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An auto-attendant streamlines your inbound call management by automatically answering calls, greeting callers, and routing them to the appropriate destination. This feature is also known as a cloud attendant, digital receptionist, or hosted IVR.

Most IVRs allow you to upload and customize greetings, messages, prompts, voicemails, and more. But before you set up your auto-attendant and record these messages, you’ll need to create different auto-attendant scripts that fit your business and customer’s needs.

Let’s go over what information these scripts should include, best practices, and examples of auto-attendant scripts for your business.

Types of scripts we’ll cover:

• Greeting and Main Menu Scripts
• Voicemail Scripts
• Holiday Scripts
• Disaster Response Scripts
• Scripts for the Healthcare Industry [Pharmacies + Clinics]
• Scripts for Software and Technology Companies
• Scripts for Financial Services
• Scripts for Travel and Tourism Companies
• Scripts for Marketing Services

What Should Auto-Attendant Scripts Include?

Many companies use IVRs to effectively manage inbound calls and fluctuating volumes. And since these systems are completely customizable, they vary from business to business. However, there are basic elements that every auto-attendant should include. Let’s take a look:

• A greeting, introduction, or welcome message
• Business name
• Business hours
• Alternate language options (if applicable)
• A disclaimer if you’re recording the conversation (if applicable)
• Options to talk to a live representative
• And next steps if no one is available to help them (i.e., leave a voicemail, chat online, callback options, etc).

When writing your auto-attendant scripts, use these necessary elements as a starting point. This way, you can quickly establish your basic prompts and options – allowing you to focus on more complex call flows.

Best Practices For Creating and Recording Auto-Attendant Scripts

Your cloud attendant is often the first thing a customer interacts with when contacting your business. So, it’s important to get it right and design a customer-friendly system. To ensure your auto-attendant works as intended, here are 5 best practices for creating and recording your scripts.

1. Reflect your brand’s tone and identity

All business messaging should reflect your brand’s voice, and the same goes for your phone system. This practice helps your business stand out from competitors and build a consistent experience across all your touch-points. So, consider the word choice and tone of your auto-attendant script and how the speaker articulates it.

2. Cater to your target audience

Your prospects and customers are the ones who interact the most with your auto-attendant. As such, it’s important to prioritize their needs by putting popular phone menu options first. This way, they can quickly find solutions to their issues without listening to a list of irrelevant options.

3. Keep it short and simple

Keep every aspect of your IVR concise and straightforward. Don’t want to overwhelm callers with information, as this will ultimately confuse them and increase handling times. Avoid offering too many menu options and recording lengthy messages. And only use jargon when necessary.

4. Always use a human voice

Since hosted IVR offers personalization capabilities, you don’t have to use an automated voice. Using a human voice breathes life into your phone system. It humanizes your brand and keeps callers engaged. Ask employees to lend their voice and record your prompts in-house, or outsource this task to professional services.

5. Pay attention to audio quality

Bad audio quality can cause your cloud attendant to sound muffled or distorted – leading to confusion. For the best audio quality, record in a quiet setting with sound-absorbing materials. And consider investing in a quality microphone.

Standard Auto-Attendant Scripts

Now, let’s get into some examples of auto-attendant scripts. We’ll start with standard scripts that are generic enough to work for most industries and businesses. You can implement them as is or use these scripts as a foundation to further customize them so they fit your brand identity and communication needs.

Greeting and Main Menu Scripts

This is the first thing callers hear and interact with when the line connects to your business phone system. Here are some examples:

Voicemail Scripts

Provide customers with an option to leave your business a message by setting up a voicemail option. This way, you present an alternate option to callers in case your business is closed or all representatives are busy.

After-Hours Script

When customers call outside your normal business hours, these after-hours scripts inform them of your hours and alternate options to contact your business.

Holiday Scripts

Updating your auto-attendant for the holiday season lets callers know your holiday hours and when regular business hours will resume. And it gives you a chance to get creative and festive with your business’ voicemail and prompts.

Disaster Response Scripts

Disasters often occur without warning and can lead to extended downtime. These types of interruptions to your service cause diminished brand reputation and loss of customer trust. This is especially true if customers don’t know your business is experiencing a crisis. Since IVR is a cloud-based feature, you can update it from any internet- or WiFi-connected device and let customers know about the delay in operations.

Related: How Much Does an IVR Cost?

Auto-Attendant Scripts By Industry

Looking for scripts more tailored to your specific industry? Whether you’re in the healthcare industry or marketing, we’ve got you covered with examples.

Healthcare Industry [Pharmacies + Clinics]

If you’re in the healthcare industry, you know that customers and patients call for a number of reasons. Whether they request information, schedule appointments, or refill prescriptions, it’s important to promptly assist them. This is why auto-attendant is a great solution for healthcare services. Let’s take a look at some script examples.

Software and Technology Sectors

Over 66% of customers typically use the phone to resolve issues with a company. And for software and technology-based businesses, this is crucial as they often offer tech support for troubleshooting or sales services for new products. In this case, auto-attendant helps you figure out why customers are calling and directs callers to their desired department. Here are some examples of how software and technology services can use this feature.

Financial Services

Financial institutions offer customers a wide range of services. Using an auto-attendant, you can easily direct callers to investment, debt management, and card activation services. And with its personalization capabilities, you can create the perfect IVR for your business. Here are some scripts designed for finance companies.

Travel and Tourism Industry

46% of consumers said their recent experiences when calling a travel or hospitality company were “just OK.” When it comes to travel, your business’s best interest lies in making the process for reserving, canceling, and more easy and worry-free. Auto-attendant not only helps improve caller experience by efficiently managing each call, but also establishes your business’ professional image. From travel agencies to hotels and resorts, let’s take a look at how those in the travel and tourism industry can use an IVR.

Marketing Services

An auto-attendant gives your marketing or advertising agency the opportunity to further establish your brand. You can use IVR’s custom messages to introduce new clients to your business, promote your services, and solidify your professional reputation. Let’s take a look at how marketing and advertising agencies can use this technology.

Set Up Auto-Attendant with Global Call Forwarding

With your scripts ready to go, you’re all set to configure IVR for your business. You can get auto-attendant software with Global Call Forwarding when you purchase any of our phone number plans. This means you’re not paying additional fees to use this communication feature. Then, you can record your scripts and set up a cloud attendant through our online control panel.

Need additional help getting auto-attendant setup? Check out our step-by-step guide or call us at +1 (561) 908-6171. We’re here to help 24/7!

Need a cost-effective way to manage your inbound call flow and fluctuating call volumes? Simply, set up an auto-attendant to effectively manage incoming calls.

In this article, we’ll walk you through how to set up an auto-attendant and why businesses need it.

What is an Auto-Attendant?

An auto-attendant is a cloud communication feature that automatically answers your inbound calls. It then gathers information from callers by providing them with a set of predetermined menu options and waiting for the caller’s input (on the keypad).

Based on their input, the auto-attendant routes callers to their desired department. In other words, this VoIP feature acts as a virtual receptionist or operator for your business and ensures callers arrive at the correct destination.

Example of an auto-attendant:

• Caller dials your business phone number.
• Auto-attendant answers the call and plays a preset greeting.
• Then, it asks the caller to press 1 for English or press 2 for Spanish.
• When the caller presses 1, it triggers English menu options.
• When the caller presses 2, it triggers Spanish menu options.
• If no option is selected, it repeats the message 5 times. After the 5th time, it ends the call.

Why Should Businesses Set Up An Auto-Attendant?

Many businesses set up auto-attendants to effectively control the way callers move through their phone system, manage fluctuating call volumes, and much more. Here are some reasons why businesses need this VoIP solution.

• Avoid missed calls as the auto-attendant immediately answers every inbound call, even during a volume surge. So, you can establish a reliable and consistent business phone system – allowing you to stay on top of incoming opportunities and sales.

• Customize menu options to align with your brand identity as well as customer needs using personalized greetings, menu prompts, messages, voicemails, and more.

• Save on costs associated with live receptionists, secretaries, and operators by automating call management.

• Improve caller experience by promptly answering calls and accurately routing callers to their desired destinations – decreasing wait and handling times.

• Increase accessibility using call forwarding and routing capabilities to provide 24/7 global customer support or after-hours services.

• Optimize team workloads since auto-attendant connects callers to the proper department or extension – minimizing the amount of irrelevant and repeat callers. This frees up your employees’ time, allowing them to focus on more complex tasks that require a human touch.

How to Set Up an Auto-Attendant

Now that we’ve covered the basics, let’s get into how to set up an auto-attendant for your business in a few simple steps:

1. Get a Phone Service
2. Design Your Call Flow
3. Upload Custom Messages and Add Destinations
4. Equip Actions and Triggers
5. Configure Routing and Forwarding Rules
6. Test Your Auto-Attendant

1. Get a Phone Service

To set up an auto-attendant for your business, you first need to get a phone service. There are many different providers on the market, so make sure you research to find the best solution for your specific needs.

When choosing a phone service provider, it’s (of course) important to find one that offers the auto-attendant feature. But you should also consider:

• How long they’ve been in the market
• If their pricing points match your budget and if they have any setup or hidden fees
• How quickly you can get set up
• What other features they offer
• How much uptime they guarantee and how reliable their service is.

After you find a provider, browse through their phone number inventory and select the phone number that best fits your communication needs. Then, sign up for the service and wait for your provider to activate it.

2. Design Your Call Flow

Next, develop your incoming call flow to visualize the way calls travel within your system. It’s important to take your time when outlining your call flow template, as a well-designed flow helps improve caller experience and increase efficiency.

Start by envisioning what you want to happen when a customer calls your business. And remember to focus your auto-attendant and call flows on the customer’s needs by factoring in recurring queries and key pain points. This way, callers can resolve their queries quickly and easily.

• When designing your call flow, consider the following:
• What greetings, messages, or prompts do you want the caller to hear?
• What menu options do you want to offer them? Will you include self-service options?
• Which departments and extensions will you include?
• How will they move down the call flow and find the right person to speak with?
• Are all of your menu options essential, and is there enough demand to include them?
• What happens if someone is unavailable or if the caller contacts your business after-hours?

3. Upload Custom Messages and Add Destinations

Setting up an auto-attendant is even easier when you prepare the necessary materials beforehand. This includes uploading custom voice messages and adding your destinations – which you’ll configure in your provider’s control panel.

Begin with drafting and recording scripts for your business’ greetings, prompts, and voicemails. You can do this in-house or outsource this task to professional services. Record these messages using a recording software or directly through your provider’s control panel. If you don’t want to record them in-house, you can buy recordings from audio providers. Once you have your recordings, upload these custom messages to your auto-attendant interface.

Next, it’s time to add all the destinations you plan to include when setting up your auto-attendant. You can add single phone numbers or create ring groups for different departments. And you can even add email addresses to forward faxes and voicemails.

4. Equip Actions and Triggers

Once you’ve planned and prepared the necessary materials, you’re ready to set up your call flow in the control panel. The auto-attendant’s available capabilities and action options will depend on what your provider offers.

We offer many actions and triggers that help you quickly build simple to complex call flows. These options include:

• Announcement – to play a message or greeting
• Phone Call – to direct the call to a specific destination, individual, or department
• Voicemail – to forward calls to your voicemail
• Fax – to send incoming faxes to your email
• Go To – to redirect callers to a previous destination in your auto-attendant’s call flow, such as the main menu
• User Menu / User Input – to create a menu with voice messages and menu options for callers select
• Routing Actions – to route calls to alternate destinations depending on time of day or caller ID.

Each action and trigger comes with additional options, allowing you to configure further pathways. You can choose how basic or complex you want to go with an auto-attendant. And set up simple or multi-level auto-attendant phone menus, based on your requirements.

To avoid confusion or misconfiguration, remember to use the call flow you developed earlier to guide you through each step. This will help keep you focused on setting up an efficient auto-attendant that addresses the customer’s needs.

5. Configure Routing and Forwarding Rules

When equipping actions and triggers, you also have the option to configure routing and forwarding rules for your business. Customize these rules and apply them to your entire business or specific departments and individuals. Different routing and forwarding options enable your business to remain accessible to customers after-hours or provide 24/7 customer support.

Let’s take a look at different routing options Global Call Forwarding offers:

• Time-based Routing – direct calls to different destinations during a certain time of the day or period of time. (Used for: special holiday routing, after-hours services, and 24/7 support)

• Location-based / Caller ID Routing – route calls based on the incoming caller ID or location. (Used for: global customer support and connecting distributed teams)

• Failover Forwarding – to forward unanswered calls to an alternate destination. (Used for: backup support and building your system’s redundancy)

In addition to these, you can also set up other routing rules such as holiday routing, sequential forwarding, simultaneous ringing, etc. While you can easily configure these through the control panel, our tech support team is happy to help get you set up.

6. Test Your Auto-Attendant

After you finish configuring and setting up your auto-attendant, make sure to test your pathways. This way, you know that every action, trigger, and option works how you want them too. Evaluate your auto-attendant for unnecessary complexities and dead ends by going through each option and collecting feedback from customers.

Set Up Auto-Attendant with Global Call Forwarding

You can get our auto-attendant software, when you purchase any of our phone number plans. This means you’re not paying additional fees to use this communication feature. Then, you can set up an auto-attendant through our online control panel and modify it at any time.

Still need help with auto-attendant setup? Check out our step-by-step guide or call us at +1 (561) 908-6171. We’re here to help, 24/7!

Call transfer is a cloud telephony feature that lets you place a call on hold and immediately transfer it to another department, agent, or call center.

In other words, you connect a phone call from one user (original receiver) to another (the desired department or employee).

Now, there are a few different ways you can transfer calls — manually, automatically, via a receptionist, and so on.

In this article, we will look specifically at cold and warm transfers.

Types of Call Transfers: Cold vs Warm Transfers

Call transfers are an important part of any business communication system. It enables your employees to send callers to the right person efficiently and accurately — without the caller having to hang up and call again.

There are many reasons why you may need to transfer calls, such as:

• When callers arrive at the wrong department
• If they need additional help or services
• To collaborate with another expert or colleague
• To address regional or culture-specific needs (language, location, time zone, etc.)

By connecting callers with the right department or agent faster, you can provide more responsive support and a better caller experience.

What is a Warm Call Transfer?

A warm call transfer – live transfer or attended transfer – is the process of one employee answering the call and transferring it to a different employee.

The first employee (who most likely is a receptionist) also passes on any relevant information beforehand. This means that the next employee is up to speed and the caller doesn’t have to repeat themselves.

Example of warm transfer:

1. An existing customer calls your business looking for a specific query (US billing).
2. Your receptionist screens the call by answering it and identifying the customer’s needs.
3. The receptionist then puts the caller on hold and determines the best employee to help the customer (customer service or accountant in charge of US billing).
4. After iterating the query to the employee, the receptionist transfers the call to that employee.

Benefits of warm call transfers:

• Transfers are personalized to every caller’s needs
• Agents are better prepared to help customers
• Callers don’t have to repeat their request

What is a Cold Call Transfer?

A cold call transfer – automated transfer or unattended transfer – is the process of a call being transferred to another agent without a receptionist or live agent speaking with them first.

In this case, the automated IVR or auto-attendant answers the call. This cloud telephony feature presents the caller with a set of menu options (through pre-recorded messages) or the opportunity to enter an extension. The caller selects an option or inputs an extension, upon which they are automatically transferred to their desired destination. In this option, the end agent is not briefed on the call.

Example of cold transfer:

1. An existing customer from Mexico calls your main business phone number looking for a specific query.
2. Your auto-attendant automatically transfers the caller to your South American customer support center.

Another example of a cold transfer with an IVR:

1. An existing customer calls your main business phone number looking for a specific query.
2. Your IVR answers the call, greets the customer, plays an announcement (if needed), and presents the caller with menu options – such as Press 1 for English, Press 2 for Spanish.
3. Depending on the caller’s input, the IVR transfers the call to the appropriate agent OR presents the next set of menu options – such as Press 1 for Customer Support, Press 2 for Account Activation, Press 3 for Billing.
4. Then, based on caller input, the IVR transfers the caller to the next available agent in the selected department.

Benefits of cold call transfers:

• Quick, automatic, and accurate transfers
• Can handle multi-level transfers
• Round-the-clock and after-hours support
• Offers self-service options

How to Transfer Calls

Most phone service providers will offer this ability – both cold and warm transfers – with their phone service. So, check with your existing provider. If you can’t transfer calls the way you want, you can always look for a VoIP provider who offers it along with other cloud calling features.

Providers like Global Call Forwarding include Attended Call Transfer and Advanced IVR with our phone number plans. Once subscribed to our service, you can use our IVR manager to set up automatic transfers or use our Softphone to transfer calls within your network.

See how easy it is to transfer calls with the GCF softphone.

Want to see it in action and decide between cold vs warm transfer for your business phone system? Our telecom experts are here to help! Request a demo or sign up for a free trial.

Need an automated voice response to answer incoming calls and help callers reach the right agent? A hosted IVR can help your business manage incoming calls more effectively so that your teams can provide service without any interruptions. Learn more about how this feature works and where to get it!

Understand Hosted Interactive Voice Response Solutions

Interactive voice response (IVR) systems are often offered as part of a business phone service or cloud telephony package. As such, you will use no-code IVR software to create and manage call flows through an online portal.

This cloud telephony feature is also called cloud IVR or advanced IVR.

What is Hosted IVR?

Hosted IVR is a cloud-based automated voice response system that answers and interacts with callers to route them to the right department or agent.

Cloud phone service providers offer this feature so that users can manage incoming call flows and effectively distribute inbound calls among different agents, departments, locations, and ring groups.

An example of hosted IVR:

Upon receiving an incoming call, the automated voice response answers it and interacts with the caller. It tries to find out why the caller is calling by offering a series of preset menu options, such as “Press 1 for X, Press 2 for Y.”

Then, based on caller input, the hosted IVR automatically routes the caller to the requested destination. All of this takes place without the help of an operator or receptionist.

How Does an Automated Voice Response System Work?

Hosted IVR is a cloud communication solution. In other words, it is a service that works over the internet and is hosted by a provider. So, to use it, you will first need to get the service from a cloud phone provider.

Once you have access to the feature, you will log in to your phone service account and use an IVR manager or call flow designer to create your hosted IVR system.

Through this interface, you can add your custom call flows and routing rules through (commonly offered) trigger actions such as:

• Add a phone menu – different options you want to provide to callers
• Forward call to – phone number, ring group, voicemail
• Record voice messages – instructions, navigation, company info
• Add ring groups and call groups – different departments, locations, remote teams
• Play an announcement – new company policy, updated hours
• Route calls – time-based, location-based, caller ID-based, custom routing rules.

Move these triggers around to create a custom flow for your incoming calls.

Need an example? Watch how Global Call Forwarding customers can create call flows in our IVR manager.

What are the Advantages of Cloud IVR?

The main benefit of using a hosted IVR service is how it helps a business offer better customer service. You can design optimized call flows that distribute calls effectively and ensure callers receive support quickly.

Here are the top reasons why businesses use IVR:

• Easy to set up and manage
• Customizable options with multiple triggers and actions
• Automate inbound call processes
• Support fluctuating call volumes
• Reduce the number of missed or abandoned calls
• Set up phone menus and create call flows specific to your business
• Balance team workloads and increase productivity
• Set up advanced routing and failover strategies
• Offer after-hours support and self-service options
• Reduce wait times and improve overall caller experience

How Much Does Hosted IVR Cost?

The cost of an IVR depends on a few different factors, such as:

• Nature of charge: Included with your phone service vs charged separately.
• Deployment: Built and managed on-premise vs hosted by a cloud provider.
• Number of business lines: Multiplied by the number of business phone lines you want an IVR for.
• Setup and configuration: Easy-to-design, low-code software vs complicated software that needs paid training.
• Cost of voice recordings: Free recordings done on your own vs buying recordings through online audio services.

Based on how you manage your service and set it up, you can expect anything from $7.95-100/month.

An example of how much IVR costs with Global Call Forwarding:

How Do You Build an IVR System?

So, where can you get hosted IVR and how do you get set up?

First, find a cloud phone service provider if you don’t already have one. Look for a provider that offers IVR as part of their feature set.

Global Call Forwarding offers hosted IVR with all of our virtual phone number plans. Get a new business phone number with us or port your existing number.

Then, you can use their IVR editor to design your IVR as needed.

Log in to your control panel to use our Call Flow Builder to build out your IVR system. Our 24/7 tech support is available to help you create an automated system that works best for your business communication needs. Test and update your call flows as required.

Advanced IVR Solutions with Cloud Calling

Get advanced cloud IVR with Global Call Forwarding and build a phone system that supports your business’ call volume. Improve caller experience by efficiently distributing calls and providing service when your customers need you most.

Call us at +1 (561) 908-6171 or sign up online!

Looking for ways to upgrade and expand your business communication system while improving caller experience? Cloud communication services bring greater flexibility, scalability, and functionality to existing systems. This makes them easy to adapt and use. And, it’s a cost-effective way to reinvent the way your business communicates.

What is Cloud Communication?

Cloud communication refers to the ability to communicate using internet-based tools and services. And a cloud telephony provider is a company that offers cloud-based communication services such as Voice over Internet Protocol (VoIP), video conferencing, instant messaging, and more.

Examples of cloud communication platforms include Global Call Forwarding, Skype, Google Hangouts, 3CX, and more. These platforms allow users to communicate in real-time using either text, audio, or video – all through the internet.

How Does it Work?

Cloud communication enables the virtual sharing of information and data between two or more parties. In most cases, data may be stored on physical servers while the service itself is hosted and managed by a cloud provider.

As mentioned above, this can be done in a number of ways. With cloud communication services, you can make and receive calls, send texts and emails, conference via video, or store data.

VoIP and Virtual Phone Numbers

One of the most common cloud communication tools is voice over IP or VoIP phone services. VoIP uses the internet (instead of traditional PSTN lines) to transmit calls from one endpoint to another. By using the internet, calls travel faster and at a higher quality, making them a preferred option for business communication.

Virtual phone numbers are often used in conjunction with a cloud-based phone system. Unlike a traditional landline phone number, you can use a virtual number with any device that has an internet connection. And you can get a variety of business phone numbers (including local, international, and toll-free numbers) from different countries worldwide.

Together, these make a versatile option for businesses that have employees working remotely or who need to be able to easily connect with customers and clients around the world. Additionally, businesses in new markets can use virtual phone numbers to create a local presence.

Benefits of Using a Cloud Provider for Business Communication

There are many benefits to using cloud communication, but some of the most notable include advanced features, increased flexibility, scalability, and cost savings. Let’s take a closer look:

1. Advanced Features

Cloud communication services come with a variety of advanced features — from automatically routing calls across multiple locations to screen sharing for video conferences.

All of these features help teams communicate effectively with other employees as well as customers. Check out all the business calling features Global Call Forwarding offers.

2. Increased Flexibility

One of the biggest benefits of cloud communication is that it allows businesses to be more flexible in how they communicate. This is because there are no physical limitations on where communication takes place. With VoIP, for example, calls can be made from anywhere with an internet connection. This means that employees can work from home, on the road, or even from a different country and stay connected with colleagues.

3. Scalability

Another major benefit of cloud communication is that it’s highly scalable. This means that it easily scales up or down to meet the changing needs of a business. For example, if a company is expanding and needs more employees, it can add more users to its VoIP system. On the other hand, if a business is downsizing, it can remove lines from its VoIP system to save on costs.

4. Cost Savings

Finally, cloud communication can also help businesses save money. This is because many of the tools and services used for cloud communication are subscription-based, so businesses only have to pay for what they use. Additionally, since cloud communication isn’t restricted to one location, companies can avoid the costs associated with long-distance calls.

How to Upgrade Your Phone System to the Cloud?

Interested in upgrading your business communication to the cloud?

The first step in your transition to the cloud is selecting a cloud communications provider. There are many options available, so be sure to do your research to find one that best suits your needs.

For example, if you want to upgrade your business phone system, look for a VoIP provider or a video conferencing service that integrates into your existing system.

Shop around for prices and features, and pick a provider that meets your communication needs.

If you’re a growing business, be sure to look for a provider that can offer scalability and support your global expansion plans.

Then, set up your new service. Most cloud providers offer number porting or data importing services. This is where you bring a service or data from your older provider to the new one.

For example, you can port your phone number or import business contacts into your new service.

This makes the transition smoother with less downtime.

Cloud Telephony with Global Call Forwarding

Ready to take your business communications to the next level? We at Global Call Forwarding can help you build out your communication stack with advanced business calling functionality.

Call us at +1 (561) 908-6171 or chat with one of our cloud telephony specialists today!

Want to create a responsive and easy-to-navigate phone system? Start with your phone menu to improve caller experience. After all, that’s the first impression your business makes on a customer, and it is an opportunity to cultivate trust.

In this post, we’ll look at what a phone menu is and how you can create one within your interactive voice response system (IVR).

Using a Phone Menu for Small Business

Businesses use automated voice response systems such as IVRs to provide callers with information and then route them to the appropriate department or individual. To do this effectively, the IVR must present the caller with a phone menu.

What is a Phone Menu?

A phone menu is an automated voice greeting that offers menu options to callers through their dialpad and then routes them to their desired destination. Other names include phone tree, call flow, and IVR menu.

A phone menu can have multiple options such as:

• Departments (sales, customer service)
• Services (leave a voicemail, get information), and so on.

And, to provide these options, you can use any of the following actions:

• Play an announcement or recorded message
• Set up automated and/or attended call transfers
• Set up call routing strategies
• Send calls to voicemailSend faxes to emails, etc.

How to Get it?

To use and customize your business’ phone menu, you will need an IVR setup. Most VoIP providers offer IVR as part of their cloud telephony package.

Global Call Forwarding, for example, offers Advanced IVR along with each of our phone number plans. You can then use our Call Flow Designer (IVR Manager) to create custom call flows and phone menus.

Benefits of an IVR Menu

So, what can your business do with a customizable phone menu? Here are a few benefits of hosted IVR for any business:

• Direct callers to the most appropriate departments
• Manage and distribute calls effectively
• Balance workload within the team and increase productivity
• Manage fluctuating call volumes
• Offer after-hours service with routing and voice messages
• Remain accessible at all times
• Improve caller experience and reduce abandoned calls

How to Set Up a Phone Menu?

Before you start setting up a phone menu, keep these things in mind:

• Identify what callers need from your business when they call you
• How you want to provide these services to them

If prospects and customers call for different reasons, then you will need to expand your IVR menu to assist different requests. And that will determine what you need from your phone service provider.

Now, let’s go over how to set up your IVR phone menu:

1. Choose a Business Phone Number or Line

First, if you have multiple business phone lines, choose the one you want to create a phone menu for. Additionally, you can assign multiple phone numbers to the same menu by simply forwarding incoming calls to the phone number with the IVR setup.

If you don’t already have a business phone number, you can get one quickly. Purchase one from a cloud telephony provider like Global Call Forwarding, or port your service to our network and add additional phone numbers.

2. Map Out Your Call Flow

It is not new information that customers can struggle with an IVR system. This is especially true with a phone menu that is poorly designed. It may include unnecessary options, too many options, and may still end up not helping the caller. Yet, IVRs can help so much. So, it is important to create an IVR that is customer-centric.

This means reimagining the customer experience when they call your business. Consider what happens when a call comes in: What do you want the caller to hear? What options do you want to offer them? Which departments and people will be included in the call flow? Are all of these essential and is there enough demand to include them? What happens if someone is unavailable? What options will you offer callers who cannot resolve their requests?

Start with a phone tree template and work your way from there. Here is an example:

For more ideas, check out our call flow templates.

3. Create Menu Options

Once you have everything mapped out, start creating the menu options within an IVR manager.

Global Call Forwarding customers can drag and drop different triggers and actions according to your needs. You can also create ring groups with essential phone numbers and email addresses. And you can record or upload voice messages for different stages of the call flow.

4. Set Routing and Forwarding Rules

With the menu options in place, you can decide how you want to route incoming calls. This depends on how your business operates and where your teams are located.

Here are a few popular routing strategies to consider:

• Time-based – route calls to specific offices, lines, or employees based on the time of the call.
• Location-based (caller ID routing) – route calls based on the caller’s location or caller ID.
• Simultaneous ringing – route and ring calls on each device within a ring group.
• Sequential forwarding – ring calls one after the other on devices within a ring group (provided the previous doesn’t answer).

With these custom rules, you can set up additional 24/7 service with Business hours and after-hours routing or a Follow-the-sun support model.

Still don’t know what the right routing strategy is for your business? Chat with our telecom experts. We can help you set up a call flow and IVR menu that works best for your business needs.

5. Test Your Phone Menu

Finally, test your menu to ensure everything works according to your plan. In fact, even after your phone menu is live, you may want to collect feedback from callers to understand how they interact with your IVR.

Getting IVR Support with Global Call Forwarding

Since our plans come with IVR, we’ve built an intuitive and easy-to-use call flow designer where users can customize and manage their call flows and menus. You can access this within your Control Panel and use our guides to build a phone menu that meets your customers’ needs. And if you need additional help, our tech support team is available 24/7!

Want to set up an advanced IVR system? Purchase a phone number or speak with one of our experts! Call us at +1 (561) 908-6171 or chat with us online.

A brief overview of telephone number mapping (ENUM), its connection to E.164, and how it fits within VoIP and SIP communication systems.

Understanding ENUM

Most 11-digit phone numbers are part of a global numbering plan specified by the International Telecommunications Union (ITU) in Recommendation E.164.

ENUM stands for telephone number mapping. It unifies the international PSTN with internet addressing. And, it defines how to use the Domain Name System (DNS) to locate services associated with E.164 addresses. But what does this mean, and why is it relevant?

Let’s dive in!

What is Telephone Number Mapping?

Telephone number mapping is the process of pairing telephone numbers with internet identification and addresses. Specifically, ENUM (E.164 number to URI mapping) translates phone numbers into internet addresses (URL or IP address), allowing users to dial a phone number and reach a SIP or IP telephony destination.

A server supported by ENUM will search for the dialed phone number within the ENUM tree of the DNS. It does this to see if there is an alternate way to connect the call. If a SIP address exists for that number, the call routes via the internet or IP. Otherwise, it routes normally through the PSTN.

ENUM Registration & Rules

Users must register phone numbers for ENUM just like they would register for a domain. However, many VoIP providers offer to do this for free.

In most cases, you will need to complete the standardized ENUM request form, which is then registered with the International Telecommunication Union, Telecommunication Standardization Sector, and Telecommunication Standardization Bureau (ITU-T TSB). Once registered, the number is ready for international use.

You can then decide and choose rules for how calls should be routed. In fact, you can set up and define specific routes for several call types.

How Global Call Forwarding Can Help

Global Call Forwarding is a cloud telephony service provider. In other words, we help users make and receive calls through the internet and with cloud phone numbers.

You can use our service and Softphone to reach a SIP or IP destination, or to call another VoIP user through their SIP address.

We can provide consultations and solutions to help you with your business calling needs. Want to learn more about telephone number mapping? Call us at +1 (561) 908-6171 and to learn about our international voice service.

Digital transformation can help you modernize your business processes and improve overall efficiency. And one way to accelerate digital transformation within your organization is to utilize more low-code and no-code (LCNC) solutions.

According to research by Appian & Forrester, “84% of enterprises have turned toward low-code for its ability to reduce strain on IT resources, increase speed-to-market, and involve the business in digital asset development.”

In this post, we will specifically look at low-code vs no-code IVR development and how you can build a better business phone system.

Understanding Low-Code vs No-Code Platforms

There has been a steady rise in the use of low-code and no-code (LCNC) platforms recently. The Appian & Forrester research explains that this is because:

• Enterprises are under pressure to do more with what they have.
• Developers struggle to deliver what the business needs on time and securely.
• Low-code accelerates development, meeting enterprise needs for speed.
• Enterprises can turn to low-code to build complex business logic.

Businesses use LCNC platforms to replace outdated enterprise software and add more functionality to applications and processes. And thanks to technological advancement, you can implement low-code and no-code solutions in multiple facets of your business — from contact centers to project management to marketing.

These solutions are designed to be quick to develop and require little-to-no coding. This means that you can upgrade your applications and increase productivity while reducing costs.

LCNC Communication Apps

Businesses can use low-code and no-code communication solutions – such as IVR – to modernize how teams communicate with each other and with customers. Similarly, call centers and contact centers can also use these solutions for improved communication functionality.

The best part — you can do this without costly development cycles.

No-code communication: These turnkey solutions are ready to use right out of the box. You simply “turn the key” and immediately implement these solutions. No coding knowledge required.

Popular no-code communication apps: Intelligent Call Routing, Interactive Voice Response (IVR), SMS, and voice auto-response.

Low-code communication: These customizable, advanced plug-ins enable your dev team to integrate applications into existing business workflows. You can deploy high-value and complex applications quickly. Some coding knowledge or an IT/dev team required.

Popular low-code communication apps: CPaaS use cases such as video integrations or voice APIs.

Comparing Low-Code vs No-Code IVR

More and more businesses use IVR systems to better manage incoming call flows. According to a 2022 IVR study, this is because of an “efficient implementation of IVR systems by telecommunication companies [and] improved network infrastructure,” among other reasons.

So, can your business benefit from such an IVR solution?

Let’s look, specifically, at low-code vs no-code IVR development and what you get with these applications.

No-Code IVR

No-code is specifically designed for non-technical users who want to upgrade their business processes and applications. These individuals have little experience with coding and programming languages. So, they can build, update, maintain, and test applications with no-code tools. And they can add new functionality and capabilities to their applications.

A no-code IVR is usually an IVR editor or manager where you build custom call flows using pre-set rules and drag-and-drop options through an online interface. You don’t require any help from IT. And you keep IVR costs low.

No-code IVR is most useful for marketers, sales, support, and small business owners who want to set up an auto-attendant, but don’t have advanced technical skills.

No-code IVR key takeaways:

• Improved experience and management for non-technical users
• Build, test, and deploy applications without coding
• Fewer dependencies on technical skills
• Reduction in the backlog of IT tasks.

Low-Code IVR

Low-code solutions require some coding. However, it is significantly much less than traditional software development. If you have an in-house IT team with programmers and developers, then you may benefit from a low-code IVR solution. Your programmers can further develop applications and implement more complex solutions that add greater value to your business.

Because you require some level of coding, low-code IVR gives a bit more customization. For instance, no-code IVR can sometimes limit you to pre-designed options. But, you can create advanced rules with additional coding.

Most providers allow you to do this within the application, while others require you to connect to a voice API. In both cases, you will need coding and programming knowledge.

Low-code IVR key takeaways:

• Some coding experience required
• Develop applications quickly
• Add more functionality to existing applications
• Slight dependency on technical skills.

Low-Code vs No-Code IVR: Which is Better?

This depends on what you want to do with your IVR system and what your provider offers.

The key differences between low-code IVR and no-code IVR:

• Level of coding required, and
• Need for technical and programming skills.

So, based on your resources and needs, you can choose the right IVR solution for your business.

Most businesses function effectively with a no-code IVR. This is because, even at its basic level, this solution gives you everything you need. You can add users and departments, route calls to different locations automatically, add voice messages, and so on.

However, if you need a more complex auto-attendant solution – and you have a small team of developers to bank on – you may find a low-code IVR solution more useful. Here, you may be able to build more specific routing strategies for your business setup and integrate other advancements call features.

IVR Solutions from Global Call Forwarding

Cloud telephony providers, like Global Call Forwarding, create easy-to-use IVR systems that you can manage with little-to-no coding.

For example, you simply use and manage your IVR online through our call flow designer. In a few steps and with no code, you can set up call flows and routing strategies for different phone lines and office locations. And, if you have advanced requirements, you can use code to customize your solution or work with our API.

Call us at +1 (561) 908-6171 today to learn more about our advanced IVR solution for businesses and how you can use it! Or chat with our experts online!