IVR Services – FAQ will get you the all answers instantly, If you are looking to get started. We covered 95% of our customer’s questions in below Interractive Voice Response (IVR) faq’s.
Question: What is the Virtual Receptionist service?
Answer : Virtual Receptionist is a Auto Telephone Answering Service where a welcome greeting plays as soon as a customer calls your number and based on the selection calls can be routed to right people/dept. Virtual Receptionist is available in standard and advance versions. In standard version features like welcome greeting, office hours setup, call forwarding, voice recording, sorry message configurations are available. In advance add on multi-level menu, multi-department features are available. In advance version, you can automate a complete IVR /call center before transferring the call to the executive of a particular department.
Question : Who can use Virtual Receptionist?
Answer : Any business that requires a professional receptionist to answer and route their telephone calls such as Individuals – franchisers, lawyers, accountants. Companies like – Recruitment, property dealers, insurance, travel, restaurants, hotels, web development, car service industry etc. Virtual Receptionist can be easily and effectively used by any size of company – small or large. Our plans cater to all type of segments.
Question : How does the receptionist service work?
Answer : We allocate a single 10 digit phone number to you Or you can have your existing number, which is integrated with our cloud telephony system. When a customer calls phone number provided by us, he/she is played out a welcome greeting and call is forwarded to a number from the pool of configured numbers. All calls can be recorded and stored for quality and monitoring purpose.
Question : Do you have a FREE Trial/demo setup?
Answer : The FREE demo setup is totally FREE and there is NO Obligation to continue with the service after the Free personalized demo for you! In the FREE demo setup,
Question : What do you mean by single phone number?
Answer : To receive calls we allocate a single 10-digit number or a Toll Free-1800 number. Single number is used to configure all the call flow. Enterprise can publish these numbers to their users.
Question : How many calls can be handled by the System?
Answer : Virtual receptionist is a fully scalable platform. We provide solutions starting from single channel to up to hundreds of channels. You can opt from single channel, three channels, five channels etc. based on your call volumes. Our support team can help you in providing the right provisioning based on call traffic expectations.
Question : Is there any charge on voice recording?
Answer : No, all Virtual Receptionists’ features – call forwarding, voice recording, greetings are part of the solutions. We do not charge anything extra for voice recording.
Question : How can I set up Virtual Receptionist service for normal business hours and the 24 x 7 service?
Answer : You can set up your office working time (9AM to 6PM). Callers are greeted with welcome message and calls are transferred to the executives. For non office hours, alternate/sorry message is played out and customer can leave the voice mail or can reach emergency numbers!
Question : What is a voice mail?
Answer : During non-working hours, customer can leave a voice message and request for call back. Audio message recorded by caller is emailed to the executives for all the calls received during non-working hours. Calls details are also available in the dashboard. Or at time of heavy call flow, Incase of all agents are busy for certain time limit – call can be moved to voicemail.
Question : How much time is needed for the Set up?
Answer : Once we allocate a single number to you, you can immediately start. Configuration and setup takes only 1-2 hours.
Question : Is the single number allocated exclusive for me- Incase of, I opted a number from you?
Answer : Yes, Single number is allocated only to a single client. There is no multi- allocation of a number.
Question : Am I able to upgrade as my call volumes may increase?
Answer : Yes. You are able to upgrade at any time to suit your call volumes. Our support and billing team will provide you the top up plans.
Question : How do I know which plan I should be on to ensure I am paying only for what I really need?
Answer : Our basic, standard and advance options are based on the service model. Once you purchase a plan and login you will be able to view and configure the Virtual Receptionist based on the plan purchased by you.
Question : How many staff members can be configured to receive calls?
Answer : You can configure any number of staff members – 2,3 ,5 10 and more. Based on your business logic and plan you can create multi-level and multi-department system (press 1 for sales, press 2 for support etc.). In each department you can configure multiple staff/executives.
Question : How are calls transferred to the Staff/Executives?
Answer : Calls are transferred based on Sequential, Parallel and Round Robin etc. methods.
In Sequential method, are transferred one by one to the staff members. If a Staff member is busy or does not pick up the call then call is transferred to the next free Staff member.
In Parallel method, Call will be placed to all staff member at a same time, who picks call 1st will continue discussion with caller and others call get disconnected at a same time.
In Round Robin method, are transferred one by one to the staff members. Its calculate the calls received by the staff member and accordingly connect the call.
Question : What other service can I avail?
Answer : We provide a unified messaging experience to the customers. If need to communicate to your users using SMS and Email ,we can provide you the solution.
Question : How is Single number charged?
We provide a 10 digit single number for the Virtual Receptionist and it comes free with the Plan. However if customer requires a premium 10 digit number than one time charges are applicable Or customer can use his existing number for Virtual Reception (But charges will be applicable as per telecom operator)
Question : In which countries are your IVR Services available for use ?
We serve more than 65 countries in APAC region, with a major presence in India
Question : How can I avail IVR Service outside India from you ?
All you need, a dedicated number for your country from us, we have dedicated teams to serve you. You can get in touch with us Click here