An Interactive Voice Response (IVR) system gives a caller the option to choose from several destinations
Before configuring your IVR, you will need to set up system recordings that will give instructions to the caller.
You will also need to set up the destinations you plan to use with the IVR, such as extensions, ring groups, queues, voicemail boxes, directories, other IVRs, etc.
Always be sure that your message to callers matches the options that are set up in the IVR. If you change your IVR options, don’t forget to change your recording!
In case the caller does not enter anything, or makes an invalid entry, the IVR can send the caller to an alternate destination (the “invalid destination”). Always set up a destination for the caller to reach in case he/she reaches the maximum number of invalid entries or fails to make an entry.
1. Go to Applications → IVR Click the Add IVR button Under IVR General Options,
2. Type an IVR Name
3. Type an IVR Description (both can contain spaces).
4. Use the Announcement drop-down menu to choose the system recording you would like to play to callers when they arrive at the IVR.
*Note* Please see visit the System Recordings module at Admin -> System Recordings if you need to set up recordings.
5. Set up your IVR entries. These are the options that callers can dial. The Digits pressed field is the number the caller needs to dial in order to reach the specified destination.
6. Select the Destination you want the call to go to when they press the corresponding number
7. Click the plus sign Add Another Entry to add additional entries.
8. Click Submit button
9. Click the Apply Config button.
*Note* There is one final step you must take in order to make your IVR work for you. You will need to either set the IVR as a destination on an inbound route, or set it as a destination in one of your other modules (i.e. Call Flow Control, Time Conditions, etc.). This will enable callers to reach your IVR.