Set up your call menu by dragging boxes around
Decide what happens when someone calls: the greeting they hear, the menu they press, the team it rings, and where it goes if nobody picks up. You build it by dragging boxes on a screen. No code, and no waiting for a technician.
Every choice in the menu points somewhere you pick: a team, one person, an outside number, a voicemail box, or another menu.
What you get with Call Routing & IVR
See the whole call on one screen
Drag boxes to lay out the greeting, the menu, the teams, the waiting line, voicemail and opening hours. Nothing to script, and your changes go live straight away.
Press 1, press 2, as many as you need
Give each key a job. A key can go to a team, to one person, to an outside number, to voicemail, or open another menu. Menus can sit inside menus.
Ring a whole team at once
A call can ring everyone on the team together, or one person after another, or go straight to whoever handles that topic. If no one answers, it falls back to where you say.
Different rules by time of day
Set what callers get after closing time: a voicemail box, a short message, or a ring to an on call mobile. No more calls ringing an empty office.
Known callers show their name
If the number is saved in your contacts, the agent sees the name on screen instead of an unknown number.
Send it outside if no one is free
When nobody on the team can take the call, it can ring an outside number, like a manager's mobile, instead of dropping.
A line to wait in, with your own music
When every agent is busy, callers wait with your music and hear their place in the line, not a busy tone.
Voicemail at any point
Any box in the flow can send the call to voicemail, for one person or a whole team. Messages play back in the portal.
Move a box, press publish, and it is live.
On most phone systems, changing your call menu means sending a request and waiting. Here you open the same drag and drop screen, move a box or point a key somewhere new, and press publish. The new menu is live in seconds. Change it again whenever a sale, a holiday or a busy week needs something different.
- Drag and drop, nothing to script
- Menus as many levels deep as you want
- Separate rules for after hours and holidays
- Press publish and it is live in seconds
Call Routing & IVR questions
Straight answers about Call Routing & IVR, in plain language.
01Do I need a technician to change my menu?
No. The builder is drag and drop, and your changes go live as soon as you press publish. Most people set up their own menus after one walkthrough with us.
02How many menu levels can I have?
As many as you need. Any key can open another menu, and each key can point to a team, one person, an outside number, or voicemail.
03What happens to calls after closing time?
You choose, for each flow. After hours calls can go to voicemail, play a message, or ring an on call mobile.
04Can a call ring the whole team at once?
Yes. A team can ring everyone together or one after another, and you set where the call goes if nobody answers.
Ready to put your phones in the cloud?
Book a free demo of CloudCall. We set up your number, extensions and call flow, then have you live within a day. No hardware and no long contract.