IVR (Interactive Voice Response)

IVR is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. The system responds to the caller's input through voice or DTMF tones input via the keypad.

1. Incoming Call: A call comes into the PBX system.
2. IVR Interaction: The IVR system answers the call and presents the caller with a menu of options (e.g., "Press 1 for Finance, Press 2 for HR").
3. Call Routing: Based on the caller's input, the IVR system uses the PBX to route the call to the appropriate department or individual.
4. Handling: The call is handled by the selected department, with the PBX managing the call connection and any necessary features like call transfers or voicemails.