IVR Components Guide

Modified on Wed, 15 Jan at 12:24 PM

Admin Portal > Cloud PBX > IVR

If you really want to dig in and find out what each of the IVR Components does, you've come to the right place. Thus, we present the IVR Components guide. These components can be accessed when adding a new IVR or editing an existing one.

Components will be automatically arranged as they are added to the IVR so they can be easily found, moved around, and connected as the IVR is built. See also Add IVR.

Menu/Message
Schedule
Directory
User
Group
Hang Up

Menu/Message

Used to direct the caller to an auto-attendant message and setup DTMF (Dual-tone Multi-Frequency, commonly referred to as "touchtones") options for call routing based on the key dialed.

Field	Description
Menu Name	The name of the menu.
Intro Prompt Upload	The recorded audio that a caller will hear upon entering the menu. A .WAV file must be imported to before the IVR will allow changes to be saved.
Menu Prompt Upload	The recorded audio that a caller will hear after the introduction prompt has completed. Example verbiage: "Thank you for calling Acme Corp. Press 1 for Sales, 2 for Support, or 3 for Billing."
Menu Repeat Delay	How many seconds before the menu prompt repeats itself.
DTMF Options	Add DTMF (touchtones) options for any digits (0-9, * and #). Each DTMF option will need a name and a completed route. Select the *DTMF option (0-9,, or #). Click the [Add Option] button. Enter a name for the DTMF option. Repeat** steps 1-3 for all DTMF options to be added.
Menu Timeout	The number of seconds delay before directing the call into the failure route.
Invalid Prompt Upload	The recorded audio that a caller will hear after attempting an invalid DMTF prompt. Example verbiage: "The number you entered was invalid. Please try again."
Max Invalid Selections	The number of invalid DTMF (touchtone) selections that will be allowed prior to directing the call into the failure route.
[Delete]	Removes the Menu/Message component from the IVR.

Schedule

Allows the call to be routed to different destinations depending on the day and time of the call.

Field	Description
Schedule Name	The name of the schedule.
Add a Rule	Add additional rules to the schedule here. See Add an IVR Schedule for details.
Rule Type: Custom	Sets up a schedule that applies on a single day (e.g. a holiday). Enter the date and time this rule should be in effect.
Rule Type: Weekly	Sets up a schedule that repeats each week (i.e. Business Hours). Enter the time each day that this rule should be in effect.
[Delete]	Removes the Schedule component from the IVR.

Directory

Automatically creates an index of each user's last name and extension number. Incoming callers can be directed to this section to enter a known direct extension or to search for the extension of a known user's last name.

The maximum number of digits that can be entered is equal to the account's extension length.

For example, when using a name-based directory on an account that uses 4-digit extensions, the IVR caller will enter up to 4 digits of the desired user's last name. If the caller enters 4 digits processing will occur automatically. If the caller enters less than 4 digits they must enter the pound key to initiate the processing of the selection.

Field	Description
Allow callers to dial by last name	Allows callers to dial the last name of the user they are trying to reach on their keypad. Each potential match is read back to the caller with instructions on what to dial to be connected to each one. The call is then routed to the user using their normal call handling rules.
Allow callers to dial by extension	Allows callers to dial the extension of the user they are trying to reach. The call is then routed to the user using their normal call handling rules.
Intro Prompt (required)	The recorded audio a caller will hear upon entering the directory. Example verbiage: "If you know your party's three-digit extension, please dial it now."
Invalid Selection (required)	The recorded audio a caller will hear after entering digits that do not map to an extension or users last name (depending on the setting being used). After the Invalid Selection prompt is played, the caller will start over with the directory menu (including hearing the Intro Prompt again). Example verbiage:"The extension you entered was invalid. Please try again."
[Delete]	Removes the Directory component from the IVR.

User

Routes to a single user, whose personal call handling settings will then apply as normal (unless "send calls directly to voicemail" is selected).

Field	Description
User selection dropdown	Define which user the incoming call on this path will be directed to from all users on the account.
Send calls directly to voicemail	Bypasses any call handling rules and will route directly to the user's assigned voicemail box.
Delete	Removes the User component from the IVR.

Group

Allows the call to ring multiple devices or users.

Field	Description
Name	Enter a name to identify this group
Group Type	[Device] to route the call directly to the device(s) specified through the [+ Add Device] button. All user call handling rules will be ignored. [User] to route the call to the user(s) specified through the [+ Add User] button. All user call handling rules will be honored. The first user (or users call handling rule) to answer will get the call.
Ring all devices simultaneously	Rings all devices in the group at the same time. The first device to answer gets the call.
Ring all devices in order	Rings one device in the group at a time in a specified order until the call is answered.
Ring first available device	Routes the call to the first device available to receive a call from the list specified.
Add Device / User	Add an additional Device or User to the group.
Ring Timeout	The number of seconds the call will attempt to route to this group. After the timeout, calls will route to the next specified IVR component. This is required for Device Groups. Groups do not support infinite loops. Routing a ring time out to itself would cause calls to disconnect to protect platform stability.
[Delete]	Removes the Group component from the IVR.

Hang Up

Terminates an incoming call when it reaches this point.

Field	Description
[Delete]	Removes the Hang Up component from the IVR.

Audio File Format

WAV files must be in an 8-bit Mono U-Law file format. A WAV file must be uploaded before the IVR will allow changes to be saved.