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Asterisk Tutorial 30 - Asterisk IVR Concept

Asterisk Tutorial 30 - Asterisk IVR Concept

Introducing Asterisk Phone Systems, IVR Menus and the Most Common IVR Menu Mistakes

Here we are once again with yet another Introducing Asterisk tutorial from the VoIP Guys. Today’s tutorial takes a closer look at the concept of Interactive Voice Response (IVR) menus and focuses more on the most common IVR menu mistakes. Anyone who watches today’s episode could be forgiven for thinking that we, and especially Mathias, dislike IVRs.

Okay, I admit Mathias is a bit more vocal in his negativity towards IVR menus than I am, but it is only because when they are poorly designed and implemented, they can have a catastrophic impact on customer experience and therefore corporate image.

Which is why we recommend referring to our IVR Best Practice Guidelines before beginning with designing and implementing your IVR menus. Should you be more of a visual person, then check out our “how to guide to IVRs” InfoGraphic which also provides a great visual guide to the do’s and don’ts of IVR setup, or simply watch the video below and discover what we have to say on the topic.

Avoiding Common IVR Menu Mistakes — Quick Tips

If you want to avoid the most common IVR menu mistakes, then our top tip here is to think like your customers. Ask yourself the following; what do they want?, what do they expect?, what is their objective when calling? and what do they need to meet these requirements?. Answering these questions will go along way in helping your to design your IVR with fulfilling these requirements as its main objective.

In other words you will need to place yourself in your incoming callers shoes and consider what their experience will be and how they will feel afterwards if a certain option was available, not available or the greetings take too long etc. Another aspect to consider is, should your require any form of information from your customers, then ask for it upfront.

Failure to do this will pretty much ensure that your IVR menu is destined to become more of a negative than a positive, which will directly affect how your customers perceive your business and not in a good way — so you have been warned!

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Final Word

A well-configured business phone system that oozes useful tools, delivers excellent audio quality and intuitive call flows will leave callers with a highly professional impression. The configuration options and application availability and how well they are utilized will have a decisive impact on how professionally you manage your calls and therefore how your customers view your company. The switch to a pascom VoIP phone system solution provides the opportunity to not only upgrade your internal collaboration but also to redefine telephony in your company.

If you would like more information regarding pascom and our Asterisk based Software PBX, please visit our website or give the pascom team a call on +49 991 29691 0 to discuss your requirements and get started within minutes using our free hosted business VoIP phone system edition.

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Philipp Meixner, CEO
As a communications agency with just under 20 employees, the pascom phone system is perfect for us. The technical concept simply functions, which is what you want. The service is exceptional and always accessible (even if it is rarely needed) and as one of the agency’s business partners, we can only recommend pascom: open, straightforward, pleasant to work with - great. Thank you pascom!

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Stephan Förderung, CEO
We chose pascom because their phone systems offer a sleek, easy-to-use UC client and administration UI whilst providing us with all the PBX and UC features, control and visibility that we could need from our business communications solution. As a result of our excellent experience, we are happy to recommend pascom phone systems to all our customers.

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Lars Hoeger, IT Director
When we make decisions regarding new systems, we want to make sure that we have both reins firmly in our hands. Therefore, it is essential to implement systems which adhere to OpenStandards, allowing us to seamlessly connect and integrate these into our existing systems. In addition, we require reliable suppliers, who are ready to customise their solutions to our requirements, which is why we chose pascom who offer exactly this service and more.

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Kassandra Martin, Deputy Director & Reception Manager
We chose pascom as our telephony solution in part due to the scalability, flexibility and ease of deployment. In addition, the pascom platform functions perfectly with our digital guest directories in our rooms whilst offering the largest range of features at easily the most cost effective price compared to alternative solutions. A further deciding factor was the wide choice of compatible hardware that choosing pascom afforded us.

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Wake & Camp Ruhlsdorf

Markus Gerlitzki, Managing Director
My team and I pride ourselves on the level of excellent care we provide our guests. However, it can be distracting when the phone is always ringing and we constantly answer the same questions. Thanks to the pascom phone system, we have been able to set up an automated attendant self-service hotline which allows guests to quickly get answers and if required callers can be quickly and efficiently routed to an employee. The system greatly improves customer service with around-the-clock answers around opening times and courses and therefore reduces the strain on employees, ensuring we are free to cater to the needs of our on-site guests.

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