IVR (Digital Receptionist)

Overview

The IVR (Interactive Voice Response), also known as a Digital Receptionist, allows you to create automated menus that route callers based on their input.

Example:

“Thank you for calling XYZ Inc. For Sales, press 1. For Support, press 2.”

Accessing IVR

1. Log in to the User Portal
2. Navigate to IVR / Digital Receptionist
3. Select Add New IVR (Tab)

Planning Your IVR

Before creating your IVR:

• Plan your call flow in advance
• Create all destinations (Queues, Ring Groups, etc.) first
• Upload all audio prompts in the Recordings section
• Ensure all required routing elements exist

You can always save and return later if something is missing.

Creating a New IVR

Configuration Fields:

IVR Name

• Assign a descriptive name (e.g., “Main Menu”)

Recordings

• Select the audio prompt callers will hear

Voicemail

• Optional fallback destination

Routing Options

Each menu option connects a digit to a destination.

Supported Destinations:

• SIP (Device)
• IVR (Sub-menu)
• Call Queue
• Time Condition
• Call Forwarding
• Ring Group
• Play Recording
• Voicemail
• System Functions

Digit Options

You can assign:

• Digits 0–9
• * (star key)

Special options:

• i (Invalid Input)
  • Triggered when a caller presses an unassigned key
• t (Timeout)
  • Triggered when no input is received

Default Behavior

If not configured:

• Timeout (t)
  • Menu repeats 3 times, then call is disconnected
• Invalid Input (i)
  • Plays: “Invalid option, please try again”
  • Repeats up to 3 times, then disconnects

Important Note About #

• The # key is used to confirm input immediately
• It cannot be assigned as a menu option

Adding Routing Options

1. Select a digit (e.g., 1, 2, 3)
2. Choose a destination
3. Click Add Another Routing Option to expand menu

Example IVR Setup

• Press 1 → Sales (Ring Group)
• Press 2 → Support (Call Queue)
• Press 3 → Billing (Call Forwarding or SIP)

Best Practices

• Keep menus simple (3-5 options max)
• Use clear, professional voice recordings
• Always define timeout and invalid input routes
• Avoid deep menu layers unless necessary

Linking IVR to a DID

After creating your IVR:

1. Go to DID List
2. Edit your number
3. Set Routing to your IVR

Need Help?

Designing an effective IVR can be complex.
- Contact Support for help building and optimizing your call flow