Manage IVR( Interactive Voice Response)
1. Log into https://portal.cebodtelecom.com. Click on, ” Manage Phone System” and select,”IVR“.
2. Create a new IVR: Click on “Create IVR.” You will see a long form. Fill in the information as follows.
IVR Name: Type any easy to remember name
IVR Announcement: Recording/Announcement played first time when the call hits the IVR. Use existing recordings in wav format, or upload a new recording here
IVR Announcement Shortened: Usually this is the shorter version of main announcement and is played only if the user doesn’t press any key. Instead use main IVR, if it’s too small. If there is no IVR, system will play the message “Please check the number and try again.”
Invalid Entry Announcement: You can upload a custom recording for Invalid Key. If left blank, the system will play “That was an invalid entry.”
Confirm Attempts: Set the number of tries allowed for the user to enter invalid digit, or how many times the message should be played if no digit is pressed. 3 to 5 tries are standard
Digit Timeout: Set the time duration for how long should the system should wait for the first digit to be pressed. 2 to 3 seconds wait is standard.
Inter Digit Timeout: Set the duration in seconds that the system will wait for the next digit to be pressed after the first digit.
IVR Menu Max Failure:
IVR Menu Max Tineouts:
IVR Menu Digit Length
Allow Extension Direct Dial:
3. How to Add Digits to the IVR:
Click the arrow of IVR for which you want to add keys . A new window will pop up on the right side. Click on “Add Key”, and another new window will Pop up.
Key: This can be anything from 1 to 10 digit numerical values. The system is supposed to do perform the function assigned when the user presses the Key.If you choose a destination type that has no destination available, system will prompt you to create a destination before you setup routing. For example, if you have not created any Group, then you won’t be able to select “Call Group” as possible destination type.
Destination Type and Destination: Based on the destination type, the system will prompt you choose the possible destinations.
Extension: Connect to a user extension
Call Conference: Forward the call on a specific number to a conference bridge.
Call Forward: Simply forward the call to a cell phone number or a home number or any other desired phone number
Hang-up: Save the phone number for later use without answering the call by simply putting the destination type, hang-up
Fax: Forward the phone number to a traditional fax machine using an adaptor (ATA) to convert VOIP to traditional phone line. The adaptor such as Cisco SPA-122 , Grand stream HT-701 are sold separately.
Call Group (Ring): Forward the call to group of extensions. The incoming call can ring all the extension simultaneously (Ring All) or or sequentially.
Dial by Name: Call will be forwarded to Dial by Name directory, created by the phone system to help the caller to reach the desired person within the company. Phone system will check the existing extensions and create a directory on the fly.
Group Description: Put phone numbers in groups for multiple offices. For example, numbers from the East Coast can be in East Coast Group. Later, you can search the numbers based on Group Description.
Email to Fax: Choosing this destination type, allow you to configure electronic fax (paperless fax to an email).
Call Queue: Every new call is in placed in the queue and is answered by the next available representative or employee as soon as their extension is free. This feature allows you have all the call answered and never miss any call.
Call Center: If you are using Call Center Module from Cebod Telecom, the number can be forwarded to a Call Center. You can have multiple call centers queues. For example, one for Sales and one for Support.
Direct to VM: Direct the call to the voicemail.
IVR: Forward the call to an auto recipient, who will provide different options to the caller to help reach the right person or department. The caller can listen to different options and press the assigned key to reach the desired department. For example, press 1 for sales, press 2 for support etc.
Trunk: (For Advanced users only): Forward the call to another PBX. Here you can forward the call to an IP address of a registered SIP account for that PBX.
Failover: Here the placed call will be routed to if all the entries made by the user failed. For example, if the user does not press any key, then after 3 attempts, call can be forwarded to extension 101. Repeat step 2 to add more Keys to the System.
Read more about IVR
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