{"id":32984,"date":"2021-11-22T10:48:33","date_gmt":"2021-11-22T10:48:33","guid":{"rendered":"https:\/\/voipstudio.com\/blog\/como-pode-usar-o-ivr-atendimento-automatico-de-voipstudio\/"},"modified":"2025-10-09T14:06:27","modified_gmt":"2025-10-09T13:06:27","slug":"como-pode-usar-o-ivr-atendimento-automatico-de-voipstudio","status":"publish","type":"post","link":"https:\/\/voipstudio.com\/pt\/blog\/como-pode-usar-o-ivr-atendimento-automatico-de-voipstudio\/","title":{"rendered":"Como pode usar o IVR (atendimento autom\u00e1tico) de VoIPstudio"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Um\u00a0<a href=\"https:\/\/voipstudio.pt\/blog\/o-impacto-das-chamadas-perdidas-na-sua-empresa\/\">IVR (Atendimento autom\u00e1tico) pode ter muitos benef\u00edcios<\/a> para melhorar as chamadas de servi\u00e7o ao cliente. A maioria dos casos de uso comum s\u00e3o:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1. Utilizar IVR como <strong>&#8220;guia de boas-vindas&#8221;<\/strong> e <strong>&#8220;An\u00fancio personalizado fora de horas&#8221;<\/strong> para que os clientes que chegam \u00e0 sua empresa possam saber perfeitamente que est\u00e3o ligados \u00e0 nossa empresa e n\u00f3s podemos inform\u00e1-los sobre o nosso hor\u00e1rio comercial quando estivermos dispon\u00edveis. Para o conseguir, poder\u00edamos carregar algumas mensagens sonoras, por exemplo<\/span><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<ul>\n<li><i><span style=\"font-weight: 400;\">Obrigado por chamar &#8220;a nossa empresa&#8221;, estaremos consigo dentro de momentos.<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">O nosso hor\u00e1rio de atendimento \u00e9 das 09:00h \u00e0s 19:00h. Por favor deixe uma mensagem e algumas informa\u00e7\u00f5es para que possamos telefonar-lhe assim que estivermos de volta.<\/span><\/i><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">2. O cen\u00e1rio mais avan\u00e7ado \u00e9 a <strong>utiliza\u00e7\u00e3o de IVR<\/strong> como <strong>&#8220;atendimento autom\u00e1tico&#8221;<\/strong>, pelo que n\u00e3o s\u00f3 dar\u00e1 as boas-vindas aos clientes, mas tamb\u00e9m oferece algumas op\u00e7\u00f5es para permitir aos clientes contactarem o departamento ou utilizador espec\u00edfico que procuram. Ver exemplo abaixo:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><em>Obrigado por ligar para a nossa empresa<\/em><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><em>Para falar com o departamento de vendas pressione 1<\/em><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><em>Se quiser falar com o Suporte pressione 2<\/em><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><em>Se j\u00e1 conhece o n\u00famero de extens\u00e3o, por favor marque-o<\/em><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><em>Para quaisquer outras quest\u00f5es, por favor aguarde na linha e um agente ir\u00e1 assisti-lo.<\/em><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A partir do VoIPstudio pode encaminhar cada <strong>op\u00e7\u00e3o para v\u00e1rios destinos:<\/strong><\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Utilizadores de VoIPstudio<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">N\u00fameros externos<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Correio de voz ou mensagens de voz personalizadas<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Filas de espera<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Como muitos clientes utilizam estas funcionalidades do VoIPstudio, este artigo representa um <strong>&#8220;guia de configura\u00e7\u00e3o r\u00e1pido&#8221;<\/strong> sobre como configurar e ajustar o IVR e seus an\u00fancios. Vamos de seguida mostrar-lhe as no\u00e7\u00f5es b\u00e1sicas desta configura\u00e7\u00e3o em simples passos:<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">1. CONFIGURAR O GUIA DE BOAS-VINDAS<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Primeiro passo, vamos <strong>adicionar a mensagem \u00e1udio a partir de &#8220;Som\/An\u00fancios&#8221;<\/strong>. Para isso, podemos simplesmente usar esta fun\u00e7\u00e3o &#8220;Texto para voz&#8221; ou o &#8220;Carregar&#8221; usando o formato de ficheiro mp3.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-51272\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-1-ENG.png\" alt=\"configure IVR welcome guide\" width=\"1919\" height=\"726\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Segundo passo<\/strong>, adicionar o IVR a partir de <strong>Configura\u00e7\u00f5es &gt; IVRs.<\/strong><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-51322 size-full\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-2-ENG-1.png\" alt=\"configure IVR welcome guide 2\" width=\"1925\" height=\"565\" \/><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-51291 size-full\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-2.1-ENG.png\" alt=\"configure IVR welcome guide 3\" width=\"1914\" height=\"903\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-51292 size-full\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-2.2-ENG.png\" alt=\"configure IVR welcome guide 4\" width=\"1278\" height=\"797\" \/><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Clique em &#8220;Configura\u00e7\u00f5es &gt; IVRs&#8221;.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clique em \u201c+Adicionar\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Em\u00a0 \u201cN\u00fameros de entrada\u201d associe o n\u00famero de telefone de sua empresa\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Em &#8220;An\u00fancio inicial&#8221; acrescente o an\u00fancio carregado em sons<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Para o destino, se n\u00e3o houver sele\u00e7\u00e3o, configuramos para onde encaminhamos a chamada<\/li>\n<\/ol>\n<p><em>Nota: Ao utilizar\u00a0o IVR somente para uma \u00fanica mensagem de boas-vindas, recomendamos a utiliza\u00e7\u00e3o da seguinte configura\u00e7\u00e3o: Timeout 0 e repeti\u00e7\u00f5es 1.<\/em><\/p>\n<p><em>Todas as outras configura\u00e7\u00f5es podem ser deixadas no valor por defeito.<\/em><\/p>\n<h2><span style=\"font-weight: 400;\">2. DEFINIR UM HOR\u00c1RIO DE TRABALHO COM Uma MENSAGEM\u00a0 &#8220;FORA DE HORAS&#8221;<\/span><\/h2>\n<p>Neste caso temos duas op\u00e7\u00f5es: informar o cliente sobre o hor\u00e1rio de atendimento e desligar ou informar sobre o hor\u00e1rio e deixar uma mensagem de correio de voz.<\/p>\n<p><strong>Primeiro passo,<\/strong> adicionar o \u00e1udio em <strong>An\u00fancios\/Sons<\/strong>. Podemos usar a fun\u00e7\u00e3o &#8220;Texto para voz&#8221; ou carregar um ficheiro MP3.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-51291\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-2.1-ENG.png\" alt=\"configure IVR welcome guide 3\" width=\"1914\" height=\"903\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-51292\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-2.2-ENG.png\" alt=\"configure IVR welcome guide 4\" width=\"1278\" height=\"797\" \/><\/p>\n<p><strong>Segundo passo<\/strong>, adicionar um IVR em <strong>Configura\u00e7\u00f5es\/IVRs<\/strong><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clique em IVRs<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clique em \u201c+Adicionar\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Em &#8220;N\u00famero(s) de entrada&#8221; insira o seu n\u00famero<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Em &#8220;An\u00fancio Inicial&#8221; acrescente o \u00e1udio que preparou em Sons<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Em &#8220;An\u00fancio Final&#8221; adicione uma mensagem de correio de voz ou deixe em branco<\/li>\n<\/ol>\n<p><strong>Terceiro Passo<\/strong>, crie uma regra de encaminhamento que vai conduzir as chamadas para o IVR de Boas-vindas ou para o de fora de hor\u00e1rio:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-51312\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-4.png\" alt=\"business hours message from IVR Guide at VoIPstudio 2\" width=\"1917\" height=\"703\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-51302\" src=\"https:\/\/voipstudio.com\/wp-content\/uploads\/Capture-4.1-ENG.png\" alt=\"business hours message from IVR Guide at VoIPstudio\" width=\"1913\" height=\"697\" \/><\/p>\n<ol>\n<li>Clique em &#8220;Routing Rules\/Inbound&#8221; (Regras de encaminhamento\/entrada)<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clique em \u201c+Adicionar\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Em &#8220;Destinos PBX&#8221; escolha o N\u00famero de telefone<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Em &#8220;Intervalo de tempo&#8221; crie um novo com o hor\u00e1rio de funcionamento da empresa<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Em destino selecione o\u00a0 IVR de boas-vindas<\/li>\n<\/ol>\n<p>Como j\u00e1 mencion\u00e1mos anteriormente, estas s\u00e3o as configura\u00e7\u00f5es mais comuns, mas o <strong>VoIPstudio ajusta-se \u00e0s necessidades de cada empresa.<\/strong><\/p>\n<p>Quer fazer algo diferente com o seu IVR ou tem alguma pergunta? N\u00e3o hesite em abrir\u00a0<a href=\"https:\/\/voipstudio.pt\/suporte\/\">ticket de suporte<\/a>. Se ainda n\u00e3o iniciou o <a href=\"https:\/\/voipstudio.pt\/registo\/\">teste gratuito<\/a>, comece ainda hoje para usar o sistema autom\u00e1tico de atendimento. IVR.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Um\u00a0IVR (Atendimento autom\u00e1tico) pode ter muitos benef\u00edcios para melhorar as chamadas de servi\u00e7o ao cliente. A maioria dos casos de uso comum [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":36931,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[477,499],"tags":[541],"class_list":["post-32984","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacoes-empresariais","category-experiencia-do-cliente","tag-call-center"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Como pode usar o IVR (atendimento autom\u00e1tico) de VoIPstudio &#183; VoIPstudio<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/voipstudio.com\/pt\/blog\/como-pode-usar-o-ivr-atendimento-automatico-de-voipstudio\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Como pode usar o IVR (atendimento autom\u00e1tico) de VoIPstudio\" \/>\n<meta property=\"og:description\" content=\"Um\u00a0IVR (Atendimento autom\u00e1tico) pode ter muitos benef\u00edcios para melhorar as chamadas de servi\u00e7o ao cliente. 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