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Updated on August 28, 2023

9. IVR

Estimated reading: 26 minutes

The IVR (interactive voice response system) is an auto-attendant that guides callers to their destination by offering them a number of choices and waiting for the caller to make a selection through DTMF tones using the device's keypad.

The first page of the IVR section displays a list of all existing IVRs on the system. Please note that the "#" option can be used to transfer an IVR to another destination.

  • Name

Displays the name of an IVR.

  • Number

Displays the IVR number.

  • Click this button to edit the existing IVR configuration.
  • Click this button to delete an existing IVR.

Search

  • Search
    Perform a search by entering data in the field and then pressing the “Enter” key.

Add/edit the IVR

When a user clicks on the "Add an IVR" button, they are directed to another section where they can configure all the details of a specific IVR.

Users can create one by dialing '*301' from the UAD/phone or by uploading a custom sound file from a computer via the 'System' -> 'Sound files' section.

General

  • IVR name

Enter a unique IVR name (identifier).

(For example, this name will be played when accessing IVRs).

  • IVR number

Enter a unique IVR number.

(For example, this number must be dialed in order to access this specific IVR).

  • Greeting

Select a greeting sound file.

(For example, when a user dials the IVR number, a greeting containing instructions is played, for example “Welcome. For sales, press 1…”. )

To record a personalized greeting message, users can dial '*301' from their extension. This newly recorded greeting file will have the current date in its title. For example, if the greeting message was recorded on May 17, 2020, the title will be as follows: "greeting message - May 17, 2020".

  • IVR type

Select the desired IVR type.

  • Destination type

Define an appropriate “Destination type” for each digit pressed.

Users can choose from the following “destination types”:

    • IVR – After selecting this “Destination Type”, enter the IVR number in the “Destination” field.
    • Queue – After selecting this “Destination Type”, enter the queue number in the “Destination” field.
    • Conference – After selecting this “Destination Type”, enter the conference number in the “Destination” field.
    • Extension – After selecting this “Destination Type”, enter the extension number.
    • Call group – After selecting this “Destination Type”, enter the ring group number in the “Destination” field.
    • Voicemail – After selecting this “Destination Type”, enter the extension number that will point to its voicemail in the “Destination” field.
    • Directory – After selecting this “Destination Type”, the “Destination” field will be grayed out, but for further configuration, please refer to the screenshot below.
    • Remote access – After selecting this “Destination Type”, choose from “Agent Login”, “Destinations”, or “Voicemail”.
    • Fax to email – After selecting this “Destination Type”, enter the number to which the specific fax will be sent as an email.
    • Dial the external number – After selecting this “Destination Type”, set an external number.
    • CRM routing – After selecting this “Destination Type”, select a specific CRM rule.
  • Destination

Select a specific destination to which the call will be redirected.

(For example, if "Extension" is defined as "Destination Type", a specific extension number must be entered in this field).

EXAMPLE: Once a greeting message (for example, "Dial 1 for sales") is played to the caller, the caller must be redirected to a specific destination. Here, users can set a destination to which the call will be directed after the caller presses '1'. So, if John from sales needs to be reached after pressing this digit, an "Extension" pointing to John must be selected in this field. If users want to provide additional options to the caller, they can direct them to another IVR with its own set of options by selecting "IVR" here.

Click the “More settings” button to access additional settings.

Once you have clicked this button, a pop-up window with additional options is displayed. If one of the following “Destination Types” is chosen, users can configure two fields: “Default Caller ID” and “Language”: IVR, Conference, Extension, Ring Group, Voicemail, Remote Access, Fax to email, CRM Routing.

Default Caller ID
Enter a default caller ID that will replace the incoming caller ID with custom information.

(For example, it is useful to know which IVR the call came from. By setting ‘LobbyIVR’ here, all calls originating from this IVR will be displayed as ‘Lobby IVR’ on the phone screen. To display the actual phone number along with the name, use ‘%CALLERID%’ with the same text (for example ‘Lobby IVR %CALLERID%’). This will display ‘Lobby IVR 55528790’ on the phone screen, where ‘55528790’ corresponds to the phone number of the person calling us).

  • Language
    Set the language used for this "destination type".

If the Queue is set as a “destination type”, after clicking the “More options” button, an additional field appears:

Set the queue priority 

Set the priority relative to the other callers in the queue, with the number "1" having the highest priority.

If the Directory is defined as a “destination type”, after clicking the “More Options” button, other additional fields will appear:

Playback of extension number

If this option is checked, the system will spell out the extension number after the extension name.

Search by name

Select whether you want to search the directory by first name, last name, or both.

Filter by Department

Select the department that will be applied to this directory.

Exit digit

Select the exit digit that a user can press to leave the Directory application at any time.

If the option Dial the external number is set as the “Destination Type”, after clicking the “More options” button, users will only need to set the “Default Caller ID“.

Advanced options

By clicking on “Show advanced options”, the additional configuration is displayed.

  • Status
    Rather than deleting the IVR, users can set its status to ‘Off’. The IVR will then be inactive and all calls will be forwarded to the operator’s extension.

(For example, the “IVR greeting” option is set to “No”. John dials this IVR number, for example 1003, but instead of receiving further IVR instructions, his call is transferred to the operator's extension).

  • Operator extension
    Choose the operator's extension to which all calls will be redirected if the “IVR Status” is set to ” Disabled “.

(For example, the lobby IVR status is set to “disabled”. John dials this IVR but instead of receiving further IVR instructions, his call is transferred to the extension number provided here).

  • Disable Caller ID (IVR-based PIN only)
    Disable caller identification, but only for the IVR-based PIN.

General settings

  • Response delay (sec)
    Set the period in seconds during which an IVR option must be dialed by the user.

(For example, John enters the sales IVR and hears the instructions. If this field is set to ‘4’, John will have 4 seconds to dial an IVR option).

  • RTP delay (sec)
    Set the delay in seconds inserted before the IVR greeting is played.

(For example, user A enters the IVR and hears this incomplete message: “…come. For sales, press 1”. If this field is set to ‘1’, there will be a one-second pause before the message is played. Now, when user A enters the IVR, he will hear “Welcome. For sales, press 1”).

  • Per-digit timeout (sec)
    Set the delay in seconds within which a new digit must be dialed. This option is used with the multi-digit IVR.

(For example, John has entered the IVR and wants to dial option ’25’. If ‘1’ is set in this field, John will have one second to dial the number ‘2’, and one additional second to dial the number ‘5’. If the time is exceeded and John types ‘5’ too late, the IVR will assume that John dialed option ‘2’ instead of ’25’).

  • Rings before answer
    Set the number of rings played to the caller before a call is allowed to enter the IVR.

(For example, rather than dropping into the IVR, it is recommended to define the number of rings played to the caller).

Email Fax
Enter an email address to which all received faxes should be sent.

Play Welcome Message

  • Play greeting
    Set the number of times the greeting is played to the caller.

(For example, John enters the sales IVR and hears the IVR options. If John does not dial one of the options, the IVR options sound file will be played again, a number of times defined in this field, before the call is transferred to the “destination after timeout”).

  • Destination after timeout

    Select the extension number to which the IVR call will be transferred if the user does not answer during the greeting message playback time.

(For example, John enters the sales IVR and hears the IVR options. If John does not dial one of the options, the IVR options sound file will be played again, a number of times defined in the “Play greeting” field, before the call is transferred to the extension number provided here).

  • Voicemail

Define whether the destination after timeout points to voicemail or not.

Uptime

Calls can be redirected to different PBXware destinations depending on the time at which they are received.

  • Uptime
    Enabling operating hours

The "Inherit" option will allow administrators to re-enforce the upper-level "Uptime" settings if they deem it necessary.

  • Default destination

    Set the PBXware extension to which all calls are redirected during closed hours.

  • Greeting
    Set the greeting audio file that is played to callers during closed periods.

Please refer to the following description:

  • Opening days

    This section allows users to define the working hours during which the IVR redirects calls as defined in the IVR's "Add/Edit" window. If calls are received during hours that are not defined here, the calls will be redirected to the "Custom Destination". If this option does not apply, the call is redirected to the "Default Destination" ("Closed Dates").

  • Custom destinations
    This section allows users to redirect all calls received during the defined hours to the PBXware destination provided here.
  • Closed days
    This section allows users to define the specific date(s) at which all calls are redirected to the "Default Destination". If the "Destination Type" field is set in "Closed Days", the calls will not be directed to the "Default Destination" but to that number.

Ring Type

  • Ring type

    Select the type of ringtone played to the caller before they enter the IVR.

(For example, rather than "dropping" into the IVR, play the ringing sound to the user or the music files located in the MOH class).

  • Music on hold
    Select the music on hold class that is played to users after they make a selection in the IVR.

(For example, a Music on Hold class usually contains one or more sound files. To see these files, please navigate to "System" -> "Music on Hold").

  • Custom ringtone
    Select a custom ringtone that will be heard when a phone set as a destination in the IVR rings.

(For example, if the caller in the IVR presses '3' and a Linksys phone is used for this destination, it will ring with this ringtone, i.e. <Simple-2>).

Local dialing

  • Dial local/network destinations
    Enable dialing of local network extensions or own or mobile phone numbers
    By setting this option to 'Yes', the IVR will be allowed to dial only local network extension numbers.

(For example, if this option is set to 'Yes', only extensions on the local network will be reachable from this IVR. Please note that no own/mobile numbers will be dialed).

  • Fax dialing
    Set this option to 'Yes' to send a fax by e-mail to any local extension that is dialed.

(For example, if John dials an IVR that has this option enabled, he will have the option to dial the number of the local extension to which the system will generate a fax tone. He will then send a fax that will be sent to the email of the extension he dialed).

  • Start at
    Set the starting number in the list of available extensions.
  • Finished on
    Set the ending number of the list of available extensions.
  • Exclude list
    Set in this field any extension that cannot be called from this IVR, even if it is in the defined list.

Permissions

Permissions are used to allow an organization to restrict who can access an IVR. In particular, there are organizations where IVR access is only allowed to callers with a valid account number, but it can be used for other similar purposes.

  • Access-only account
    Allows only certain PBXware extensions to access the IVR.

(For example, if this option is set to "Yes", only the extension numbers defined in the "Account List" will be allowed to access this IVR).

  • List of accounts
    Set the local extension numbers that will be allowed to enter this IVR.
  • Sales extension
    Set the extension number to which all calls that are not in the "account list" will be redirected after not entering the IVR.

(For example, if John dials this IVR, but his extension number is not in the "account list", he will be transferred to the extension number indicated here).

Multi-digit IVR codes

The only difference between the "standard IVR" and the "multi-digit IVR" is that the latter accepts two or more digits as a response, for example, digits between 10 and 100. The multi-digit IVR therefore offers more options than the standard IVR, but some advanced features are excluded.

  • Access code
    Displays the multi-digit IVR access code.
  • Description
    Displays the description of the access code.
  • Destination
    Displays the destination to which the call will be transferred.

Click this button to edit the existing access code configuration.

Click this button to delete an existing access code.

Search

  • Search
    Perform a search by entering data in the field and then pressing the “Enter” key.
  • When a user clicks on the "Add an access code" button, they are directed to another section where they can configure all the details for a certain IVR.

Add/edit the access code

  • Access code
    Set the access code to be dialed from multi-digit IVRs to transfer users to the PBXware destination number.
  • Description
    Add a brief description of this access code and its destination.
    (For example, when the administrator accesses the “Multi-digit IVR codes” section, a list of “access codes”, their “descriptions” and their “destinations” is displayed).
  • Destination
    Define a PBXware destination to which a call will be transferred once the “access code” is dialed from the multi-digit IVR.

PIN-based IVR

PIN-based IVR makes it possible to dial local or remote destination numbers by providing a predefined IVR PIN code. The PIN code-based IVR is generally used for temporary cases. A PIN code with an expiration date is useful when there is no need for a permanent IVR option. After a certain "expiration date", the same defined PIN code will no longer be valid. The PIN-based IVR does not have certain advanced functions.

  • PIN code

    Displays the IVR PIN code.

  • Description

    Displays the description of the IVR PIN.

  • Expiration date

    Displays the PIN expiration date.

Click this button to edit the existing PIN code configuration.

Click this button to delete an existing PIN code.

Click this button to upload a CSV file containing several PIN codes and destination codes in a single step.
To do this, click the “Browse” button and select a .csv file, then click the “Open” button to add new PIN codes to PBXware.

.csv file example

10002 John Smith Office 31-08-2021 123456789
20002 George Nimara Home 31-08-2021 987654321

Click this button to download a CSV template.

  • Search

Search for a phrase by entering data in the field and then pressing the "Enter" key.

Add/Edit the PIN

  • PIN code
    Set a unique PIN number.

(For example, John dials the local IVR number ‘1003’ and is asked to provide a PIN. He enters the PIN ‘1234’ and PBXware then dials the number provided in the ‘Destination’ field).

  • Description
    Enter a brief description of the PIN code
  • Expiration date

    Define a date until which this PIN code can be valid.

(For example, if this field is configured to expire on "February 23, 2021", all IVR calls made with this PIN code before this date will be forwarded to the "Destination" number. All calls made after the expiration date will not be forwarded).

  • Destination
    Select from the drop-down menu a destination that will be dialed once the IVR PIN code has been provided.

IVR tree

The IVR tree is a special form of IVR where the creation of a particular IVR is more graphically oriented than with an ordinary IVR.

Once the “Create” button has been clicked, users are prompted to enter an IVR name and an extension, after which the IVR can be edited.

After creating a certain IVR tree, users can select the tree in question from the drop-down menu and click the ” Edit ” button, as shown in the screenshot, to modify the additional configuration.

IVR tree actions

  • Name

    Enter the name of the IVR.

  • Extension
    Enter the IVR extension number.
  • Number of rings
    Set the number of rings before the caller enters the IVR.
  • Timeout (sec)
    Set the period in seconds during which an IVR option must be dialed by the user.
  • Per-digit timeout (sec)
    Set the delay in seconds within which a new digit must be dialed.
  • Per-digit timeout (sec)
    Set the delay in seconds within which a new digit must be dialed.
  • Selection delay (sec)
    Set the delay in seconds within which the selection must be made.
  • Direct access
    When checked, this option disables direct access to this IVR, meaning that the IVR in question is only accessible through another IVR.
  • Local call
    Allows the user to dial local extension numbers within the IVR.

The two other options in the menu are as follows:

  • Delete – Click this button to delete the selected IVR.
  • Save – Click this button to save the changes.

IVR tree

The main elements of the IVR tree are "Action" and "Selection". They can be added by clicking the "plus" icon and removed by clicking the "Remove" button located right next to it. Actions are elements that will be executed when the user enters the IVR. They will be executed in the order in which they are placed in the list.

When the “Action” option is selected in the “IVR Tree” section, users can add various “actions”:

  • Dial the local extension – This option allows users to dial the local extension defined in the ‘Extension’ field when the action is executed.
  • Dial the remote extension – This option allows users to dial the remote extension defined in the “Destination” field.
  • Call voicemail – This option allows users to leave a voice message for the given extension.
  • Check voicemail – This option allows users to check the voicemail of the extension provided with the keypad.
  • Go to context – This option allows users to go to the given ‘Context’ and ‘Extension’, for example ‘Context’ -> ‘heure’, ‘Extension’ -> ‘222’.
  • Start recording – This option allows users to start recording the conversation. Please note that if the “Silent Recording” option is checked, the user will not hear the announcement that their call is being recorded.
  • Set the queue priority – This option allows users to set the queue priority, so that if a user is about to enter a certain queue, they will enter it with a given priority.
  • Set the language – This option allows users to set the language to be used in the IVR. Please use the two-letter notation such as ‘fr’.
  • Listen to the recording – This option allows users to listen to a sound file they can select and to set a language if the sound file is provided in multiple languages. In addition, users can choose to accept DTMF tones or keypad keys during playback, so they can dial local extension numbers if this option is enabled in the IVR properties.
  • Change your number (Caller ID) – This option allows users to change the caller ID.
  • Wait – This option allows users to wait the specified number of seconds before the IVR continues executing actions.
  • Busy signal – This option allows users to play the busy signal to the caller.
  • Hang up – This option allows users to hang up the current call.

When the “Selection” option is chosen in the “IVR Tree” section, users can add various “Actions”. These can range from “Selection 0” to “Selection *”. Users can also choose between “Invalid selection” and “Selection timeout”.

Once users have selected the desired selection from 'Selection 0' to 'Selection *', the destination types that can be added are as follows:

    • Go to the entire IVR
    • Local destination
    • Remote destination
    • Voicemail
    • Call group
    • Queue
    • IVR
  • Destination
    Select the PBXware destination applicable to the type selected first.

(For example, if "Go to IVR set" is selected as "Destination", select the number of the applicable IVR tree).

In other cases, if the selection is "Invalid selection" or "Selection timeout", the configuration will be different. Please refer to the screenshots.

Invalid selection

  • Sound file
    Select the sound file

Selection timeout

  • Sound file
    Select one of the destination types listed above
  • Destination
    Select the PBXware destination applicable to the type selected first.

IVR Tree Graph

Once the IVR tree is created, when users click on the "IVR tree graph" in the side menu, they get a graphical representation of their IVR tree, as shown in the screenshot below.

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