The Interactive Voice Response feature allows the creation and chaining together of interactive voice announcements and corresponding menu selections to facilitate user call transfer in the Com.X system.
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Content |
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IVR General Options |
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IVR Name |
Changes the name used to identify this IVR from the default (Unnamed). This entry will be displayed in selection lists that support IVR. |
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IVR Description |
A suitable description of this IVR feature. |
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IVR DTMF Options |
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Announcement |
The audio message to be played to the user when this IVR is accessed. The message typically would present the user with a list of options and corresponding digit(s) to activate the option. |
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Enable Direct Dial |
If enabled, users can dial extensions directly from within the IVR.
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Timeout |
The number of seconds without user response before this IVR times out. When timed out, if a destination with option ‘t’ has been defined, this destination would be transferred to on timeout. |
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Alert Info |
ALERT_INFO can be used for distinctive ring with SIP devices |
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Invalid Retries |
Number of times to retry when receiving an invalid/unmatched response from the caller |
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Invalid Retry Recording |
An optional recording to be played when an invalid/unmatched response is received, before allowing the caller to try again |
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Append Announcement to invalid |
If enabled, after playing the Invalid Retry Recording, the main IVR announcement will be replayed to the caller. |
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Return on Invalid |
If enabled a call to an invalid destination will return to a parent IVR if it was called from a parent IVR. If not, it will go to the chosen destination. The return path will be to any IVR that was in the call path prior to this IVR which could lead to strange results if there was an IVR called in the call path but not immediately before this |
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Invalid Recording |
Recording to be played before sending the caller to an alternate destination due to the caller pressing 0 or receiving the maximum amount of invalid/unmatched responses (as determined by Invalid Retries) |
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Invalid Destination |
Destination to send the call to after Invalid Recording is played. This will be after the maximum retries have been attempted. |
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Timeout Retries |
Number of times to attempt when no selection is made before the timeout period has elapsed. |
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Timeout retry recording |
A recording to be played to the caller after a timeout, before allowing the user to try again. |
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Append Announcement on Timeout |
If enabled, after playing the Timeout Retry Recording, the main IVR announcement will be replayed to the caller. |
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Timeout Recording |
Recording to be played before sending the caller to an alternate destination due to the caller pressing 0 or receiving the maximum amount of invalid/unmatched responses (as determined by Invalid Retries) |
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Timeout Destination |
Destination to send the call to after Timeout Recording is played. This will be after the maximum timeout retries have been attempted |
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Retrun to IVR After VM |
When enabled, should one of the IVR options result in the user’s call being transferred to a voicemail box, after leaving a message or exiting the voicemail menu, the user is returned to this IVR. |
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IVR Entries |
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Digits |
The digit that should be pressed to evoke this option |
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Destination |
The destination to which to direct the call for each digit option |
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Return |
If enabled the call will return to the IVR after the call to the destination has been completed |