Connect-it IVR (Auto Attendant) | Anywhere Portal Guide

Business Voice IVR (Auto Attendant)

IVR (Auto Attendant)

This guide is designed for administrators managing Connect it services in the Anywhere Portal and need to manage call flow settings. ucSKILLS includes video tutorials covering the main call flow settings.

Add an IVR

To add an IVR click Call Flows in the side menu then IVR.

Click Add to start the wizard.

Create IVR

Enter the IVR name, select a timezone if this differs from the group, and choose the IVR Type. See related article for IVR Types.

Click Next to continue.

Phone Number

Select an available phone number to assign to the IVR.

Click Next to continue.

Extension

Change the default extension number if required. 

Click Next to continue.

Feature Options

Add additional licenses to the IVR if required.

Click Add to complete the wizard.

Delete an IVR

To delete the an IVR, either select the IVR from the list by clicking the check box and click the Delete button, or press the trash icon.

IVR Types

Auto Attendant Basic – Single level menu giving DTMF options for 0 – 9 * #. Menu’s are available for Business Hours & After Hours, with Business Hours & Holiday time schedules allowing access to the After Hours menu. There is no Holiday Menu.

Auto Attendant Standard – Multi level menu giving DTMF options for 0 – 9 * #. Multiple sub menu’s can be created negating the need to have multiple Basic IVRs. A separate Holiday menu is available for the Holiday schedule.


Menu

To configure the Business Hours menu, either click Menu in dashboard screen, or Menus from the side menu.

Main Menu

Press the pencil icon to change the menu greetings from media saved either in dedicated media, or group media. The greeting should include options to press and match those setup in the menu.

It is recommended to set the action Transfer To Operator. Once this is saved, the Calls Will Be Automatically Forwarded To option will be available at the bottom of the menu. Here you can set the timeout value where if no DTMF is detected then the caller is routed to somewhere. 

Submenus can be added and edited here when selecting Go To Submenu and clicking Save to build the menu.

Press the + icon to add additional line items. 

Menu Types

  • Transfer To Operator – The caller is automatically transferred to this extension if no DTMF is detected or the option is chosen. Customer media can be played for this option, please speak to EvolveIP Support.
  • Go To Submenu – Transfers the caller to a submenu allowing further DTMF options with a different greeting message.
  • Transfer To Number With Prompt – Transfers the caller to the extension with a default announcement advising the call is being transferred. 
  • Transfer To Number – Transfers the call to the extension without playing any announcements.
  • Play Announcement – Plays media and then reverts the caller back to the menu. Can be used to play opening hours of a business, or address details amongst other things.
  • Repeat Menu – Allows the caller to repeat the menu greeting.
  • Extension Dialing – Allows the caller to use DTMF to key in an extension to transfer the caller to.
  • Name Dialing – Allows the caller to use DTMF to key in the name of the person they wish to be transferred to. 
  • Back To Parent Menu – Sends the caller back to the previous menu from a sub menu.
  • Exit – Escapes the caller from the IVR and ends the call.

© Vocalise

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