With today’s technology, business tasks that were once manual and time-consuming have transformed into efficient, automatic processes. Phone trees, for example, are essential, menu-based features of VoIP phone systems (Voice over Internet Protocol) that route callers to the right destinations using your predetermined parameters. The following guide explains what companies should know about VoIP phone trees.

What Are VoIP Phone Trees?

A phone tree is an automated feature of VoIP phone systems that connects callers to the correct extension. Most businesses begin their phone tree with a greeting and a series of voice menus, providing increasingly specific prompts to find the answers or individuals they’re looking for. Callers answer the prompts by using the keypad or saying keywords or phrases. The system recognizes these commands through the company’s programming and routes the caller to the correct phone number, extension, ring group, or call queue.

Why Are They Beneficial?

Modern businesses have much to gain from VoIP phone trees. These systems remove the need for live receptionists, who were previously responsible for connecting callers. This saves companies money and provides the option of a 24/7 customer support system, which can be useful in situations that don’t require a live assistant.

Phone trees eliminate the risk of operator error. While a receptionist might accidentally connect a customer to the wrong destination, a programmed system is much more likely to be accurate, making business phone calls faster and more efficient.

How Do You Set Them Up?

To set up a phone tree, draw up a flowchart detailing all of the prompts callers will have, as well as the resulting options for choosing those prompts. Include elements like a greeting with your company name, language options, keypad options, call groups, department extensions, and a dial-by-name directory.

You will need to assign employees to specific call groups, which allow incoming calls to be directed to everyone in the relevant department. These assignments can be as simple as placing customer service representatives in the support call group, or salespeople in the sales call group. Every department should be assigned to employee extensions through your VoIP phone system.

When it’s time to start programming, you will need to access your phone system’s management portal. A new menu system can be created through Interactive Voice Response (IVR) services. From there, you can use your flowchart to designate different prompts and options, then define how calls will be routed. Specific responses to prompts can lead to one of many options, including a new menu, extension, call group, voicemail, or external transfer. Once your settings are configured correctly, your phone tree is ready for caller use.

If you’re looking to save money and improve your company’s caller experience, turn to ACC Telecom. Serving Columbia, MD, and surrounding areas for nearly 40 years, they offer reliable, secure, and affordable telecommunications solutions for a variety of industries. Visit their website to learn more about their IVR services. To get started on installing your VoIP phone system, call (410) 995-0101.