An IVR (Interactive Voice Response) system is an automated phone system that interacts with callers, gathers information, and directs calls to the appropriate department or agent without human intervention. Businesses use IVR systems to efficiently route customers to the right department.
How It Works:
Caller Interaction: When you call, the IVR presents a menu (e.g., "Press 1 for Sales, Press 2 for Support").
Input Collection: The system gathers responses via keypad input (DTMF tones) or voice recognition.
Call Routing: Based on the input, the IVR provides self-service options or connects you to a live agent.
Troubleshooting IVR Calls with Talk360
If you're experiencing issues using the keypad with an IVR system, try calling another company with an IVR to test if the issue persists:
If the second IVR system works correctly, it means the first company’s IVR setup may not be properly configured, and unfortunately, we cannot resolve this as it is managed on their IVR Configuration Panel.
If the second company also has issues, the problem could be with Talk360.
If you experience issues with multiple IVR systems, please reach out to our Support team via the app, and we’ll be happy to investigate!