Telephony and IVRالرد الآلي (IVR)
IVR (interactive voice response)
A phone system that greets callers and offers a menu they navigate with keypad presses or speech, then routes them to the right team or plays recorded information.
DTMF
In Arabic: نغمات DTMF
Telephony and IVRDual-tone multi-frequency: the tones a phone sends when keys are pressed, with each key producing two frequencies at once. It is how an IVR knows which option the caller picked.
Example: When a caller presses 2 after For customer service press 2, the system detects the DTMF tone and routes the call.
Related pageAll termsRelated terms
- Telephony and IVRالموظف الآلي (Auto attendant)
Auto attendant
A simpler form of IVR that answers calls and transfers them to the right department or extension based on the key the caller presses, without looking up data or completing transactions.
- Telephony and IVRرسالة الرد الآلي (Prompt)
IVR prompt
Each recorded audio clip a caller hears in a phone system: the greeting, the menu, error, hold and closing messages. They are recorded or generated as separate files and uploaded to the phone system.
- Telephony and IVRرسالة الانتظار
On-hold message
The recording callers hear while waiting to be answered, usually music mixed with short messages about services, offers and reassurance that their call matters.
- Telephony and IVRرسالة خارج أوقات العمل
After-hours message
A recording played when customers call outside working hours or on holidays, giving opening times and an alternative such as the website, WhatsApp or an emergency line.
- Telephony and IVRالصوت الهاتفي ضيق النطاق (8 كيلوهرتز)
Narrowband audio (8 kHz)
Traditional telephone audio sampled at 8 kHz, carrying roughly 300 to 3,400 Hz, which is why calls sound thin and muffled. HD Voice (wideband) calls use 16 kHz.
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