What is an IVR?

An IVR is essentially a phone menu. When someone calls a phone number they hear a menu of options and can use their voice or keypad to make a selection and their call is routed accordingly.

For example:

Thanks for calling {business name}. To speak with our service department, press 1. To speak to our sales department, press 2...

How to connect your (IVR) phone system to Numa

There are many ways of connecting your IVR system to Numa. Below are the most common ways of connecting your phones. If you don't see what you are looking for below please feel free to reach out to Numa support.

Send missed calls to Numa

Once a user makes a selection in your IVR menu typically their call will be routed to a specific phone (or series of phones). If none of those phones get answered simply route those calls to Numa. This is typically done by configuring your phone's Call Forward No Answer and Call Forwarding Busy settings to go to Numa, making Numa the last number in a sequential ring group, or adding Numa to a simultaneous ring group.

Phone Provider Instructions

Add a text option to your menu

Perhaps you have an IVR menu but you would really prefer that customers text you so that Numa can handle common questions automatically and reduce the length of your call queues. You can add a text option to your IVR menu.

For example:

Thanks for calling {business name}. We are often quickest to respond over text message, press 1, and we'll send you a text message. To speak with our service department, press 2 To speak to our sales department, press 3...

To configure your Numa number to do this:

  1. Go to Set up Numa > Your phone numbers > Numa Number > Advanced Options
  2. Turn on "Text Only Mode"

Send missed calls to Numa AND add a text option to your menu

Numa can support both of these scenarios at the same time. We'll just issue you an additional Numa phone number for this. Just reach to the Numa support and they will add the additional Numa number to your account.

How to Confirm It's Working

Call your business's phone number from your personal phone. If nobody answers, you should hear your Numa Voicemail greeting.

Troubleshooting

No matter what, don't hesitate to contact Numa support! We'll happily work with you and your service provider to get you all set up.

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