Frequently Asked Question

How to setup IVR (Interactive Voice Response)
Last Updated 2 years ago


What is IVR? IVR is the announcement you hear when you call an organisation asking you to press a number to go to your desired area of the business. For example, Press 1 for Sales.

How to set up your Interactive Voice Response

  1. Go to “Tools/Setup” tab, click on “Announcement”
  2. Press “+Add Announcement” button in top left of Announcement section.
  3. Select desired “Setup Method” This can be “Text-to-speech”, “Create Audio Recording” and “Upload Audio File”
  4. Type in Announcement name (something associated with announcement)
  5. If doing “text-to-Speech” select the voice you would like to use and type desired text. Some spelling may have to be altered so as voice pronounces it correctly and extra spacing may need to be added for more gaps between words. Listen and change until you have what you want
  6. If you have a microphone on your computer or device you may press “Start recording” press again to stop
  7. If you have a pre-recorded file, please upload it. Best file type to use is WAV. MP3/4 will not upload
  8. Make sure in your announcement you specify what keys are to be pressed and what section they are to go to
  9. Make sure you press save.
  10. Now go to “tools/setup” tab, select “Interactive Voice Response”
  11. Go to new IVR you just setup and click on “Edit”
  12. You will now be in the section called “edit IVR”
  13. In IVR Setting tab It will have Name, Description, Audio Playback, Selection timeout
  14. If name and description are what you desire leave as is, otherwise change.
  15. In Audio Playback select the announcement you created if it has not already been selected
  16. Selection Time out - select time in seconds
  17. Go to Route Configuration tab
  18. Click on #1 in Keypad Routes section, a pop up screen will appear
  19. If you only want the call to go to one number select “Basic Route”
  20. Then select Routing destination. For example “Extension”
  21. Then select the extension the call is to go to
  22. If you want #1 to go to more than one number select “Advanced Route”
  23. Select where you want the call to go to “Route Type”. For example “extension” in Destination column select the extension that the call is to go to.
  24. In Time out column select in seconds how long you want phone to ring before it goes to the step
  25. Then you continue steps. For example after calling an extension and person doesn’t pick up you might want the call to then go to voicemail. So you select those details
  26. If you want the call to go to a call group you may do that. You will just have to set up call group before.
  27. After #1 is setup make sure you press “Accept Route” to save your configuration
  28. Repeat the steps for each number
  29. Now go to System Routes on the right and do the same. This is where a call will go if “Error Occurrence” “invalid Keypad Selection “Keypad Selection Timeout” we suggest that you set it to run through the IVR again. Make sure you press “Accept Route”
  30. After all that is complete, make sure you press “Update IVR” in the top right of “Edit IVR” section
  31. IVR is now saved and can be added to main business number or to Time Conditioning.

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