IVR (Interactive Voice Response) Menus - sometimes called an Auto Attendent or Auto Receptionist - provide a way of allowing the caller to route their own calls to the appropriate destination, via a greeting that lists a set of numbered options that are then configured to route to extensions, ring groups or other destinations. IVRs can also be used to provide announcements, for example, by having it play a greeting, provide no options and only have a exit action that sends the call to the next destination.
When creating or editing an IVR, you will first have to create a Recording to be played to the caller. The recording you make should include the options that you want the caller to hear. For example, "Press 1 for sales, 2 for support or 3 for any other enquiries.".
| Setting | Description |
|---|---|
| Name | A descriptive name for this IVR. |
| Extension | The phantom extension number for this IVR. |
| Language | Should always be 'en'. |
| Greet Long | This is the recording that the caller will hear when they first reach the IVR. |
| Greet Short | An optional shorter greeting that the caller will hear should they return to this IVR. |
| Options | The list of options you want the caller to be able to use. Option should be numbers 0-9, Destination will be the destination for that option. |
| Timeout | Time in milliseconds to wait after playing the greeting. Do not set to less than 3000 (3 seconds). |
| Exit Action | What action to take if the caller does not select an option, or the timeout is reached. |
| Direct Dial | Allow callers to directly enter an extension number to be put through to. |
| Ring Back | What sound do you want callers to hear when the IVR tries to connect them to their destination. You can select from Music On Hold and various ringtones. |
| Caller ID Name Prefix | This will be added to the caller ID displayed on an extension. |
| Advanced | It is not recommended to alter anything under this section. |
| Enabled | True/False |
| Description | You can enter a description of your IVR here. |