IVR Examples

Admin Portal > Cloud PBX > IVR

1. Basic IVR with an Auto Attendant, Schedule, and Directory

In this example IVR, we have the caller first go to a menu where 3 options are presented: 1 for Sales, 2 for Support, and 3 for a directory of users on the account.

• Failure routing in the menu will cause the call to disconnect.
• The Sales option will hit a schedule, and, if it’s during the open hours, a group of 3 devices will be rung at the same time.
  • If no one answers, the call will go to Rob Barker’s voicemail.
  • If it outside of the open hours, the caller will go to Rob Barker’s voicemail.
• The Support option will go to a group of devices that will ring in a specific order.
  • If no one answers, the call will go to Doug Manager’s voicemail.
• The Directory option will go to a directory of all users on the account and the caller can reach a specific user by dialing their last name.

2. An IVR that Plays a Message Before Sending the Caller to Voicemail

While the IVR components do not include a message function, there is a workaround: Use the Menu IVR component to play a message. You will need to provide three audio files: Intro, Menu, and Invalid. Two of the audio files can be blank, but you do need to upload one file for each prompt.

In the scenario above:

• During lunch time, 11:30 am – 1 pm, the caller will be directed to a menu that plays a message and then goes to Rachel Holmes' voicemail using the Failure Routing option (see the pink schedule and green menu images below).
• If it’s NOT lunch time, a second schedule will be referenced.
  • During office hours, 8 am to 6 pm, the caller will be directed to a ring group. If no one picks up, the caller will have the chance to dial by name to reach someone specifically (see blue schedule image below).
  • Outside of business hours, the caller will go to Rachel Holmes' voicemail.

3. Ring Different Phone Numbers Before Going to Voicemail

One of the many benefits to having a VoIP system is the ability to handle multiple calls on one phone number; it isn't required to have a phone number for every concurrent call. While this allows customers to save money by not needing failover numbers, they may have call routing setup using these failover numbers and may want to duplicate that with their new system.

Instead of focusing on the phone numbers that will ring, ask who in the office will need to receive the call, in which order, and what should happen if no one is available. Once you know those things, you can set up the IVR with a "Ring Group."

The Group component lets you choose to have all devices ring at the same time, in a specific order, or to ring the first available device. See the IVR Components Guide for more information.

In the example below, the call goes to a group of four people, and, if no one answers, the call goes to Rachel Holmes' voicemail.

• All four users will have their phones ring at the same time. The phones will ring for 20 seconds before timing out.
• The timeout action is to send the call to Rachel Holmes' voicemail.