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Section
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titleIntroduction

The usage of audio files is a central aspect of the telephony inside the Gigaset Fusion. There are system announcements available which can be used, but individual announcements will make it your personal device.Interactive Voice Response can help in many installations to reduce the amount of calls at the central desk by informing caller via announcements or directing them directly to the voicemailbox.

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titleOverview

Table of Contents
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titleNetworkGeneral information

General information

The audio files IVR can be added and edited in the Web-interface in Settings → Telephony → Audio Voicemails page.

It is possible to add up to 2 individual IVRs.

Following actions are possible for the caller:

  • Record new announcement
  • Upload new announcement
  • Play the announcement (via Fusion loudspeaker)
  • Edit the file-name
  • Delete the announcement

  • Play audio file
  • Hangup the call
  • Go to extension (internal or external extension)
  • Repeat announcement
  • Voicemail

When the caller reaches the IVR, the selected announcement will be played and the caller can directly enter his DTMF tones to select the required option (0-9, #, *). If no DTMF is recognized there is a Delay after the announcement, before the announcement is repeated again. The announcement is played up to 3 times. If still no input is detected, the "No input" option is executed. By default this is HangupIt is recommended to create a plan what kind of announcements are required for call divert rules, answering machines and the IVR. That makes it much easier, as then the recordings can be done all at once.

Info
titleAttention

The PC port is not operable when Fusion is connected only via WiFi to the networkFor many situations the usage of the IVR in combination with a call divert rule (scheduled forwarding) is very helpful. For example, only forward the caller to the IVR during in-office-times. During out-of-office-times just play an announcement.

Announcements

Record new announcement

Recording a new announcement can be triggered on several occasions on the Fusion, e.g. it is possible during the setup of the IVR or answering machine to record a personal announcement. In most cases, the announcements are recorded via the telephony audio menu. In the Web-interface the admin can select also the recording-device.

Once the recording is started it is required to end the recording by pressing '#' on your keypad (or 'Done' on the Fusion display). The recording is directly listed in the announcements-list with a timestamp.

Edit announcement name
In order to remember the content of the audio recording it is higly recommended to edit the file-name directly after recording!

It is also possible to upload existing audio files to the Fusion. Supported are MP3, OGG, WAV files.

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titleLAN connection
Info
titleAttention

Announcements can only be deleted, when they're not in use in an answering machine, call divert rule or IVR.

Audio page overview:

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Upload and recording options:

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Instructions after started recording:

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Overview with new audio file:

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Edit mode:

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Error message when trying to delete announcement which is already in use:

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New IVR

Add new IVR

Setup Wizard

The setup wizard for the IVR is only available for the administrator in the Web interface. 

What is editable during the wizard?

  • Name of the IVR
  • Internal number of the IVR. By default the next free available number is used.
  • Incoming connection. Only numbers are selectable, which are not used by other devices, groups or IVR.
  • Outgoing connection
  • Announcement
    • Announcement recording possible in the wizard
  • Announcement delay
  • Configuration of keys 0-9, *, #
  • No Input action


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titleAttention

During configuration it is mandatory to configure the outgoing line, specially for the "Go to extension" option.

Overview

In the overview the IVR is listed with the name and the respective incoming and outgoing connections.


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titleEdit IVR

Edit IVR

All necessary settings can be edited later on in the Web interface IVR details.

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Name

Name of the IVR, which is presented in the overview page.

Internal Number

The internal number used for communication inside the system. The IVRis reachable under this number. The IVR does NOT have individual call divert settings for the internal number. This is only available for devices, groups and lines.

Number Assignment

The administrator can select here the number assignment for the IVR. The incoming line selection is optional, but the outgoing line is mandatory. This is required for the "Go to extension" option later.

Announcement

The announcement is played, when the caller reaches the IVR. It is recommended, that the announcement reflects all configured options of the IVR. Furthermore the recommended maximum of options is 5. Callers will not remember all options if more are offered via the announcement.

Here it is also possible to record a new announcement. After successful recording, the announcement is available in the dropdown-list.

Announcement Delay

The delay is added to the end of the announcement before it is repeated. During the announcement and delay the caller can enter always DTMF digits to select a configured option.

Keys

For each key it is possible to select one of the following options:

  • Play audio file
    The selected audio file is played, then the call is hangup.
  • Hangup the call
  • Go to extension (internal or external extension)
    Possible to configure an internal or external extension here. The extension needs to be entered manually.
  • Repeat announcement
    Repeat the main IVR announcement.
  • Voicemail
    Select here an available voicemailbox. The announcement of the voicemailbox will be played before the recording (if recording is active).

No Input

This action will be performed, if no DTMF digit were recognized and the announcement is already played 3 times. This can be caused by a misconfigured DTMF setting or simply, the caller has not entered anything.

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titleWi-Fi connection

Music on Hold

By default a Gigaset music is played, when a user is put on hold by an internal user.
For individualization, it is possible to upload an individual Music on Hold file to the system.

It is possible to upload multiple MP3 files with the total maximum amount of 10MB.

The files are played after each other and always starting at the first file.

Web-interface MoH settings, Default Gigaset MoH:

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Web-interface Upload dialogue:

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Web-interface uploaded individual Music on Hold:

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