IVR
Thursday, January 11, 2018 10:50 AM

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.