IVR (Interactive Voice Response) is a technology that allows callers to interact with a phone system through voice or keypad inputs. It automates call handling by providing pre-recorded messages and options, enabling users to navigate through menus for services like leaving voicemails or connecting to emergency contacts. IVR systems are commonly used in hospitals to manage calls after hours, ensuring efficient communication and support for patients.
Create an after-hours IVR menu specifically for hospital. The guide emphasizes clarity in naming conventions and proper configuration, which are essential for easy management and support.
Click into the Email or Phone Number field and enter the Thrive Pet Healthcare email address and then Next.
Click into the Password field and enter your Ring Central password then click Sign In.
Prompts
Select the Phone System tab.
Select the Prompts Library.
Select Import Prompts to upload a professionally recorded prompt and click OK.
IVR Menus
Select IVR Menus.
Select New IVR Menu.
Select Select Site to find your hospital.
Name the IVR. To assist the Telephony Support team in locating your IVRs more easily, ensure that the name includes the hospital and the ID after the dash. For example: After hours - Pet Specialists of Austin (10318).
Click Save.
Modify the Prompt.
Click on the recently created IVR.
Select Prompt.
Select Audio.
Click Select.
Click into the Search Prompts field and look for the file that was uploaded above.
Check to Select Prompt.
Click Select.
Save the changes.
Key Press
Select Key Presses.
Select Add Key.
Update the key press and action to align with the recording. For example: "Press 1 to leave a voicemail".
Select the "Transfer to voicemail of" option.
Select Sandbox.
Save these settings.
Click the Back button.
Select General Settings.
Click Sandbox.
Select Call Handling.
Update the configuration to forward to the recently created IVR. For this scenario, select Closed hours.
Choose to Edit.
Use the Search field to find the recently created IVR and select it.
Click Done then Save.
Click here to expand...
Contact
Contact ithelp@thrivepet.com with any questions regarding any of the provisions of this procedure.
We are committed to continuously reviewing and updating our policies and procedures. The Company, therefore, reserves the right to amend, alter, or terminate this policy/procedure at any time and for any reason, subject to applicable law. When material changes are made, Thrive will post the changes on our internal website and provide Team Members with subsequent notice consistent with local laws or regulations.
Department
Technology
Subject
Telephone and iPad Resources
Last Update
February 5, 2025
Functional Specialists
Juanca Ibanez, Unified Communication and Collaboration Administrator
Nathan Wilson, Unified Communication and Collaboration Administrator
