IVR
A menu that routes callers to the correct destination.
Press a key or speak. Hours, language, department, or a specific person. Keep the menu short.
Call Handling
Inbound handling as a single path.
A vanity number is ineffective if the call is mishandled. Micktel configures IVR, voicemail, recording, and routing as one inbound path.
Voicemail
A mailbox when staff should not answer.
After hours, overflow, or a box per team. Messages are delivered to the tools you already use.
Call recording
A record of what was said.
Training, disputes, and compliance. Enable it on the lines that require it, and disclose it to callers.
Call routing
The right person, queue, or agent, automatically.
By time of day, area code, the number dialed, or who is available. Fail over when a line is down.
Keypad and speech recognition.
Some callers prefer keys. Others prefer to speak. Both can be offered on the same system.
Keypad
- Press 1 for sales.
- Press 2 for service.
- Press 0 for a person.
Clear, fast, and available on any phone.
Speech
- “Sales.”
- “I need to book.”
- “A person, please.”
If speech recognition misses, the keypad remains available.
One inbound path.
Not four products assembled after the fact. A call lands, then it is handled.
01
The number rings — 1-800-YOUR-WORD.
02
The menu or the AI agent determines intent.
03
Routing sends the call to a person, queue, agent, or mailbox.
04
Recording retains a copy when you have requested it.
Describe the current routing.
Hours, overflow, multiple offices, and seasonal lines can be configured as a single path.