IVR (Interactive Voice Recognition)

The IVR service gives you the option to both receive and respond to Broadcast messages via a phone call (mobile or landline).

Like SMS, the IVR service allows you to respond to a Broadcast instead of, or in addition to a smartphone Push Notification.

IVR Requirements

• Like our SMS service, IVR requires credits which can be purchased via our online shop here

• You must make sure your mobile and/or landline number is in the BART system and is correct (including the appropriate state prefix ie. 02 NSW, 03 VIC, 07 QLD)

• Your Group Administrator needs to enable the IVR service – If you are a Group Administrator and would like to set a member up with IVR, please see the instructions here

Check your Phone Numbers are Correct

To use the IVR service, you’ll need to make sure your phone number is correctly recorded in BART.

1. Log into the BART Members WebApp
   
   

2. Select ‘My Profile’ from the main menu
   
   

   Open

   

    

3. The ‘Info’ tab will be open by default

   Open

   

    

4. Scroll down until you see ‘Contact Methods’
   
   

5. You’ll see a list of your current contact methods listed, which may include email, mobile and landline numbers
   
   

    

6. You can edit any of the existing details by clicking on the 'Type’ or ‘Value’ fields
   
   

    

    

7. You can add additional contact methods by clicking the 'Add +’ button:
   
   

    

   1. Select a ‘Type’ from the dropdown (mobile or landline is required for IVR)
      
      

       

   2. Enter in a ‘Value’ in the text field provided
      
      

   3. For mobile and landline numbers, tick the ‘SMS’ (mobile) and ‘Voice’ (mobile and landline) checkboxes
      
      

       

   4. For all types, choose if you want it to be ‘Primary’ and ‘Private’  
      
      

   5. When you’re ready, click on the green save icon at the end of the row
      
      

       

8. Then click the green ‘Save Changes’ button at the bottom of the screen
   
   

How does IVR Work?

When your Group Administrator has set you up with IVR to receive Broadcasts, you’ll get a phone call that you can respond to:

1. First, you’ll receive an automated introduction
   
   

2. The ‘Incident Type’ and the ‘Location’ will then be read out
   
   

3. You’ll then hear the following instructions:
   
   

   1. Please select 1 or say ‘Accept’ to attend
      
      

   2. Please select 2 or say ‘Decline’ to not attend
      
      

   3. Please select 3 or say ‘Other’ to indicate your attendance direct to the incident (may differ depending on your Group’s preferences)
      
      

4. Your response will then be confirmed via the automated voice service
   
   

5. If you have chosen ‘Accept’ or ‘Other’, you’ll have the opportunity to record an ETA (Estimated Time of Arrival)
   
   

   1. Say your ETA, or
      
      

   2. Enter your ETA into your phone
      
      

6. Your response including ETA will then be confirmed via the automated voice service
   
   

7. You can either enter the star key ( * ) and exit the service, or
   
   

8. You can begin the process again by saying ‘Begin Again’

IVR Quick Reference