Configure IVR

To configure the IVR, go to Settings --> IVRs node.

The IVR tab allows you to access all the IVRs on the server. You can see the company name, name of the IVR, description of the IVR, and the IVR nodes. You can search the IVR by company name; edit and delete the IVR. 

The IVR (Interactive Voice Responder) is the tool traditionally used to respond to incoming calls with pre-recorded messages, allowing callers to route the call to an extension or a group based on the choice entered with the telephone keypad. 

You need to assign your incoming numbers to the IVR so that the auto responder can handle incoming calls.


6.3 configurazione risponditori-inserimento

 6.3 configurazione risponditori

To add a new IVR, click on the new IVR icon  add32.

After creating a new IVR (you will find it in the IVR list) you will need to add the root node its sub-nodes. Only one root node can be created for each IVR. To create the root node, click on show the details button search go to the IVR details page, and then click on new root node button. You can also change the name and description of the IVR by clicking on the pencil icon.

cloud ivr voice

See parameters of root node below:

6.3 configurazione risponditori-inserimento-nodo

 Company Displays the company name which owns the IVR.
Parent node This field will only be active if the current node is a sub-node.
 Description Type the description for the root node.
Audio type Upload the audio wave file in the select audio message field from the local or remote computer or you can select a file from the server. If you select none then no message will be played.    
Loop Message If the loop audio message is enabled then the audio message will be played constantly.
Input Type This allows you to select the input type from caller and based on this it will forward the incoming call. There are three possibilities for input types:
  • A fixed length input:This input type ends after a fixed number of digits in the number of digits input. 
  • Termination character: This input type ends after the caller enters a pre-arranged character (# or *) specified in the character input end. 
  • Deadline time last digit: This input type ends after a time (specified in the timeout ultra figure) where the caller does not send DTMF.
Input Waiting TimeEnter the max time the system should allow the user to enter a key. When this time expires, if no key has been entered, the IVR will execute the action selected on failure.
Failover   You can assign where to transfer the call (e.g. User, Group, Other responder) following the failure of user input.
Action nodeYou can select the action that will be performed according to user input. There are seven possibilities for node action:
NOThis indicates that the user will be disconnected after the audio message is played.
Go to next nodeThis action uses the user input to go to next node.
Transfer to a userThis will forward the call to specific user from the list of users of the PBX after audio message is finished.
Transfer to a groupThis action will forward the call to a group from the PBX list of groups after the audio message is finished.
Transfer to IVRThis action forwards the call to another IVR.
Transfer to a numberThis action transfers the call to another.


Add Sub-nodes to the root node:

When the root node provides choices for the user to go to sub nodes by entering input keys (e.g. Press 1 for sales office, 2 for the technical office ...) then you need to add sub nodes. You can add sub-nodes by clicking on the name of the root node. Then a context menu will appear that will allow you to add a sub-node to the selected node (you can also delete or edit the selected node). 

pbx addsubnode 

 pbx ivr details

 cloud configure voicemails

The sub-nodes have the same properties as the root node (see above). You can access the sub- node only by the key selection and it can not be directly accessed from outside. However, sub-node  allows the user to return to the previous node (the node from which the call came) of the sub-node using Back key.

Selection Key: Assign the number here and when same number is typed into the parent node it allows the user to enter the sub-node.

Back Key:  Assign here the number which will be used to return to the previous node. For example, if the user has  entered the number by mistake to go to sub-node, then user can enter the back key number to return to the previous node. It is essential that audio message communicates the back key number clearly.