With single-level, callers are given one menu to route their call. This works best for organizations handling simpler inquiries. An example? The caller is greeted by an IVR menu asking if they want option one: sales or option two: support. The caller chooses option one which triggers a call to the sales team.
Think About What You Want the IVR to Achieve
The multi-level approach is more complex with multiple iran telegram data menus. It’s suited for organizations with more detailed routing needs. With multi-flow IVR, someone can call a company from another country and choose Spanish or English. The next menu might ask if they are an existing customer, which then routes them further through the menu options.
In Close, each menu option can get the call to:
Pass to the group members (eg. sales or Susan in sales)
Forward to an external number (if that’s your setup)
Send the caller to voicemail
You can also decide if the call should ring “all at once” or “round robin,” depending on your team’s needs.
Pro Tip: One huge benefit of using the IVR inside your CRM? Lead data. Lead-based routing gets callers where they need to go, even without the phone menu. Learn more about automated call routing here.
Here’s the key: make it easy for callers to reach a real person. Don’t route them through multiple menus if it’s not necessary. For small teams, a single IVR menu is all you need to route new callers to the right team or person.