Add/Edit IVR

TIP: Make sure to create a greeting sound before adding a new IVR. You may create one by dialing '*301' from your UAD/Phone or by uploading a custom sound file from your computer through 'System: Sounds'.

Edit IVR

Name: Unique IVR identifier/name. (ex. This name will be displayed once IVRs are accessed).

Number: Unique network IVR number. (ex. This number is to be dialed in order to access the IVR).

Greeting: Greeting sound file.

Example: Once a user enters the IVR, a greeting with instructions is played(e.g. 'Welcome. For Sales Press 1...'). Select the greeting file played by this IVR here.

NOTE: Greeting file name must start with 'greeting-***'. To record a custom greeting message dial '*301' from your extension. A newly recorded greeting file will have the current date stamp in the title(e.g. 'greeting-Apr-14-2006-16-32

IVR Type: Set the proper IVR type (ex. CloudPBX works with two type of IVRs: Single and Multi digit ones. Single digit IVR is used for small range of options(0-9). Multi digit IVR support between(10-9999999999) and is shared with all Multi Digit IVRs).

Destination: Set the proper destination for each digit pressed (ex. Once a greeting message(e.g. 'Press 1 for Sales') is played to user, provide the valid destination where the call is to go to once 1 is pressed. If John from sales department is to be dialed, select 'Extension' in this field. If you wish to provide additional options to caller, you can point him to another IVR with its set of options by selecting 'IVR' here).

Extension: This field further describes the 'Destination' field. In case 'Remote Access' or 'Queue' are selected under 'Destination', a predefined option will be available for selection under this option.

Destination Types

IVR: Destination for this selection is IVR with number entered into Extension field (ex. 401)

Queue: Destination for this selection is the Queue which is selected from the Extension select box (ex. Queue 1)

Conference: Destination for this selection is the Conference with number entered into the Extension field (ex. 500)

Extension: When the Extension is selected, the destination for this selection is the Extension with number entered into the Extension field (ex. 198)

Voicemail: With this option selected, you can leave voicemail for a specified extension (ex. 198)

Directory: With this option selected, you will have the ability to dial an extension by entering the first three letters of the extension's last or first name, if it is provided. Dialing by the first or last name depends on the selection in the 'Options' menu for that selection.

Remote Access: This option enables you to remotely access one of four available types of destinations:

Agent Login - enables remote login as an agent

Destinations - enables one to dial any destination

Voicemail - remotely login to Voicemail

Fax to E-mail: When the user chooses this option, his fax can then be sent as an E-mail to the number provided in the Extension field (ex. 222)

Call External Number: When Call External Number is selected, destination for this selection is an external number that you will enter in the Extension field. (ex. 004412345678)

When you click on the Options button you will get the following window with two or three options, depending on your destination selection.

IVR Options

Caller ID: Overrides the incoming Caller ID with custom information (ex. Sometimes, it is useful to know from which IVR the call is coming from. By settings 'Lobby IVR' here, all calls coming through this IVR will display 'Lobby IVR' on phone display. To show the actual phone number along with our data use '%CALLERID%' with our text(e.g. 'Lobby IVR %CALLERID%'). This will display 'Lobby IVR 55528790' on our phone display, where 55528790 is the phone number of the person calling us). ([a-z][0-9], %CALLERID%, %CALLERIDNUM%, %CALLERIDNAME%)

• • • Language: Language used for this choice (ex. us)

    • Queue Priority: If the selected destination is a queue, this is where you set your priority in regards to other callers in that queue, with 1 being the highest priority. (ex. 5)

• • Read extension number: If this option is selected, when the IVR selection is Directory, the system will spell the extension number after the extension name.

  • Search for name: Here you can select whether to search the directory by first or last name. (ex. Last Name)

Advanced Options

General

Status: Rather than deleting the IVR, set its status to 'Off'. This will make the IVR inactive and all calls will be transferred to 'Operator Extension'. (ex. Lobby IVR has this option set to 'Off'. John dials this IVR number (e.g. 1003) but instead of IVR instructions, his call will be transferred to 'Operator Extension').

Operator Extension: Provide the operator extension to which all calls will be redirected to if 'IVR Status' = 'Off'. (ex. Lobby IVR has the 'Status' set to 'Off'. John dials this IVR but instead of IVR instructions, his call will be transferred to the extension number provided here).

Disable CallerID (PIN-based IVR only) This option disables CallerID but only for PIN-based IVRs. (ex. Yes)

General Settings

IVR General Settings

Response Timeout: Time period in seconds during which an IVR option must be dialed by the user. (ex. John enters the Sales IVR and hears the instructions. If this field is set to '4', John will have 4 seconds to dial an IVR option).

RTP Delay [sec] Delay time in seconds inserted before the IVR greeting message is played. This solves the 'half-played' file problem. Keep this value between 1-3. (ex. User A enters the IVR and hears a message '..me. For sales press 1' and doesn't understand. Set this field to 1 so that a 1 second pause is added before the message is played. Now, when user A enters the IVR he will hear 'Welcome. For Sales press 1').

Digit Timeout: Timeout in seconds during which a new digit must be dialed. This option is used with Multi-digits IVR (ex. John has entered the IVR and wants to dial option 25. If 1 is provided in this field, John will have 1 second to dial number 2, and additional 1 second to dial number 5. If the time exceeds, and John hits 5 too late, IVR will assume that John has dialed option 2 instead of 25).

Rings to Answer: Number of rings played to caller before a call is allowed to enter the IVR. (ex. Rather than just 'falling' into IVR, it is recommended to set the number of ring sounds played to caller).

FAX Email: In this field you should enter E-mail address to which all your received FAXes should be mailed to. In order for this option to work, you need to enable Fax Detection in Settings -> Protocols -> SIP page.

Greeting Options

IVR Greeting settings

Play Greeting: Number of times the greeting message is played to the caller. If there is no response from the calling party within this time, the call is disconnected. (ex. John enters the sales IVR and hears the IVR options. If John does not dial one of the options, the IVR options sound file will be played again, a number of times set in this field, before the call gets transferred to 'Timeout Extension').

Timeout Extension: The extension number to which the IVR call will be transferred if there is no response from the user during the 'Play Greeting' time period. (ex. John enters the sales IVR and hears the IVR options. If John does not dial one of the options, the IVR options sound file will be played again, a number of times set in 'Play Greeting' field, before the call gets transferred to extension number provided here).

Is Voicemail: Set whether the timeout extension is pointing to voicemail.

Operation Times

Set the IVRs open/closed times. Depending on the time when the call is received, the call can be redirected to different CloudPBX destinations.

IVR Operation Times

Operation Times: Enable operation times (ex. Yes, No, Inherit)

There is a new option for enabling Operation Times in CloudPBX 5.0 - Inherit. The Inherit option will allow administrators to simply put the Higher Level Operation Times settings back into effect if deemed necessary. Previously, when Operation Times were set, it could be either turned on or off, but it could not be reset to use the Operation Times rules set on the higher level (Server or Tenant).

Default Destination: CloudPBX extension to which all calls are redirected during closed hours (ex. 1000)

Greeting: The greeting sound file played to callers during closed times (ex. greeting-***)

Description of destinations follows in this priority order:

Open dates: Sets the working hours during which DID is to redirect calls as set in DID Add/Edit window. If any call is received during the hours not set here, 'Custom Destination' are checked, and if they do not apply, the call is redirected to 'Default Destination' (Closed dates)

Custom Destinations: Redirects all calls received during set hours to CloudPBX extension provided here

Closed dates: Sets the specific date when all calls are redirected to 'Default Destination'. If 'Destination' field in the Closed dates is set, call will not go to 'Default Destination' but to this number.

NOTE:If you manually open/close system using *401/*402 access codes, the time rules that you have defined in Operation times will not be valid for that day. After midnight they will be applied again to the system.

Ringing Type

Ringing Type options

Ringing type: Select the ringing type played back to calling party before they enter the IVR (ex. Rather than just falling into the IVR, play the ring sound to user or music files located under the MOH class).

Music on Hold: Select the MOH/Music on Hold class, played to users after they make a selection in IVR (ex. MOH class usually contains one or more sound files. To see these files go to 'System: MOH').

Custom ring tone: Ring with custom ringtone phone which is set as a destination in IVR (ex. If caller in IVR presses '3' and on that destination there is a Linksys phone, it will ring with this ring tone, ie. <Simple-2>).

Local Dialing

IVR Local Dialing

Dial local/network destinations: IVR option can dial local network or proper/mobile phone numbers. By setting this option to 'Yes', the IVR will be allowed to dial local network extensions only (ex. If IVR has this options set to 'Yes', only local network extensions will be accessible from this IVR. No proper/mobile numbers would be dialed).

FAX dialing: Set this option to Yes if you need to send Fax to email of any local extension which is dialed (ex. If John dials into an IVR which has this option turned on, he will have the ability to dial local extensions number to which system will generate a FAX tone. He will then send a fax which will be sent to email of the extension that he dialed).

Enable range limit: Tells the system which extensions on the local network IVR will be able to dial (ex. Yes, No, N/A)

Start at: Starting number in the available range of extensions (ex. 1000)

End at: End of available range (ex. 2000)

Permissions

Permissions are used to allow an organization to restrict who is able to enter an IVR. In particular there are organizations where access to the IVR is only allowed to callers with a valid account number, but it can be used for other similar purposes.

IVR Permissions settings

Account Access Only: Allow only certain CloudPBX extensions to access the IVR (ex. If this option is set to 'Yes', only extension numbers set under the 'Account list' will be allowed to access this IVR).

Account List: Only local extension numbers provided here, separated with a single space, will be allowed to enter this IVR (ex. John dials this IVR, but his extension number is not in the 'Account list'. John is transferred to 'Sales extension').

Sales Extension: If caller extension is not provided in the 'Account list' his call will not enter the IVR, but will be redirected to extension number provided here (ex. John dials this IVR, but his extension number is not in the 'Account list'. John is transferred to extension number provided here).