The 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.

General information

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

It is possible to add up to 2 individual IVRs.

Following actions are possible for the caller:

• 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 Hangup.

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

Overview

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

Edit IVR

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

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.