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. Please Note System Recordings are commonly associated with an IVR. See bottom of page for details on System Recordings.
IVR Setup
To log In click Applications from the drop down then select 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.
Once complete, Click on Sumbit then Apply Config
System Recordings
A system recording is the sound file that is applied to an announcment, the announcement can then be applied to Ring groups, IVR's etc. This section defines how to create your system recording.
How to create a System Recording
Go to Favourites
Go to System Recordings
Click Add Recording button
In the Name field - add a relevant name
In the Description field - add a relevant description
In File List For English field - select from the drop down list - Sortable File List/Play order. The playback will be done starting from the top to the bottom. You can click the play icon to preview the files. If a file is red it is missing for said selected language. Files can be replaced by clicking them once (which will turn them green) placing them into replace mode. Anything you upload will then replace this file on save.
In the Upload Recording field - Upload files from your local system. Supported upload formats are: WAV, aiff, alaw, flac, g722, gsm, mp3, oga, ogg, sln, sln12, sln16, sln192, sln24, sln32, sln44, sln48, sln96, ulaw, wav, wav16, wav49. This includes archives (that include multiple files) and multiple files.
In the Record IN Browser field - This will initate a WebRTC request so that you will be able to record from you computer in your browser.
In the Record Over Extension Field - The system will call the extension you specify to the left. Upon hangup you will be able to name the file and it will be placed in the list above.
In the Add System Recording field - from the drop down box - Add any previously created system recording or a recording that was added previously.
In the Link To Feature Code field - click the (Yes) button to create an options feature code that will allow this recording to be changed directly(Note this feature is supported on compounded or Non-Existent recordings)
In the Feature Code Password field - Optional - Add a password to protect access to this feature code which allows a user to re-record it.
In the Convert To field - Check all file formats you would like this system recording to be encoded into.
Click on the Submit Information button at the bottom right of the page.
Click on the Apply Config button at the top right of the page.
