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- Call flow, routing and queues
IVR
Call Flow - IVR
To modify or create new IVR, go to Call Flow > IVR in the telephony Menu.
General Tab
Both creating new and editing will open a popup screen. There are a few fields to fill in.
- Name: Name of the IVR.
- Greeting: Sound message to play at the start of the IVR.
- Repeat at most: Maximum number of times the IVR will be repeated on timeout error before automatically hanging up the call.
- Key: To set the key for caller to press in the IVR menu.
- Announcement: Announcement with audio instruction for callers for the key. For example: To speak to John, please press 1.
- Play when selected: Announcement to play when the key is pressed by the caller. For example: Please hold on while your call is being transferred.
- Perform when selected: This is the destination when the key is pressed by the caller.
Timeout Tab
You will need to configure the timeout destination in this tab
- Wait for key press: Number of seconds to wait for the caller to dial DTMF before no key press takes effect.
- If no key pressed in Xsec Play:. Recording or sound file to play if caller does not press any key.
- If no key pressed in xsec Perform: Action to perform if caller does not press any key. Note that this will repeat based on configured Repeat at most.
- If wrong key pressed play: Recording or sound file to play if caller pressed a key that is not a configured DTMF options.
- If wrong key pressed perform: Action to perform if caller pressed a key that is not a configured DTMF options.
- If no option selected... play: Recording or sound file to play if caller does not press any key.
- If no option selected... perform: Action to perform if caller does not press any key after the total amount of retry set on Repeat at most.