The most straightforward way for callers to enter a queue is for them to call the DNIS you’ve assigned to a queue. This can be configured using the DNIS Assignment tab located in a queue’s configuration page.
However, in many cases, you may need information from callers to determine in which queue they should be placed. For example, you might need to find out what language they speak or why they are calling. In these cases, you can create an IVR via the IVR menu option in the left nav bar.
IVRs can help guide your customers through dynamic routing paths using touch-tone signaling and voice responses. The selections a customer makes while interacting with IVRs will direct the system to route that customer to the queue and agent best suited to their needs.
You can configure your IVRs however you like, from simply directing your customers to press 1 for English or 2 for Spanish, to providing advanced routing options for each department in your company. You can also use IVRs to collect and share information, accept payments, and more.
Let’s discuss routing priorities next.