IVRs

Updated: April 22, 2024

Go to: PBX > IVR

An IVR is a touch-tone interactive system that facilitates call routing and distribution. Essentially, an IVR provides a pathway for callers to locate and connect to their desired destinations.

Click “Create IVR” to get started.



Name. Create a name for the IVR.

Description. Provide a description of the IVR (optional).

Announcement Audio File. Record and/or upload a .wav audio file to be used as the IVR's greeting audio. This recording should include the A) greeting B) the destinations C) the digit to press for the destination. Digits 0-9, * and # are available for IVR programing.

Example of IVR audio recording: "Hi, you've reached ABC Company. For sales, press 1... for support, press 2, for all other inquiries press 0 or stay on the line."

Click HERE to read about how to record/upload audio files.

Extension. This provides the option to create an extension that leads to the IVR, which is mainly used for internal transfers.



Advanced Settings

Invalid Entry Retries. Enter a numerical value for the number of invalid selection retries allowed before the system hangs up. The default is 3 retries.

Invalid Audio File. This feature provides the option to upload an audio file for the invalid selection announcement. If no audio file is selected, the systems default "I'm sorry, that is not a valid extension, please try again" recording will play.

Invalid Destination Type. This feature provides the option to select a "Failover" destination, if invalid selections reach the maximum attempts set by Invalid Entry Retries. If no selection is made, the default System:Hang Up will be used.

Timeout Duration. The amount of time (in seconds) before the IVR repeats, if no selection has been made. The default is 5 seconds.

Timeout Retries. Enter a numerical value for the number of retries if the IVR times out, which is set by Timeout Duration. The default is 3 retries.

Timeout Audio File. This feature provides the option to play an audio recording, if the caller waits too long (based on Timeout Duration) to make a selection.

Timeout Destination Type. This feature provides the option to select a "Failover" destination, if the call times out based on the Timeout Duration. If no selection is made, the default System:Hang Up will be used.

Allow Agent Extensions. This selection allows the caller to enter an agent's extension and bypass the IVR selections. If this selection is enabled, it's important to inform the caller, during the announcement audio, that if they know their party's extension they may dial enter it on their dialpad.



IVR Controls

Every dialpad digit can be programmed into the routing scheme to redirect to unique destinations. This section provides a visual representation of a telephone keypad that allows for the mapping of digits to destinations. Every digit is given a drop-down menu with a list of destinations. Select a destination for any of the digits to be used in your routing scheme.

Click Save to finish. 



Phone Numbers (DIDs)

IVRs require a phone number (DID) to connect to the IVR. If you have DIDs with another carrier, you may port them in or add and point them to CallTools in order for us to handle the phone call. Contact support for details.

Click HERE to read about Phone Numbers (DIDs) 

Conclusion

IVRs, like Queues, are great tools to be used as part of an inbound call strategy. Once the IVR is set up, it's important to test it thoroughly to ensure the routing path is mapped properly and working as intended.