The following items can be included as part of an IVR branch or loop:

1. Forward – This is the simplest option to understand. When the caller presses a button on their handset, it takes the phone call from the toll-free number in the IVR system and sends it directly to any phone number of your choice. This is typically used if you want to send the call to another phone system, to a voice message line, or simply to call a new user directly.

2. ACD – This option takes the call and passes into an ACD route established in the InsideSales.com system. After moving to the ACD, the call is then operating under the parameters of the ACD properties, which will then ultimately determine the fate of the call. This is generally used by clients who wish to send the call to a particular team, while continuing to take advantage of the functionality the InsideSales.com ACD system has to offer.

3. IVR – This sends the caller to a second IVR menu system, with an entirely new series of branching options. If a caller is sent to another IVR, they can be sent back to the original IVR using the next option in the list, an IVR Link.

4. IVR Link – As mentioned, this option will move a caller from one IVR menu tree to another within the same general IVR. Be aware that this will NOT move a call outside its current IVR folder. To move a call to an entirely different phone number, use the Forward option.

5. Phone Survey – This option takes the caller to a series of pre-recorded input questions, where the responses can be captured.

6. Voice Message – This option sends the caller to a pre-recorded voice message to listen to. This is generally used for informational purposes only, as the caller cannot go back to a previous IVR menu option, and the call will disconnect as soon as the message finishes playing.

7. Employee Extension By Number – This options provides a link to an internal company directory listing, where a caller could then enter a second extension number and connect.

8. Create Case - This option creates a case within the system. If the caller id is recognized from a contact in the database the case is attached to that contact's record. The call is forwarded to an ACD after a case is created and the case record can be popped onto the screen of the agent receiving the call.

9. Lookup Case - This option allows the caller to enter the number of an existing case. If the case number is invalid the call can be directed back into the IVR at a point you choose. If the case is valid the call is forwarded to an ACD where the case record can be popped onto the screen of the agent receiving the call.