What is an IVR?
An Auto Attendant is like having a virtual receptionist. A message such as “dial 1 for Sales, dial 2 for Support, dial 3 for Accounts” will play and direct the caller based on their selection.
How to set up your IVR
First Upload your IVR messages to Messages by going to 'Admin' (in the main menu) >> 'Messages' (under 'Options') >> Click Add >> 'Name': Name your uploaded message and under 'Audio file': Select Add audio file >> Save
Now go to 'Admin' >> 'IVR' (under 'Advanced options')
'Name': Give your IVR a Name. (It is for your reference only)
'Timeout': Enter the number of seconds the caller has available to make a selection on the IVR
'Maximum attempts': Enter the number of times a caller can make an invalid selection on the IVR
Select your 'Start message' (this will be the Welcome message); 'Incorrect message' (played when the caller makes an invalid selection) and 'Timeout message' (played when the Timeout time is exceeded).
Update your Dialplan
Click add step
Click on the drop-down menu in the first field and Select IVR. Follow this by selecting the relevant IVR in the second field with a drop-down menu. Save your updates for that step.
Click on the 3 dots to update the Option step
Select an option number e.g. If it’s 1 for Sales then the number is 1 >> Add a step(s) so that calls can be routed to a destination i.e. a Call group, VoIP account, Fixed destination, Voicemail, etc.
Click Save to add the step
Repeat the 3 steps above for your other IVR options
The 'Other/failed' option is for when the caller does not manage to supply the correct input in the given time and/or attempts.
Please note: Options that are allowed are the numbers 1-9 and the symbols * and #.