IVR(Interactive Voice Response) is the automated phone system with callers
through voice and keypad inputs. This section displays the list of existing IVRs.
The list consists of details like
Name – Name of the IVR
- IVR menu extension- the extension to which the menu is presented to the
caller after selecting from the initial IVR menu - IVR menu parent UUID- a unique identifier assigned to a parent menu item.
- IVR menu greet long- this is the long greeting that is played when entering
the menu - IVR menu greet short- the short greeting played when returning to the menu.
- IVR menu exit sound- sound played when leaving the menu.
- IVR menu pin number- pin number to secure access to the menu
- IVR menu confirm macro- it allows the caller to confirm that the customer
has entered through their phone keypad. - IVR menu confirm key- specific key that customer needs to press to confirm
their selection - IVR menu confirm attempts- number of times the customer is allowed to
confirm their menu choice during IVR call - IVR menu Timeout-amount of time the customer has to make a selection
before the menu automatically moves to the next action - IVR menu exit app- allows the customer to exit the app or end the call
- IVR menu exit data – data collected from the customer during the IVR call
- IVR menu inter-digit timeout- the number of milliseconds to wait between
the digits- IVR menu max failure- maximum number of retries the caller gets to enter
incorrect info or make an invalid selection before exiting - IVR menu digit len- maximum number of digits that a caller can enter
through the keypad - IVR menu direct dial – whether the caller can directly dial registered
extensions. It can either be true or false. - IVR menu ringback- Defines what the caller will hear while the destination
is being called - IVR menu cid prefix- prefix on the caller ID name
- IVR menu enabled- whether the IVR menu is currently activated and
available for callers to interact with - IVR menu description- instructions given to the caller regarding options
available in the IVR system.
Note that some fields
If the admin wishes to add a new IVR to the list he can do it by the “Add New”
button. The following details need to be filled in
Name
- Extension
- Greeting(long)- this is the long greeting that is played when entering the
menu - Greeting (short)- the short greeting played when returning to the menu.
- IVR options:
● Digit- digits entered by the caller through the phone keypad to
navigate through the menu, each digit corresponding to a specific
destination.
● Params- The destination to which the digit navigates. Like 1 directs to
Sale, 2 to Support, and so on
● Description- Description of the destination
There are advanced settings options in order to specify additional details.
Confirm attempts- maximum number of confirm attempts allowed. This is
the number of times the IVR system will prompt a caller to confirm their
selection or input forward.
- Digit length- maximum number of digits that a caller can enter through the
keypad - Direct dial- This defines the capability of the caller whether he can directly
dial registered extensions. It can either be true or false. - Inter-digit Timeout- the number of milliseconds to wait between the digits
- Max Failures – This is the maximum number of retries the caller gets to enter
incorrect info or make an invalid selection before exiting - Timeouts- The number of milliseconds to wait after playing the greeting or
confirm macro - Max timeouts- maximum number of timeouts before exit
Once these details are entered and the “Add IVR” is pressed, the new IVR is
created.
