In This Article:

How to configure an IVR within the system. Interactive Voice Response (IVR) is a menu system that enables identification, segmentation, and routing of callers to the most appropriate Agent within your team.

An IVR can be a key component to your success. A good initial message will help to ensure that a Lead will stay on the line and opt-in to accept the call. 

 

Process:

1.) On the Account Admin Dashboard, click on the Phone System main menu.

2.) Click the Interactive Voice Response menu option.

 

The Show IVRs page will open.

3.) Click the blue Add IVR button.

The Add IVR page will open.

Note: If you have reached the maximum number of allowed IVRs, you will get an error message window.

4.) On the Add IVR page, in the IVR Options section, configure the following IVR settings:

• Description - Enter a name for the IVR.
• Recording - Select a pre-recorded greeting to be played on entry to the IVR from the drop-down menu.
• Direct Dial - Select a Directory for callers to direct-dial an extension.
  Direct dialing can be:
  • Tied to a Directory allowing all entries in that Directory to be dialed directly, as they appear in the directory.
  • Disabled completely.
  • Globally Enabled - enabled for all extensions on a system.
• Timeout - From the drop-down menu, select the amount of time, in seconds, that will be considered a timeout from the drop-down menu.
• Invalid Retries - From the drop-down menu, select the number of times to retry when receiving an invalid/unmatched response from the caller.
  • Or select Disabled which will not allow retries.
• Invalid Retry Recording - From the drop-down menu, select a prompt to be played when an invalid/unmatched response is received before prompting the caller to try again.
  • Or select None.
• Append Recording on Invalid - After playing the Invalid Retry Recording the system will replay the main IVR Announcement.
  • Click the slide option to Yes or No.
• Invalid Recording – From the drop-down menu, select a recorded prompt to be played before sending the caller to an alternate destination due to the caller pressing 0 or receiving the maximum amount of invalid/unmatched responses.
  • As determined by the Invalid Retries setting.
• Invalid Destination - Select a Destination from the drop-down menu to send the call to after the Invalid Recording is played. 
  • Note: This IVR will not be available as a Destination so as to prevent an infinite loop.
• Timeout Retries – From the drop-down menu select the number of times to retry when no DTMF (dial-tone) is heard and the IVR choice times out.
  • Or select Disabled.
• Timeout Retry Recording - From the drop-down menu, select a recorded prompt to be played when a timeout occurs before prompting the caller to try again.
• Append Recording on Timeout - After playing the Timeout Retry Recording the system will replay the main IVR Announcement.
  • Click the slide option to Yes or No.
• Timeout Recording - From the drop-down menu select a recorded prompt to be played before sending the caller to an alternate destination due to the caller pressing 0, or receiving the maximum amount of invalid/unmatched responses.
  • As determined by the Invalid Retries setting.
• Timeout Destination - Select a Destination to send the call to after the Timeout Recording is played.
• Return to IVR after VM - Click the slide option to Yes or No.
  • If Yes is selected, upon exiting voicemail a caller will be returned to this IVR.

 

 

5.) In the Add Entry section:

• IVR Selection – Enter a number for that IVR selection (0-9)
• IVR Dest – Select the Destination from the drop-down menu for where the call will be routed.
• IVR Return - Click the slide option to Yes or No so return the caller the IVR.

6.) After configuring these fields, click the blue Add Entry button.

After adding the entry, it will move into the IVR Entries section and you will be able to add more IVR Entries in the Add Entry section.

For Example: If the customer presses 9 (the Selection,) the call will be routed to Sample IVR (the Destination.)

7.) After configuring all the settings and adding all entries, click the blue Apply Changes button in the bottom-right of the page.

 

Your IVR is now configured and ready to use. You can now set up an IVR Queue for Reporting on IVR use.