Basic IVR example

Task Description

A customer calls the company, and a welcome message (greeting) is played.

While the greeting is playing, the customer can dial any internal extension number, for example, an employee's extension number.

Additionally, the customer can press:

• 1 - the call will be routed to the employee with extension number 201.

• 2 - the call will be routed to the employee with extension number 202.

If the customer doesn't press anything or enters an incorrect number, the call will be redirected to the default number - the employee with extension number 201.

The task can be visually represented as follows:

Solution

1. Create employee accounts by following the instructions. Connect softphones or hardware phones to these accounts.

1. Add the greeting sound file by following the instructions. This file will be played when the customer calls the company's phone number.

1. Create a new IVR menu by following the instructions.

When a call is made to the IVR menu (IVR menu number), the sound file "Greeting" will start playing.

While the greeting is playing, the customer can:

• Dial any internal extension, for example, an employee's extension. This is enabled by the Allow dialing of any extension option.

• Press 1 to route the call to the employee with extension number 203.

• Press 2 to route the call to the employee with extension number 201.

If the customer does not enter anything during the greeting, after the greeting plays, the system waits 7 seconds for a digit input. "Total time for number entry" = "Greeting duration" + 7 seconds.

If the "Total time for number entry" expires, the call is redirected to the "Default number," which is the employee with extension number 101.

To repeat the greeting and allow the customer to enter a number again, set the "Number of retries before redirecting to the default number" to 2 or more. The greeting will be repeated, followed by another 7-second wait, allowing the customer to retry the IVR. Once the retries exceed the set value, the call is redirected to the "Default number."

If the customer enters an incorrect number or does not enter anything, the greeting will repeat (if the Number of retries is set to more than 2), or the call will be redirected to the "Default number" (if the Number of retries is set to 1).

1. Add a providers account through which calls will be made, following the instructions. Examples of provider connections can be found here.

1. Set up incoming calls to be routed to the IVR menu via the configured provider.