Auto Attendant (IVR)

  • Updated

Overview

The Auto Attendant (IVR) is a virtual receptionist for your PBX system, allowing calls to be routed to different departments without user intervention.

An IVR (Interactive Voice Response) prompt allows callers to interact with the system by pressing keys (0–9 and #) to select options - such as “press 1 for sales” or “press 2 for accounts.”

Each IVR requires a greeting, which can be uploaded or recorded via the Recorded Sounds page, or created on the spot by choosing 'Create New Recording'.

Configuration

  1. Create Auto Attendant:
    • Navigate to Auto Attendant.
    • Select Add Auto Attendant.
    • Enter a name for the Auto Attendant.
  2. Set Greeting:
    • Choose or upload a greeting message to be played when the caller enters the Auto Attendant.
  3. Configure Menu Options:
    • Define the actions for each key press (e.g., press 1 for sales, press 2 for support).
  4. Timeout Activity:
    • Set the activity to be executed if the caller does not make a selection within the specified time.

Typical Applications

Virtual Reception:

An IVR can serve as a virtual receptionist, enabling callers to quickly navigate to the appropriate department. For example, selecting 1 routes the call to a sales announcement that then connects to a sales ring group or call queue; selecting 2 might direct the call to the accounts department.

Night Mode IVR:

A common application of IVR is for handling calls during night mode. When integrated with a Day/Night Condition, the IVR can announce: "You have called outside of business hours, press 1 for emergency contact or press 2 to leave a message for follow-up on the next business day."

In this setup, emergency calls can be routed to an external number (such as an on-call mobile), while other calls are directed to voicemail or another designated activity.

Timeout Behavior:

Each IVR Auto Attendant includes a "Next Activity on Timeout" feature. If the caller fails to make a selection within the specified timeout period, the system automatically routes the call to a predetermined next activity, ensuring that every call is managed effectively.

Best Practices

  • Regularly update the Auto Attendant menu options to reflect any changes in department extensions or services.
  • Test the Auto Attendant to ensure all menu options are correctly configured.