Digital Receptionists (IVR)

A digital receptionist (or Interactive Voice Response, IVR) is an automated telephony system that interacts with users on the phone. It allows a caller to pick any IVR entry to route calls to specific destinations of the PBX.

When creating an IVR, you will need to record an announcement that is played to the caller, instructing them of the options they have to pick from. See below on how you set up an announcement.

Click on the Digital Receptionists menu Option

From here, you can see a list of all the IVRs that are set up for this Client

Highlighting a IVR allows you to edit, delete or duplicate the IVR using the buttons at the top

Click on the Add Digital Receptionist button at the top to create a new IVR.

The IVR feature is broken into 3 tabs at the top
 

• Main Tab – This contains information about the IVR, such as announcements to play and different settings that apply to the whole OVR
• Invalid/Timeout Tab – Where to send the caller to if they enter a invalid option or no option at all after the timeout settings from the Main Tab
• Options Tab – Shows what input options the IVR has, such as Press 1 for Sales and 2 for Support, and how those options are routed.
  • Main (tab)
    • Name – Name of your new IVR
    • Pre-Announcement – Announcement that is played right before the Main Announcement below. You can pick from any created Announcement on the system
    • Start & End – Pre-Announcement enabled by date range (empty = unlimited)
    • Main Announcement – Main Announcement that is played to the caller instructing the caller on the options that can dial. You can pick from any created Announcement on the system
    • Allow Extension Dial – If enabled, a caller can dial any user extension directly from this IVR.
    • Allow Destination Alias Dial – If enabled, a caller can dial any Destination Alias setup for this Client from this IVR; without having to create an option in the IVR explicitly for that Destination Alias.
    • Allow Conference Dial – If enabled, a caller can dial any Conference Room Number setup for this Client from this IVR without creating an option in the IVR explicitly for that Conference Room.
    • Allows Personal Conference Dial – If enabled, a caller can dial any Personal Conference Room Number set up for this Client from this IVR without creating an option in the IVR explicitly for that Personal Conference Room.
    • Allow Ring Group Dial – If enabled, a caller can dial any ring group setup for this Client from this IVR without creating an option in the IVR explicitly for that Ring Group.
    • Delay – How long to wait after the announcement has been played in seconds, before considering the caller Timed out and going to the timeout option.
    • Repeat – How many times to let them loop through the announcement without pressing any valid option before considering the caller Timed out and going to the timeout option.
    • Invalid Message – Optional message to play to a caller if they press an invalid option before routing them to the Invalid call handling option as defined in the Invalid/Timeout Tab below.
    • Timeout Message – Optional message to play to a caller if they press an invalid option before routing them to the Invalid call handling option as defined in the Invalid/Timeout Tab below.
    • Ring Tone – Set a ring tone to differentiate calls coming from this Digital Receptionist from the others.
    • Language – Select the language callers will hear when automated messages are triggered. This only affects system messages.
    • Prefix – You can optionally provide a Caller ID Name prefix here that will be added to the Caller ID Name when the call is routed to an extension on the CloudPBX.

Adding or Editing a Option will allow you to set the following fields:

• Input – This is the number dialed on the keypad that will match to this entry
• Prefix – You can optionally provide a Caller ID Name prefix added to the Caller ID Name when the call is routed to an extension on the CloudPBX if the caller pressed this option.
• Destination – Determines which module you want to route this call to, such as Conferences, Ring Groups, Queues, Extensions, or any other destination module.
• Target – What specific Target within the destination you want to route the call to. For example, if you picked Conferences as the destination, we would choose which Conference Room the call is routing to.
• Return to IVR – If checked, this option will replay the IVR message and ignore the Destination and Target. This is used when you want to give your IVR an option; like to hear your options again, press 9.