IVR or Interactive Voice Response software accepts caller input, either voice or touch-tone, in response to pre-recorded prompts, and provides programmed responses. The responses can range from simple call routing to complex actions involving several external systems and data points depending on the company's sophistication.
- Login to phone server, hover over Applications and select IVR Menu
- Select Add in the right corner
- Name - Name of IVR Menu
- Extension - 351, 352, etc
- Greet Long - The audio recording that will play when a caller is sent to the IVR
- Options
- Option - 1, 2, etc
- 0-9 are available options
- Destination - The extension the caller will be routed to when the option is selected
- Description - A brief description of the option and what it does
- Timeout - The number of milliseconds to wait after playing the greeting
- Exit Action - Where to send the call once the timeout has expired
- Hangup
- Send to a voicemail
- Direct Dial - Set to true if you would like callers to be able to direct dial extension from the IVR menu
- Enabled - True
- Description - A brief description of the IVR menu and what it does
- Select Save
Once the IVR menu is set, you can use it as an extension or send callers to it by transferring the caller to the extension.
- Example : Press Transfer, enter 351, press # to complete
- This will send the caller to the IVR menu and will allow them to route themselves to the correct department or option
You may also send callers directly to the IVR when they dial a telephone number.
- Login to phone server, hover over Dialplan and select Destinations
- A listing of all telephone numbers on the server will be displayed, select the telephone number you wish to edit
- Under Action - Select the IVR Menu
- Select Save
When callers dial the office telephone number, they will be routed directly to the IVR menu to select an option.