Overview
When using an Interactive Voice Response to direct your calls, you may want to create a User Directory so that calls can be routed directly to specific Agents.
Contents:
Before You Begin
Your Directory has many settings for playing recordings to greet or help your caller through the User Directory.
- To learn more about adding PBX Recordings that can be used with your Directory and other PBX features, see Add a PBX Recording.
Adding a User Directory
1.) Click the Phone System main menu.
2.) Click the User Directory menu item.
The Show Directories page will open.
3.) Click the Add Directory button at the top right.
The Add Directory page will open.
4.) Configure the Directory General Options:
- (A) Description: Enter a short description for this Directory.
- (B) CallerID Name Prefix: Enter a Prefix to add to the current CallerID Name.
5.) Configure the Directory Options:
- (A) Recording - Greeting to be played on entry to the Directory.
- (B) Invalid Retries - Number of times to retry when receiving an invalid/unmatched response from the caller.
- (C) Invalid Retry Recording - Prompt to be played when an invalid/unmatched response is received, before prompting the caller to try again.
- (D) Invalid Recording - 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 Invalid Retries).
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(E & F) Invalid Destination - Destination to send the call to after Invalid Recording is played.
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(E) Destination options include:
- Announcements: Plays a pre-recorded audio file.
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Call Center Queues: Routes to any of your Call Center Queues.
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Callback: Routes to a Callback which has a destination of its own.
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Conferences: Routes to one of your PBX Conferences.
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Conversational AI: Routes to a Virtual Agent.
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Directory: Routes the call to a User Directory.
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Extensions: Routes the call to a specific Agent's extension.
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External Numbers: Routes the call to an external number.
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IVA (Virtual Agent): Routes the call to a Voso.ai Campaign.
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IVR: Routes the call to an IVR.
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PBX Queues: Routes the call to one of your PBX Queues.
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Queues Priority: Routes call to one of your PBX Queues Priorities.
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Ring Groups: Routes to one of your Ring Groups. Which are used to ring multiple Extensions simultaneously or in sequence.
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Terminate Call: Ends the call as Busy, Congestion, or Hangup.
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Time Conditions: Routes to one of your Time Conditions.
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Voicemail: Routes to a specific Agent's Voicemail box.
- (F) The options in this drop-down depend on your selection in (E).
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(E) Destination options include:
- (G) Return to IVR - When enabled, if the call passes through an IVR with Return to IVR enabled, the call will be returned instead of routed to the Invalid Destination.
- (H) Announce Extension - When enabled, the transfer extension number will be announced before the transfer.
6.) Add Entries to your Directory:
- (A) Name: Select the Name of an Agent in this drop-down.
- (B) Recording Name: Select the Name of a PBX Recording in this drop-down.
- (C) Dial: The Agent's extension will populate here.
- (D) Click Add Entry.
7.) Click the Apply Changes button.
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