IVR Tree is a special form of IVRs where the creation of particular IVR is more graphically oriented than it is with regular IVRs.
When you click on the 'Create' button, you will be asked to enter an IVR name and number after which the IVR will be available for editing.
After you've created or selected the existing IVR, you can edit it
If you click on the 'Edit' button, you will get the 'Edit Properties' dialog where you can edit this IVRs properties
- IVR's name
- (ex. Test Tree)
- IVR's extension number
- (ex. 777)
- Number of rings
- Number of rings before the caller enters the IVR
- (ex. 4)
- Response Timeout
- Time period in seconds during which an IVR option must be dialed by the user. Useful when Local dialing is turned on.
- (ex. 4)
- Digit Timeout
- Timeout in seconds during which a new digit must be dialed. Useful when Local dialing is turned on.
- (ex. 1)
- Selection Timeout
- Timeout in seconds during which the selection must be made.
- (ex. 3)
- Direct access
- This option, if turned on, disables direct access to this IVR. This means that this IVR can be accessed only through other IVR.
- (Check box)
- Local dialling
- Enable user to dial local extensions while inside IVR.
- (Check box)
Button 'Delete' of course is used to delete given IVR.
'Save' button must be pressed every time a change has been made so it could take place.
Actions & Selections
As you can see in the example picture, a main part of the IVR Tree is Actions and Selections. Action or Selection can be added by clicking on a plus icon, and can also be deleted by clicking on the delete button right next to it.
Actions are items that are going to be executed when the user enters IVR. They will get executed in the order in which they are placed in the list. Actions can be added by clicking on the plus button.
- Dial Local Extension
- This option lets you dial the local extension which is set in the Extension field, when the action is executed.
- (ex. 303)
- Dial Remote Extension
- This option lets you dial the remote extension which is set in the Destination field.
- (ex. 404)
- Dial Voicemail
- Enables you to leave a voicemail for the given extension
- (ex. 505)
- Check Voicemail
- This option enables you to check the voicemail of the extension which you provide with your keypad.
- Go to context
- Go to given context and extension
- (ex. Context: time, Extension; 222)
- Start Recording
- Start recording further conversation
- (ex. If Silent recording is turned on, the user will not hear the announcement that his call is recorded)
- Set Queue Priority
- If the user is about to enter a queue he is going to enter it with a given priority.
- (ex. 5)
- (Select box)
- Set Language
- Set the language that is going to be used in IVR
- (ex. Use the two letter notation like 'us')
- Play Sound
- Play a sound file which the user can select and also set a language for it if the sound file was supplied in several languages. Also you can set here to accept DTMF tones or keypad buttons during play so you can dial local extensions if that option is enabled in IVR properties.
- Change CallerID
- Change users CallerID
- (ex. John Doe)
- Wait the given number of second before IVR continues to execute actions.
- (ex. 5)
- Busy signal
- Play the 'Busy' sound to user.
- Hang up the current call.
Arrows pointing up or down are used to change the order of items which is very important for Actions but non-important for Selections. Clicking on the up arrow on an action puts that action in front of the previous item, or clicking on the down arrow puts that action after the next item.
IVR Tree Graph
When you click on the IVR Tree Graph menu, you will get a graphical representation of your IVR Tree