OVERVIEW INTERACTIVE VOICE RESPONSE IVR
The call distribution mode "Interactive Voice Response IVR" is characterized as follows:
• An incoming call is routed to an IVR menu, where the caller can be informed with a notification and optionally prompted for specific key entry.
• Any number of IVR menus are allowed within an IVR call distribution.
• An IVR menu contains any number of IVR rules which define an action upon a certain condition:
Available conditions:
- "Immediately when the menu starts"
- "After some delay"
- "If a key is pressed"
- "If a collected number matches a certain criteria"
Possible actions:
- "Call a number"
- "Play an audio file"
- "Play a notification"
- "Change to another menu"
- "Release this connection"
- "Call the collected number"
• A PBX extension with a IVR is counted as "Service Extension" in the license.
OVERVIEW INTERACTIVE VOICE RESPONSE IVR
ACTIVATE CALL DISTRIBUTION: INTERACTIVE VOICE RESPONSE IVR
BEST PRACTICE BEFORE STARTING THE CONFIGURATION OF IVR
| 1. In a simple story book plan the menu structure and what must be done in the menu. Example: Menu Name: "Welcome Working Hours" • Play welcome text with instructions • Wait for user key input: - Press 1 for support - Press 2 for sales - … Menu Name: "Support" • … • Menu Name: "Sales" • … 2. Create all destinations that will be signaled by the IVR e.g.: • Personal extensions • Advanced Call Distribution ACD • (Other Interactive Voice Response IVR) 3. Prepare all needed audio files of this IVR for upload. |
CONFIGURATION IVR: CREATE & UPLOAD NOTIFICATION & MUSIC AUDIO FILES
CONFIGURATION IVR: PREPARE EVERYTHING FOR THE IVR
CONFIGURATION IVR: SELECT A TIMETABLE
CONFIGURATION IVR: ASSIGN IVR'S TO THE TIMEBANDS
OVERVIEW IVR-RULES
IVR-RULES: LIST OF "CONDITIONS"
IVR-RULES: LIST OF "ACTIONS"
IVR-RULES: NUMBER-COLLECTION "CONDITION" & "ACTION"
IVR-RULES: USEFUL REGEX FOR NUMBER-COLLECTION
CONFIGURATION IVR: EXAMPLE "SUPPORT IVR"
