IVR (Interactive Voice Response) extensions are automated answering machines which guide callers to their destination by providing a number of choices and waiting for a caller to make a selection through DTMF tones via their device keypad.
They are often used in first point of call routing, where a caller is presented a number of options from a pre-recorded prompt, such as "Press one for Sales", "Press two for accounts" etc.
To Create an IVR press the "Add IVR" button.
Make sure to create a greeting sound before adding a new IVR. You may create one by dialing '*301' from your Handset or by uploading a custom sound file from your computer through 'System: Sounds'.
More information on uploading sound files:
The configurable fields inside the IVR are:
Unique IVR identifier/name.
(ex. This name will be displayed once IVRs are accessed).
Unique network IVR number.
(ex. This is the extension number that is to be dialled in order to access the IVR).
The greeting sound file.
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.
- IVR Type
Set the IVR type, this is expanded upon in the PIN based IVR and the Multi-digit IVR articles.
(ex. CallSwitch works primarily with two types of IVRs: Single and Multi-digit. Single digit IVR is used for small range of options (0-9). Multi digit IVR support between (10-9999999999) and is shared across all Multi Digit IVRs).
- Destination & Extension
Set the destination for each digit pressed, this can be a single extension, an external number or any kind of call routing application e.g. Queue.
(ex. 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 the sales department is to be dialled, select 'Extension' in this field and select his extension from the drop down. If you wish to provide additional options to callers, you can point him to another IVR with its set of options by selecting 'IVR' here).
A breakdown of each destination type can be found below:
The destination for this selection is another IVR with the extension number entered into the Extension field.
(ex. 4000 - IVR 2)
The destination for this selection is a Queue group with the extension number entered into the Extension field.
(ex. 5000 - Queue 1)
The destination for this selection is a Conference bridge with the extension number entered into the Extension field.
(ex. 5050 - Sales Conference)
When the Extension is selected, the destination for this selection is an Extension (either single extension or Ring group extension) with the number entered into the Extension field.
(ex. 8866 - Aaron Foster)
With this option selected, you can leave voicemail for a specified extension.
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.
A new feature in CallSwitch 5 is to filter IVR Directory per Department. Search is simplified inside the IVR Directory by limiting search to a group of extensions (Departments) instead of the entire directory.
- Remote Access
This option enables you to remotely access one of three available types of destinations:
Agent Login - enables remote login as an agent (CC Servers only)
Destinations - enables one to dial any destination
Voicemail - remotely login to Voicemail
- Call External Number
External number allows the IVR to route calls out to a public number through the PSTN. The number defined could be a mobile number or a full Geo/Non Geo number.
Besides each selection is an options key. when you click on the Options button you will get the following window with two or three options, depending on your destination selection.
- Caller ID
Overrides the incoming Caller ID with custom information. This can be done at this step or in any routing group (e.g Ring groups or Queues)
(ex. Sometimes, it is useful to know from which IVR the call is coming from. By setting 'Support option' here, all calls coming through this IVR will display 'Support option' on phone display. To show the actual phone number along with our data use '%CALLERID%' with text (e.g. 'Support option %CALLERID%'). This will display 'Support option 03301227000 ' on our phone display, where 03301227000 is the phone number of the person calling us).
(%CALLERID%, %CALLERIDNUM%, %CALLERIDNAME%)
Language used for this choice
- Queue Priority
If the selected destination has a queue, this is where you set your priority in regards to other callers in that queue, with 1 being the highest priority.
(ex. 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.
- Search for name
Here you can select whether to search the directory by first or last name.
(ex. Last Name)