Interactive Voice Response (IVR)

IVR allows the caller to interact with a computer-operated telephone system through the use of keypad input.

It can be used in conjunction with a time condition call routing configuration setup.
IVR requires an audio playback in the form of a wav or can be created by using text-to-speech announcements. Click here to find out how to use announcements

The description should mirror the audio playback to allow you to see how the IVR has been setup.

Route Configuration will allow you to mange the call route setup for each keypad option.

To create a IVR simple press add IVR

complete the fields required. Example below.

Please keep in mind that that you can set a selection time out for customers. IF the time out is reached then you can set that time out to either replay the IVR or push the customer through to an extensions or call group/queue. This is done under system routes “Keypad Selection timeout”

By clicking on any number on the “keypad routes” you can setup how the call route is configured.

Example 1 using a call queue

Example 2 - using a call group

Example 3 - using a combination of extension direct then to a call group or call queue

Now that you have created your IVR option setup it is time now to implement the IVR into your chose number call route. please refer to Setting Number Route