What is the IVR Module used for?

The IVR Module is used to set-up a menu system that will play an initial recording to callers and then allow them to dial an option or an extension number and have their call routed to a particular location based upon what they dial.

For example, you could configure an Inbound Route to send an incoming call dialed to one of your phone numbers to an IVR, so that when people called your number, they would hear a greeting that would thank them for calling, and then "If you know your parties' extension number, you may dial it at any time.  For Sales, press 1.  For Service, press 2.  For our address and fax number, press 3.  For our hours of operation, press 4."

How is the IVR Module related to the other Modules?

The IVR Module works together with the System Recordings Module, because the System Recordings Module is where you record or upload the messages that you can then select to be played in the IVR Module.

The IVR Module works together with any module that can route a phone call, including the Inbound Routes Module, the Ring Groups Module, the Queues Module, and the Paging Module.  

The IVR Module also works together with any module that can act as a destination, because the IVR Module is used to route calls.  

Overview

The IVR module allows you to create one or more IVR (Auto Attendants). You can then route calls to the IVR and play a recording prompting them what options they can enter such as “press 1 for sales and press 2 for the company directory.” An IVR can also route calls to a sub IVR. As a general rule you never want more then 5-6 options in a single IVR or they become to confusing to navigate.

Creating a new IVR

To add an IVR Click the Add a new IVR button or click the Add IVR in the right side navigation menu.

IVR Name

Choose a name for this IVR, such as “Business Hours.”

IVR Description

Here you can optionally set a description for this IVR.

Announcement

Here we choose which recording to be played to the caller when they enter the IVR. This can be any system recording that you have defined in the System Recording module. It will usually give them instructions, such as “press 1 for sales and 9 for support.”

Direct Dial

Do you want to allow callers to be able to enter a user’s extension number when navigating the IVR to go direct to that users extension. Your options are:

• Disabled - This will not allow any caller to direct dial any extensions on the system and restrict them to only the IVR entries that you define, such as 1 for sales 9 for support.
• Extensions - This will allow a caller to direct dial any extension direct from the IVR on the system regardless of what entries you define in the IVR, such as 1 for sales 9 for support.
• Directory Names - You will get a list of all company directories that you have created on your PBX and you can restrict the direct dial to only users that are a part of the company directory that you pick here. This is a way to restrict which extensions a caller can direct dial from each IVR.

Timeout

How long (in seconds) we wait for the caller to enter an option on their phone keypad before we consider it timed out and it follows the timeout rules as defined below. We recommend setting this to 4-5 seconds.

Invalid Retries

How many times a caller is allowed to enter an option without finding a match before we send the caller to the Invalid Destination as defined below. We recommend setting this to 2.

Invalid Retry Recording

Here we choose which recording we want played to the caller when they enter an invalid match. This can be any system recording that you have defined in the System Recording module. Setting to none will just play the main announcement again.

Append Original Announcement

If this is checked we will take the Invalid Retry Recording and play it to the caller then play the main announcement.

Invalid Recording

Here we pick which recording we want played to the caller when they have met the Invalid Retry count as defined above. This can be any system recording that you defined in the System Recording module.

Invalid Destination

If a caller cannot find a match after exceeding the Invalid Retries as defined above this is where we will transfer the call to. In our example we are sending the caller to the general voicemail but it can be any destination on your PBX.

Timeout Retries

How many times a caller is allowed to timeout without pressing any options on their keypad before we send the caller to the Invalid Destination as defined above. We recommend setting this to 1.

Timeout Retry Recording

Here we choose which recording we want played to the caller when they timeout. This can be any system recording that you defined in the System Recording module. Setting to “none” will play the main announcement again.

Append Original Announcement

If this is checked we will take the Timeout Retry Recording and play it to the caller, then play the main announcement.

Timeout Recording

Here we pick which recording we want played to the caller when they have met the Timeout Retries as defined above. This can be any system recording that you defined in the System Recording module.

Timeout Destination

If a caller cannot find a match after exceeding the Timeout Retries as defined above this is where we will transfer the call to. In our example we are sending the caller to the general voicemail, but it can be any destination on your PBX.

Return to IVR after VM

If the caller ends up in a user’s voicemail box after coming from an IVR it will prompt them after leaving a voicemail to press 9 to return to the main menu, which will return them back to this IVR if this option is checked.

IVR Entries

This is where we define destinations based on callers key presses

Ext

What entry they can press on their phone to match. We recommend using only

single digit entries to keep it simple for your users.

Destination

When a caller presses the “Ext” entry where are we routing the call to. This can be any destination on your PBX that you created, such as ring groups, time conditions, queues or anything else.

Return

Check this box to have this entry return the caller to whatever previous IVR they came from. This is handy to for things such as, to go back one menu press 9.

Press the Green Plus sign to add more entries to your IVR.

TIP:
Add hidden options for things like voicemail access for your employees to check voicemails remotely. Create an Ext entry of 98 and in “Destination” choose “Feature Code” and *98 to dial voicemail. Do not prompt the caller with this option in your announcement and inform your users that in the main IVR they can dial 98 to access their voicemail. It will then prompt them to enter the extension number and then voicemail password.