1.5 Administrator's Guide

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  5. IVR

IVR

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.

Field

Content

IVR General Options

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.

IVR Description

A suitable description of this IVR feature.

IVR DTMF Options

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.

Enable Direct Dial

If enabled, users can dial extensions directly from within the IVR.

Note: Having direct dialing enabled introduces a delay before the IVR responds to menu options while the system gives the user a chance to dial more digits re: dialing an extension.

Note: If enabled and some of the configured extensions start with the same number as one of the configured IVR options, the option might be inaccessible as the system will be collecting digits in order to dial an extension, as opposed to servicing IVR options. Rather disable direct dial in your main IVR and include an option for direct dialing (e.g. ‘If you know the number of the extension you wish to dial, please press 8) which leads to a second IVR with a return option, and direct dial enabled, from which the caller can then dial the desired extension.

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.

Alert Info

ALERT_INFO can be used for distinctive ring with SIP devices

Invalid Retries

Number of times to retry when receiving an invalid/unmatched response from the caller

Invalid Retry Recording

An optional recording to be played when an invalid/unmatched response is received, before allowing the caller to try again

Append Announcement to invalid

If enabled, after playing the Invalid Retry Recording, the main IVR announcement will be replayed to the caller.

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

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)

Invalid Destination

Destination to send the call to after Invalid Recording is played. This will be after the maximum retries have been attempted.

Timeout Retries

Number of times to attempt when no selection is made before the timeout period has elapsed.

Timeout retry recording

A recording to be played to the caller after a timeout, before allowing the user to try again.

Append Announcement on Timeout

If enabled, after playing the Timeout Retry Recording, the main IVR announcement will be replayed to the caller.

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)

Timeout Destination

Destination to send the call to after Timeout Recording is played. This will be after the maximum timeout retries have been attempted

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.

IVR Entries

Digits

The digit that should be pressed to evoke this option

Destination

The destination to which to direct the call for each digit option

Return

If enabled the call will return to the IVR after the call to the destination has been completed