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IVR Menus

IVR Menu stands for Integrated Voice Response Menu. The telephone system plays a message, and the caller responds by dialling the desired destination. For example: ‘Thanks for calling Jo’s salon. For appointments, press 1; to pay your bill, press 2’.

To create an IVR menu, go to Features—IVR Menu, then press ‘New.’ Give it an appropriate name, such as ‘Main number IVR’. 

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New IVR Menu

After selecting New, you will see the settings for the new IVR

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Settings

Name:

Set a name that you wish to give to the IVR

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Description:

You can add a description explaining what the IVR is used for, this is optional.

Allow caller to enter feature code or extension:

You can enable this if you want callers to dial a feature code or an extension at this level of the IVR. 

 

Note: We recommend using one of your destinations to be the way to dial through to extensions or feature codes. This speeds up call delivery.

 

Use Auto-Attendant with an announcement in a spare digit choice. Like number 9

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Time out after:

This is the waiting time the system will pause to see if any other digits are dialled. It works in conjunction with the feature, 'allow caller to enter a feature code or extension '. If this feature isn't enabled, the system will ignore this and route the call immediately to the chosen destination.

Show in reception console:

This allows the IVR to be shown in the portal operator console.

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Once set the settings options will look like this with the additional option of the IVR PIN. This is used when calling the IVR and setting up via the call.

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Destinations

On a new IVR Menu, the destinations will appear like this. Options 1 to 0 plus the star key * will be set as ignore key press. The hash # key will be set as the IVR Setup menu. The timeout option will be set to replay menu by default.

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Key Options 0,1,2,3,4,5,6,7,8,9 & *

 

 

are set as ignore by default. You can choose to change these to anything you have avaiable within the system configuration. Keep in mind that unless a feature is enabled, you may not see it in the list. If you don't have Queues, then these will not be available.

 

 

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 Once you have selected your option and saved the IVR menu, you can use the quick jump arrows to navigate to the destination for your IVR choice and make any changes there.

The # IVR menu option allows you to make changes to the IVR via a telephone call to the IVR. You will need to set up an external number or a feature code to call the IVR, then press the hash key to make changes.

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PIN for IVR setup menu:

To keep the IVR secure. The IVR will require a 6-digit PIN. Press the password viewer icon to see your PIN. It is not recommended to make this an easy PIN. This is to prevent fraud.

Time out:

The time-out option works with the 'time out after' parameter in the settings above. The default is 5 seconds.

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Greeting

 

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Choose a sound:

 

If you have any sound files saved in the sounds file system on the portal, you can choose one to play to the caller when they reach the IVR.

 

There is a default message that will play if you don't save a new recording.

 

The default message is.

 

You have these options: 1, 2, 3, 4  (depending on the number of options you have set)

 

 

 

 

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Or Upload:

 

You can upload a file directly from your PC; just be sure it is in a compatible format.  A WAV file, 16-bit, mono, and 8 kHz

Create with Text to Speech technology:

 

You can also use the text-to-speech system to generate a new sound file for you to play when callers reach the IVR menu.

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Once a sound file has been saved, the Greeting options will look like this, with options to be able to play the file back to you via your PC or phone.

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Play button:

 

You can press the play button to play the sound file through your PC speakers.

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Pause:

 

When the recording is playing, you can use the pause button to stop the recorded sound file

Sound file audio wave:

 

You can use your mouse to fast-forward and rewind the playback position of the sound file.

 

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Download button:

 

You can download the file to your PC.

Play via call:

 

You can listen to the sound file via a device by entering the number here; choose your extension number or an external number like your mobile.

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Other options for this IVR Menu:
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You can also copy the IVR using the " Make a copy option here.

 

You can also keep notes about the IVR here too.