IVR (Auto Receptionist)
In this section, you can manage IVR, create new IVR, change or delete IVR and key responses.
Create a new IVR: Click on “Create IVR.” You will see a long form.
Fill in the information as follows.
- 1.IVR Name: Type any easy to remember name IVR Announcement: This is a recording played first time when the call hits the IVR. The wav file can be used either from existing recordings, or you can upload a new recording here.
- 2.IVR Announcement Shortened: Usually this is the shorter version of Main Announcement and is played only if the user doesn’t press any key. If main IVR is small, it’s not a bad idea to use the same file. If there is no IVR, system will play the message “Please check the number and try again.” Invalid Key Announcement: You can upload a custom recording for Invalid Key. If left blank, the system will play “That was an invalid entry.”
- 3.Confirm Attempts: Set the number of tries allowed for the user to enter invalid digit, or how many times the message should be played if no digit is pressed. 3 to 5 tries are standard.
- 4.Digit Timeout: Set the time duration for how long should the system wait to confirm that the user is done pressing digits. 2 to 3 seconds wait is standard. To see the newly- created IVR on the list, click on “Manage IVR.” b.
Adding Digits to the IVR: Click on the IVR you want to work on. A new window will pop up on the right side. If this is new IVR you won’t see any Key. Click on “Add Key”, and a new window will Pop up.
Key: This can be anything from 1 to 10 digit numerical values. The system is supposed to do perform the function assigned when the user presses the Keys.
Add Destination Type: Same as Call Routing Extension: Connect to a user extension.
- 1.Fax: Forward the phone number to a traditional fax machine using an adaptor (ATA) to convert VOIP to traditional phone line. The adaptor such as Cisco SPA-122 , Grandstream HT-701 are sold separately.
- 2.Email to Fax: Choosing this destination type, allow you to configure electronic fax (paperless fax to an email).
- 3.Direct to VM: Direct the call to the voicemail. Call Conference: Forward the call on a specific number to a conference bridge.
- 4.Call Group (Ring): Forward the call to group of extensions. The incoming call can ring all the extension simultaneously (Ring All) or or sequentially.
- 5.Call Queue: Every new call is in placed in the queue and is answered by the next available representative or employee as soon as their extension becomes free. This feature allows you to never miss a call.
- 6.IVR: Forward the call to an auto recipient, who will provide different options to the caller to help reach the right person or department. The caller can listen to different options and press the assigned key to reach the desired department. For example, press 1 for sales, press 2 for support etc.
- 7.Call Forward: Simply forward the call to a cell phone number or a home number or any other desired phone number.
- 8.Dial by Name: Call will be forwarded to Dial by Name directory, created by the phone system to help the caller to reach the desired person within the company. Phone system will check the existing extensions and create a directory on the fly.
- 9.Call Center: If you are using Call Center Module from Cebod Telecom, the number can be forwarded to a Call Center. You can have multiple call centers queues. For example, one for Sales and one for Support.
- 10.Trunk: (For Advanced users only): Forward the call to another PBX. Here you can forward the call to an IP address of a registered SIP account for that PBX.
- 11.Hang-up: Save the phone number for later use without answering the call by simply putting the destination type, hang-up.
- 12.Group Description: Put phone numbers in groups for multiple offices. For example, numbers from the East Coast can be in East Coast Group. Later, you can search the numbers based on Group Description.
Destination: Based on the destination type, the system will prompt you options for the possible destinations. If you choose a destination type that has no destination available, system will prompt you to create a destination before you setup routing. For example, if you have not created any Group, then you won’t be able to select “Call Group” as possible destination type.
- Failover: Here the placed call will be routed to if all the entries made by the user failed. For example, if the user does not press any key, then after 3 attempts, call can be forwarded to extension 101. Repeat step 2 to add more Keys to the System.