Overview

Interactive Voice Response (IVR) also named Digital Receptionist or Auto Attendant allows configuring call termination of inbound routes to an IVR which will offer the caller menu options to help in the proper routing of calls. UCX offers unlimited IVR menu tree configuration, where menus can be nested to provide a hierarchical menu tree. There is no limit to the depth of the hierarchy tree. IVR menus can be associated with custom recordings to personalize your company branding and business requirements. Calls traversing the IVR menu tree hierarchies can virtually terminate anywhere you specify, for example Queues, Ring Groups, Languages and Announcements just to name a few.

Configuration

To add a new IVR, perform the following steps:

• From the PBX tab, select PBX Configuration
• From the left side column, click on IVR
• Click on Add a new IVR
• Enter the IVR Name and IVR Description in their respective fields

IVR Options

IVR Greeting

It is important that you create a System Recording that includes a greeting followed by the menu options available in this IVR.

• In the Announcement field, select a recording from the pull-down menu. The default value is None.

Direct Dial

If you want the ability for the caller to directly dial an extension or access the company directory, you need to enable it.

• In the Direct Dial field, select Extensions or one of the company Directories. The default value is Disabled.

Note that Queue and IVR numbers are not included in the Extensions selection. They can be manually added to any of the Directories if desired.

Invalid and Timeout Destinations

In the IVR Options section, there are 2 fields that are required and you must select from the pull-down list:

• Invalid Destination – Destination to send the call after the invalid recording is played
• Timeout Destination – Destination to send the call after the timeout recording is played