IVR #
IVR settings screen
NOTE: the # option has been introduced for transferring an IVR to a different destination.
This screen lists all system standard IVRs with the following details:
- Name
IVR name.(E.g. Welcome)(Display)
- Number
IVR network number.(E.g. 1010)
(E.g. Click to edit IVR configuration)(Button)
(E.g. Click to delete an IVR from the system)(Button)
Search #
IVR search
- Search
Search phrase.(E.g. Provide a search phrase here and hit enter to filter the records).([a-z][0-9])
- Name
Should search filter be applied to IVR names.(E.g. Check the box to search IVR names)(Check box)
- Number
Should search filter be applied to IVR numbers.(E.g. Check the box to search IVR numbers)(Check box)
Add/Edit IVR #
Click on the ‘Add/Edit’ button will open standard IVR options.
TIP:
Make sure to create a greeting sound before adding a new IVR. You may create one by dialing ‘*301’ from your UAD/Phone or by uploading a custom sound file from your computer through ‘System: Sounds’.
Edit IVR
- Name
Unique IVR identifier/name.(E.g. This name will be displayed once IVRs are accessed).([a-z][0-9])
- Number
Unique network IVR number.(E.g. This number is to be dialed in order to access the IVR).([0-9])
- Greeting
Greeting sound file.Example:Once a user enters the IVR, a greeting with instructions is played(e.g. ‘Welcome. For Sales Press 1…’). Select the greeting file played by this IVR here.NOTE: Greeting file name must start with ‘greeting-***’. To record a custom greeting message dial ‘*301’ from your extension. A newly recorded greeting file will have the current date stamp in the title(e.g. ‘greeting-Apr-14-2006-16-32’).(Select box)
- IVR Type
Set the proper IVR type.(E.g. PBXware works with four types of IVRs: Single, Multi digit, PIN-based, and Meeting IVR. Single digit IVR is used for small range of options(0-9). Multi digit IVR support between(10-9999999999) and is shared with all Multi Digit IVRs. PIN-based IVR allows dialing local/remote destinations by providing a pre-set IVR PIN number.)(Select box)
NOTE: When creating a new IVR, users can choose the IVR type “Meeting IVR”.Meeting IVR is selected when a user wants to join the Conference only via audio. A user needs to call a DID that is connected to a Meeting IVR and follow the instructions in order to join a Meeting. The necessary information (Meeting Number and Participant ID) is provided in an e-mail when the Meeting is being created.If this type is selected, the pre-recorded system’s Greeting is used and the field is therefore grayed out. Since the user gets asked for the Meeting Number immediately in the Greeting, the “Play Greeting” option will define how many times he can miss saying a Meeting number and get re-prompted.
- Destination
Set the proper destination for each digit pressed.(E.g. Once a greeting message(e.g. ‘Press 1 for Sales’) is played to user, provide the valid destination where the call is to go to once 1 is pressed. If John from sales department is to be dialed, select ‘Extension’ in this field. If you wish to provide additional options to caller, you can point him to another IVR with its set of options by selecting ‘IVR’ here).(Select box)
- Extension
This field further describes the ‘Destination’ field. In case ‘Remote Access’ or ‘Queue’ are selected under ‘Destination’, a predefined option will be available for selection under this option.(In the example above we have set the PBXware destination. In this option we set which destination part is to be dialed exactly. If ‘Destination’=’Extension’, provide the extension number here. If ‘Destination’=’IVR’ provide the IVR number here etc.).([0-9])
Destination Types #
- IVR
Destination for this selection is IVR with number entered into Extension field.(E.g. 401)([0-9])
- Queue
Destination for this selection is the Queue which is selected from the Extension select box.(E.g. Queue 1)(Select box)
- Conference
Destination for this selection is the Conference with number entered into the Extension field.(E.g. 500)([0-9])
- Extension
When the Extension is selected, the destination for this selection is the Extension with number entered into the Extension field.(E.g. 198)([0-9])
- Voicemail
With this option selected, you can leave voicemail for a specified extension.(E.g. 198)([0-9])
Directory DTMF Timeout
- Directory
With this option selected, you will have the ability to dial an extension by entering the first three letters of the extension’s last or first name, if it is provided. Dialing by the first or last name depends on the selection in the ‘Options’ menu for that selection.Directory “Response timeout” and “Digit timeout” are inherited from the IVR general settings.After entering the directory from an IVR for example, the user will have the same amount of time to start typing as set on IVR.
- Remote Access
This option enables you to remotely access one of four available types of destinations:Agent Login – enables remote login as an agentDestinations – enables one to dial any destinationVoicemail – remotely login to Voicemail(Select box)
- Fax to E-mail
When the user chooses this option, his fax can then be sent as an E-mail to the number provided in the Extension field.(E.g. 222)([0-9])
- Call External Number
When Call External Number is selected, destination for this selection is an external number that you will enter in the Extension field.(E.g. 004412345678)([0-9])
When you click on the Options button you will get the following window with two or three options, depending on your destination selection.
IVR Options
- Caller ID
Overrides the incoming Caller ID with custom information.(E.g. Sometimes, it is useful to know from which IVR the call is coming from. By settings ‘Lobby IVR’ here, all calls coming through this IVR will display ‘Lobby IVR’ on phone display. To show the actual phone number along with our data use ‘%CALLERID%’ with our text(e.g. ‘Lobby IVR %CALLERID%’). This will display ‘Lobby IVR 55528790’ on our phone display, where 55528790 is the phone number of the person calling us).([a-z][0-9], %CALLERID%, %CALLERIDNUM%, %CALLERIDNAME%)
- Language
Language used for this choice.(E.g. us)([a-z])
- Queue Priority
If the selected destination is a queue, this is where you set your priority in regards to other callers in that queue, with 1 being the highest priority.(E.g. 5)([0-9])
- Read extension number
If this option is selected, when the IVR selection is Directory, the system will spell the extension number after the extension name.(Check box)
- Search for name
Here you can select whether to search the directory by first or last name.(E.g. Last Name)(Select box)
- Department filter
Select the department that will be applied to this directory.(e.g., None, Accounting, etc.)
IVR Exit Digit
- Exit digit
The user can exit the Directory app at any moment by pressing the ‘#’ key.(Select box)