TABLE OF CONTENTS


The IVR numbers page is used to set up IVR (Interactive Voice Response ) services in the system. 

This is used to construct navigation menus that allow the calling party to use the phone to select to connect to different destinations. An IVR service consists of associating IVR logic with a phone number. The IVR logic consists of a voice prompt that plays out when a call arrives to the phone number and one or more forward destination numbers that the DTMF key input is associated with. 


When the calling party presses a key on the phone after the voice prompt has been played the call will be forwarded to the phone number associated with this key.


The configuration page shows a list of already configured IVR function numbers.


1. To add an IVR function number

1. On the IVR numbers page, click the New IVR number link2. In the New IVR number section, in the text boxes, the following options are available:

  • Name - The name of the group

  • Number - In the text box, enter the phone number that will be used to dial the newly created IVR menu or select a number from the List available external numbers option.

  • Billing id - Specify the billing ID to be used for outgoing calls. If no billing id is specified, the default billing id will be used.

  • Manageable by group administrator with profile - If checked group administrators with given group administrator profile are allowed to read, update and delete this function number. A group administrator will not see this dropdown list. Groups will be limited to the group admin profile's groups.

  • Extension dialing - If this IVR number is used for extension dialling. If this check-box is marked new options will appear.

  • Play this voice prompt for wrong entered extension - Choose a voice prompt to play when the extension entered is not valid

  • Prefix the entered extension with the following digit(s) - Specify a prefix that will be added to the entered extension

  • Transfer call to this destination if no extension has been entered - Enter a fallback number that the call will be transferred to

  • Play this voice prompt when a call is received - In the drop-down list, select the voice prompt that should be played to the person calling the IVR function number.

    After a prompt is played, the caller can press a button on the phone. If a field is left empty then it will be prompted as an invalid option for the caller.

  • Preserve meta-data from diverted call - mark the checkbox to preserve meta-data from a diverted call.

  • What code identifies this function number when using feature codes: - set the function number's feature code identifier

  • Which barring groups apply for this IVR number - These check-boxes are used to select which barring groups apply for this number. The call routing rules defined for the selected barring groups will be executed for this number. 

    Inbound call barring rules are applied to calls to the IVR number. Outbound rules are applied for calls transfers invoked using the key destinations.

  • Key listener (DTMF) - After the prompt is played, the caller can press a button on the phone. Specify in the table where to redirect the call on each phone button key. If a field is left empty it will be prompted as an invalid option for the caller. Select Pick to choose a number from a list.


3. In the main window, to save the new IVR number, click on the Save button.



2. Details of the IVR number settings:

  • Number - This field is filled out with the phone number that will be used to dial the IVR menu that will be created.

  • Voice prompt - This drop-down list is used to select which voice prompt should be played to the person calling the IVR function number.

  • Key listener (DTMF) - This table configures the number the call should be forwarded to based on the key that is pressed by the caller or in this case no key has been pressed.


3. To view the change history of a number

  • On the IVR numbers page, on the right side of the number, click History.

To create IVR menus where a one menu choice should result in another menu (sub-menus) that plays out, create another IVR function number that defines the sub-menu and use the function number of this IVR menu as the redirect number of a key listener in the main menu function number that should point to the sub-menu.

4. To delete a configured function number

  • On the IVR numbers page, on the right side of the number, click