How easy is it for an incoming phone caller to navigate through your VoIP based phone system and land in the right place? Not as easy as it sounds. Many businesses have migrated from PBX phones to VoIP- (voice over internet protocol) based systems. With VoIP, instead of an actual person answering, your incoming calls are answered and routed by the auto attendant function, and purportedly, the auto attendant is giving the caller the appropriate audio menu / options they are seeking. In that same manner, the secondary phone prompts, one level in from the auto attendant, are also hopefully providing the appropriate audio menu / options, thereby effectively and efficiently guiding the caller to the correct department, location, or person they are seeking. And that’s where the challenge begins.

While MacDonald Audio does not sell or service VoIP based phone systems, we do specialize in Incoming Phone Call Audits and Navigation recommendations for VoIP based business telephone systems.

Here are some important questions we can provide solutions for:

1.) Is the auto attendant properly worded and offering the correct audio menu for your business? For example, press 1 for sales, press 2 for service, press 3 for human resources, etc.

2.) After the auto attendant, are the sub prompts or audio menu offering the correct choices and are they properly worded?

3.) Does the auto attendant or other voice prompts in the system sound professional, or does it sound like someone in the office was assigned to record the messages?

4.) Does your VoIP system allow the caller to repeat audio menu choices or options?

5.) Do you want and does your VoIP system allow customized on-hold-messaging?

6.) Do you want and does your VoIP allow for call queuing, which can play a message indicating where the caller is in the queue, or remind the caller they are still on hold, and their call will be routed by the next available representative?

7.) Do you want the caller to have the option to press 0 and speak with a live operator?

8.) During off hours, do you want the caller to hear a night answer or ‘we are closed’ message’ separate from the auto attendant, and do you want to give the caller an option of leaving a message?

These are all important questions, and the answers are not universal; they are different for every company. Allow MacDonald Audio to conduct an audit of your VoIP-based phone system and provide solid recommendations to streamline the incoming call experience at your business.

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