22 Mar 2018

What is IVR / Auto Attendant and how it works?

What is Mobile IVR or Auto Attendant or Virtual Digital Receptionist?

Auto Attendant, Virtual Digital Receptionist or Mobile Virtual PBX with Extensions is an all-in-one voice menu system that plays a greeting and allows callers to be transferred to an extension. You can setup one or multiple extensions with different options.

iPlum has an innovative approach to flexible phone system for mobile workforce. It uses cloud based next generation technology. You can be a business with multiple employees or a solo professional to use iPlum. It is light weight and easy to setup with few clicks.

What is IVR or Auto Attendant cost?

It is free with any iPlum subscription. iPlum Mobile IVR or Auto Attendant or Virtual Digital Receptionist is $0 . You can add this feature to any iPlum local or toll free phone number. There is no hidden cost. You will enable it at iPlum online portal..

Can I get a new number or use my existing number for setting Auto Attendant?

There are multiple options:

1. You can get a new iPlum business number and setup your auto attendant.

2. You can port your existing number into iPlum.

3. You can use your existing number and set call forwarding from it to an iPlum number where you setup auto attendant.

I want to setup multiple extensions for sales, support …? Examples

Create multiple departments with unlimited extensions ringing to same or different numbers (iPlum or external numbers).

I am a solo professional using iPlum? Examples

Give your callers a professional tone.

Setup iPlum auto-attendant & configure your extensions to dial your iPlum number. The callers will hear the greeting and by selecting your short extension they will be able to reach your iPlum number. If you don’t pick up it will go to your iPlum voicemail which you will be notified via email.

My business has multiple mobile users? Examples

Separate ringtone & visual screen for iPlum calls on each user’s phones as second line.

You would setup a main iPlum number and each user with their own iPlum number.

Steps:

  • Login to your iPlum online account & get a new iPlum number or port-in your existing number.

  • Add multiple users with their own iPlum numbers.

  • Enable Auto Attendant.

    • Setup greeting.

    • Create extensions & link them to each iPlum phone number you have setup in previous step.

    • You can setup as many extensions as you want.

    • You can add multiple users to one extension.

    • You can setup extensions to ring any non-iPlum number as well.

    When an outside caller calls your main iPlum number, they will hear the auto attendant greeting. They will press extension based on your auto attendant call-flow setup. iPlum will route the call to the appropriate user.

How do I create Auto Attendant greeting? Examples

iPlum uses text to life-like speech service to create your auto attendant greeting free of charge. It uses advanced deep learning technologies to synthesize speech that sounds like a human voice.

Alternatively you can upload a professionally recorded announcement as well.

  • Welcome Greeting is played once when your caller dials your main number.

    Example: “Welcome and thank you for calling us. Please press 1 for sales, 2 for support and 3 for billing. To repeat these options please press 9.”

How many extensions can be created in an account? Examples

You can create as many extensions as you want. You can set your extensions to be 1, 2, 3 or 101, 102, 204 or 1011, 1024 etc. It can also be a mix of single & multiple digits like 1, 2, 201 etc. You will define the maximum length of digits in Settings (default is 1). Make sure to match your Auto Attendant announcements with your extensions.

Each extension can be set to ring single or multiple numbers. These numbers can be iPlum numbers, external domestic or international numbers. There are no restrictions. You can change extensions anytime.

Can I have simultaneous or sequential ringing to multiple phone numbers?

Yes, you can setup extensions to ring calls to one number or multiple numbers at the same time. These numbers can be setup to ring all at the same time or in hunt sequence one after the other.

Can I get iPlum phone system feature even if I am located internationally?

Yes, you can get an iPlum phone system from anywhere in the world. iPlum makes that possible with our advanced communications platform.

How is privacy built into iPlum?

iPlum is a business class service. Unlike free services which share your meta data, we respect your privacy and fully protect your information. It is never shared with any third party or put into any advertisements. You get complete peace of mind.

Does iPlum provide Call Recording?

Yes, iPlum provides call recording feature. You automatically get an email alert when you have a recording which you can play in the iPlum online portal or iPlum app. It also includes an optional “Consent” message which you can play for incoming calls if your state requires it.

Can I do Call Transfer?

Yes, after you receive a call on any extension via IVR / Auto Attendant, you can transfer call to another iPlum or external number by pressing *7 (star 7) and entering the 10 digit phone number followed by #. After the call is connected, press:

0 to conference.

1 to exit yourself.

2 to end call transfer.



Example:

A calls B. B wants to transfer call to C.
(C – Phone Number: 202-123-1234).


After A gets connected to B, B will enter *7 in their dialpad followed by 2021231234#.

A will hear Music-on-Hold.

B can talk to C for one-one conversation, then press 0 to conference C into the call with A.

Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.

Or press 2 to end the call with C (keep conversation between A and B).





Helpful links:

How to setup iPlum online?

How to port an existing number into iPlum?

How to setup a business team account in iPlum?

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