or any other external number.</p></p><p></li></p><p></ul></p><p><ul data-list-id="22015692" data-list-format="{"level5":{"type":8,"startsWith":1},"level4":{"type":7,"startsWith":1},"level7":{"type":7,"startsWith":1},"level6":{"type":6,"startsWith":1},"level8":{"type":8,"startsWith":1},"level1":{"type":7,"startsWith":1},"level0":{"type":6,"startsWith":1},"level3":{"type":6,"startsWith":1},"level2":{"type":8,"startsWith":1}}" data-spl-bullet-format="{}"></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="22015692" data-list-info="{"id":"22015692","l":0}"><strong>Call an Extension</strong> - Enables the caller to key in the extension of a specific agent.</p></p><p></li></p><p></ul></p><p><ul data-list-id="33805404" data-list-format="{"level5":{"type":8,"startsWith":1},"level4":{"type":7,"startsWith":1},"level7":{"type":7,"startsWith":1},"level6":{"type":6,"startsWith":1},"level8":{"type":8,"startsWith":1},"level1":{"type":7,"startsWith":1},"level0":{"type":6,"startsWith":1},"level3":{"type":6,"startsWith":1},"level2":{"type":8,"startsWith":1}}" data-spl-bullet-format="{}"></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="33805404" data-list-info="{"id":"33805404","l":0}"><strong>Go to Prev</strong> - Redirects the caller to the parent level menu.</p></p><p></li></p><p></ul></p><p><ul data-list-id="33805404" data-list-format="{"level5":{"type":8,"startsWith":1},"level4":{"type":7,"startsWith":1},"level7":{"type":7,"startsWith":1},"level6":{"type":6,"startsWith":1},"level8":{"type":8,"startsWith":1},"level1":{"type":7,"startsWith":1},"level0":{"type":6,"startsWith":1},"level3":{"type":6,"startsWith":1},"level2":{"type":8,"startsWith":1}}" data-spl-bullet-format="{}"></p><p><li></p><p><p class="zw-list zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-left="0.5in" data-text-indent="-0.25in" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-list-id="33805404" data-list-info="{"id":"33805404","l":0}"><strong>Go to Main Menu</strong> - Redirects the caller to the main menu.</p></p><p></li></p><p></ul></p><p><p data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><strong>Welcome message:</strong> This is the message that the caller will hear after they click the key to select this menu. This informs the caller where/who they are being taken to.</p></p><p><p data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><strong>⨁</strong> : The <strong>Add</strong> icon extends the number of parent service menus and corresponding sub menus under each parent service menu.</p></p><p><h5 data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><span data-doc-id="4504799000037320561" data-doc-type="writer">Cloning an IVR </span>profile</h5></p><p><span data-doc-id="4504799000037320561" data-doc-type="writer">You can clone an IVR profile you have already configured for a number and use it for a different number</span>. Click <strong>Clone IVR</strong> in the IVR profile section in the <em>Call Config</em> page and select the required IVR configuration to be used for the number.</p><p><span data-doc-id="4504799000037320561" data-doc-type="writer">When you clone an IVR that has agents or queues to whom the new number is not assigned, agents will still be able to receive calls made to the new number.</span></p><p><h5><span data-doc-id="4504799000037320561" data-doc-type="writer">Preview IVR</span></h5></p><p><span data-doc-id="4504799000037320561" data-doc-type="writer">In order to test if the call flow designed is delivering the right caller experience</span>, and to make any necessary changes, Zoho Voice offers a <strong>Preview IVR</strong> option. Clicking on it pops up the IVR Key pad.</p><p><img class="alignnone size-full wp-image-106258" src="https://blog.zohowebstatic.com/sites/zblogs/images/voice/zoho-voice-ivr-keypad-2022-04.png" alt="" width="244" height="306" /></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2" data-doc-id="4504799000037320561" data-doc-type="writer">Key in the required DTMF keys to see if the target action plan leads the caller through a simple, logical, and efficient call flow. The preview screen in the key pad presents each text message under the call flow. Once you find the configuration satisfactory, click the <strong>Save</strong> option.</p></p><p>Zoho voice deploys a sophisticated text-to-speech module that helps your organization deliver its IVRs in a customized automated voice in over 16 languages.</p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data-margin-bottom="0pt" data-hd-info="0" data-line-height="1.2"><span class="EOP"> </span><a href="https://www.zoho.com/voice/signup.html">Sign up</a> now and equip yourself with powerful features like IVRs that can do all the heavy lifting for your agents and help them deliver great customer experiences—all while reducing costs for your business.</p></p></div><footer class="entry-footer clearfix"><span class="cat-tags-links"><span class="cat-links"><span class="cat-icon"><i class="fa fa-folder-open"></i></span><span class="screen-reader-text">Categories</span><a href="/blog/voice" rel="category tag">Zoho Voice</a></span><span class="tags-links"><span class="tags-icon"><i class="fa fa-hashtag" aria-hidden="true"></i></span><span class="screen-reader-text">Tags</span><a href="/blog/tag/add-ivr" rel="tag" > #add ivr</a>, <a href="/blog/tag/call-center-experience" rel="tag" > #call center experience</a>, <a href="/blog/tag/contact-center-tools" rel="tag" > #contact center tools</a>, <a href="/blog/tag/customer-service-experience" rel="tag" > #customer service experience</a>, <a href="/blog/tag/dtmf-response" rel="tag" > #dtmf response</a>, <a href="/blog/tag/ivr" rel="tag" > #IVR</a>, <a href="/blog/tag/ivr-benefits" rel="tag" > #ivr benefits</a>, <a href="/blog/tag/ivr-best-practices" rel="tag" > #ivr best practices</a>, <a href="/blog/tag/ivr-phone-system" rel="tag" > #ivr phone system</a>, <a href="/blog/tag/ivr-service" rel="tag" > #ivr service</a>, <a 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