IVR

The Interactive Voice Response (IVR) feature allows the PBX to interact with the callers using voice recorded messages and DTMF tones input via the calling device keypad.

 

Creating a new IVR #

To add a new IVR click the “New”-button to display the form

  • Enter a name and a timeout
  • Optional: Add any DID numbers
  • Click the “Save”-button to add the IVR

 

Drawing the IVR #

To draw the IVR click on the “Edit”-button to display the form and go to the “IVR” tab to display the drawing board of the IVR.

  • Simply Drag & Drop the elements needed from the list on the left into the drawing grid to add them to the IVR.
  • To connect two elements simply click and draw the blue points at the edges of the elements to one another.
  • To configure the element, click on the gear-icon to open the settings dialog
  • To loop an element, click on the loop-icon. An active loop is shown with a green loop-icon
  • To delete an element, click on the red cross-icon

 

Field description

Timeout The time-out (in seconds) defines the timespan until the call will be hanged up if no next element is defined, no input is given or when no loop is selected. When loop is selected it defines the timespan until the element will be looped. The timeout time will be always prioritized over the duration of the announcement played.
Announcement The audio file that will be played at the start of the element. An announcement is always necessary when an input is requested.
Skip announcement when key/string is confirmed by pressing “#” When the skip option is not checked, any input from the caller will be only accepted after the announcement has finished. When checked the input can be made during the announcement and must be confirmed by pressing “#”. In general, all input should be confirmed by pressing “#”.
Loop When active the element will repeat itself until a correct input is given or the caller ends the call. The loop timespan is defined by the timeout not the announcement length.

 

IVR example

Here is an example of an IVR with a department selection between administration and support:

 

IVR elements #

Start

The element “Start” defines the starting point of the IVR. A call routed to this IVR by DID or other processing will start at this point.

PlayFile

The element “PlayFile” plays a selected announcement and then optional routes to the next element.

Get Key

The element “Get Key” expects a key (0-9) as input to route to one or more different elements. Minimum one input key is required to route to the next element. A key is a single digit input from the caller device.

  • To add a key, click the gear-icon to open the settings dialog
  • Enter a timeout and select an announcement that will be played when the caller reaches this element,
  • Select a key from the dropdown at the bottom of the window and optional add a comment
  • Click the “Add”-button to add the key-match
  • Click “OK” to close the window

Now the element shows one or more keys, depending on the number which has been added, with a blue point at the edge which now can be connected and routed to new elements.

Get String

The element “Get String” expects a number string as input, for example “1234”, to route to one or more different elements. Minimum one input string is required to route to the next element. A string is a multiple digit input from the caller device.

  • To add a string click the gear-icon to open the settings dialog
  • Enter a timeout and select an announcement that will be played when the caller reaches this element,
  • Enter a string at the bottom of the window and optional add a comment
  • Click the “Add”-button to add the string-match
  • Click “OK” to close the window

Now the element shows one or more strings, depending on the number which has been added, with a blue point at the edge which now can be connected and routed to new elements.

Match String

The element “Match String” expects one or more matching number string to route to one element or to a second if the number string does not match. “Yes” for matching and “No” if the input does not match. Minimum one input string is required to route to the next element. A string is a multiple digit input from the caller`s device.

  • To add a string click the gear-icon to open the settings dialog
  • Enter a timeout and select an announcement that will be played when the caller reaches this element,
  • Enter a string at the bottom of the window and optional add a comment
  • Click the “Add”-button to add the string-match
  • Click “OK” to close the window

Now the element shows one or more strings, depending on the number which has been added and two blue points, one for matching “Yes” and one if the input does not match “No”, which now can be connected and routed to new elements.

Destination

The element “Destination” route the call to a defined destination and ends the IVR.

System Record

The element “System Record” lets the caller record a message and ends the IVR.

Email

The element “Email” sends a template e-mail and optional routes the call to another

 

Powered by BetterDocs