Overview

The IVR module allows administrators to configure interactive voice menus. These menus let callers interact with the system through keypad inputs, routing them to the appropriate destination, like queues, extensions, or announcements based on predefined options.

How to access

• Sidebar (Settings Icon) => IVRs

Screen Layout

IVR Table:

• IVR Name: Name of the IVR configuration.

• IVR Description: A short description or label.

• Actions:

• Edit icon: Modify the IVR.

• Delete icon: Remove the IVR configuration.

How to Use

• Add a New IVR

1. Click + Add new IVR.

2. Fill in the following:

IVR General Options:

• IVR Name: Enter a unique name.

• IVR Description: Describe the purpose or function.

• Recording: Select the greeting or instruction recording.(uploaded from Recording Module)

• Timeout: Set the time (in seconds) to wait for input.

IVR Advanced Options:

• Invalid Entry: Message played for wrong input.

• Invalid Retry Recording: Message played after retry.

• Invalid Destination: Where the call is routed after invalid input.

• Timeout Retries: Number of allowed input delays.

• Timeout Entry Recording: Message when no input is detected.

• Timeout Destination: Route if timeout retries are exceeded.

• Destination Matches: Define conditions for routing.

IVR Entries (Keypad Mapping):

• Enter the digits the caller will press (e.g., 1, 2, 9).

• Select a destination (e.g., queue, extension, or announcement).

• Then Select the destination method based on the destination.

• Enable Return if the call should loop back after action.

• Click + Add Another Entry to define more options.

3. Click Submit to save or Cancel to discard.

• Edit an IVR

1. Click the Edit icon next to an IVR.

2. Update any general, advanced, or entry details.

3. Click Submit to save the changes.
   
   

• Delete an IVR

1. Click the Trash icon next to the IVR.

2. Confirm the action to permanently delete it.