The IVR module allows you to create one or more IVRs ("Interactive Voice Response" systems or Auto Attendants).
You can then route calls to the IVR and play a recording prompting callers to enter options such as “press 1 for sales and press 2 for the company directory.”
As a general rule, you never want more than five or six options in a single IVR, or it will become too confusing to navigate. It is better to only include a few options at a single menu level, and route callers to a sub-menu for more choices.
To log In click Applications from the drop down click IVR
To add an IVR, click the Add IVR button.
Then fill out the form as described below.
IVR General Options:
IVR Name -Enter a name for this IVR.
IVR Description - Optional: Enter a description for the IVR.
IVR DTMF Options:
Announcement - Here we choose which recording to be played to the caller
Enable Direct Dial - Do you want to callers to be able to enter a user’s extension number when navigating
Your options are:
Disabled - This will not allow any caller to direct dial any extensions on the system.
Extensions - This will allow a caller to dial any system extension directly from the IVR.
Directory Names (if a directory exists) - You will get a list of all company directories on your PBX,
You can restrict direct dialing to users who are a part of the company directory.
Timeout - Amount of time (in secs) the system should wait for the caller to enter an option on their phone keypad.
Invalid Retries - How many times a caller is allowed to enter an option without finding a match
Invalid Retry Recording - The prompt to play to the caller when they enter an invalid entry.
Append Announcement to Invalid - Yes/No: Controls whether a caller who makes an invalid entry will hear the main IVR announcement again.
Return on Invalid - Yes/No: Controls whether a caller who makes an invalid entry in a "sub-menu" IVR will be returned to the parent IVR.
Invalid Recording - The recording to play to the caller after they have reached the invalid retry count.
Invalid Destination - If callers cannot find a match after reaching the number of invalid retries
they will be transferred to the invalid destination you set here. This can be any destination on your PBX.
Timeout Retries - How many times callers are allowed to timeout without pressing any options on their keypad.
Timeout Retry Recording - The recording to play to a caller who times out.
Append Announcement on Timeout - Yes/No: Controls whether a caller who times out will hear the main IVR announcement again.
Return on Timeout - Yes/No: Controls whether a caller who times out in a "sub-menu" IVR will be returned to the parent IVR.
Timeout Recording - The recording to play to a caller when they have used the number of timeout retries defined above.
Timeout Destination - Destination if callers do not make an entry within the maximum number of timeout retries defined above.
Return to IVR after VM - Yes/No: Whether to offer callers who end up in a user's voicemail box the option to return to the IVR.
IVR Entries
This is where you define options for callers. Press the blue plus sign to add additional entries
Ext - The digits the caller should press to reach the destination. We recommend using only single-digit entries.
Destination - The destination to route the caller to when they press the digits in the Ext field. This can be any destination on your PBX, such as ring groups, time conditions etc
Return - Yes/No: Whether to send callers back to the parent IVR when they press the digits in the Ext field.
