Setting the IVR Extension

This page provides information on how you can add and configure an IVR Extension.

Overview

An IVR extension is used to create an interactive menu that can be used by callers to get information without having to connect to a human operator.

For more information on how to define the account information, you may visit the Add an Extension section.

You can customize the IVR Extension by setting up the options detailed in the section below. If you do not want to finalize the process now, you may skip this step and come back to it any time later on. Just click the IVR setup icon available in the extension's management page.

IVR Management

This section allows to set up basic options such as setting the IVR name, timeout and description.

Click here to read more on each setting.

Option	Details
Name	Provide a descriptive name for your IVR extension.
Clone IVR settings from	In case you want to replicate all the settings of an existing IVR, you may select the IVR you want to copy from the drop-down list. Please check the IVR Report for structural errors after cloning another IVR. If you clone an IVR extension that belongs to another service provider, some problems may arise. In case an option that transfers calls to an extension number is enabled, the system will not copy that extension number. Also, in case options that transfer calls to extensions in specific time intervals, the time intervals will not be copied.
Default music on hold folder	This folder contains the sound files that will be played in order when the caller is on hold or when the extension waits for an operation to be performed; Click the icon to view the available folders and a pop-up window allowing you to select the desired default music on hold folder will be displayed; Click the folder name link to view the contained music on hold files. Listen - Allows you to listen to the message; the sound's total length is displayed as well using the hh:mm:ss format. Sounds inside folder <path> - The sound files available in the selected folder. The path will display the folder name and also its origin. "/" placed before the name of a folder signals the current account's default folder. For every "/" added, you go up an account level.
Timeout	Limit the time interval within which an IVR caller can remain inactive while the IVR waits for their input. Between: 2 to 60 seconds; default: 8 seconds.
IVR session lifetime	Limit the total time interval an IVR caller can spend in the IVR menu. Between: 10 to 86,400 seconds; default: 1,800 seconds.
If lifetime expires	From the two options available, choose the action that will occur when the IVR's lifetime expires. Hangup - The call will be terminated. Transfer to extension - The call will be transferred to another extension when the IVR's lifetime expires. Clicking the Extension icon will open a popup window displaying a list with all the available extensions that belong to the same user. Use the controls available to select the one you want the extension you want your call to be transferred to. You can see below information available. Play Sound - Choose the sound that will be played to the caller when the IVR's lifetime expires. Use the icon to view available sound files or to write the address of the file in the text box. A pop-up window listing all available sounds matching the specified name will be displayed. Listen - Allows you to listen to the message; the sound's total length is displayed as well using the hh:mm:ss format. If you want to download the sound on your hard drive, click the Download icon and confirm your choice. Name - Identifies sound file. Click the link to select it. Folder - Displays the file's folder location. The path will display the folder name and also its origin. "/" placed before the name of a folder signals the current account's default folder. For every "/" added, you go up an account level.
Description	Use the text area to associate some notes about the purpose and content of the IVR.

CallerID Management

This section allows you to set up CallerID settings.

Click here to read more about them.

Option	Details
CallerID name in public calls	The options described below allow you to customize the CallerID name that will be displayed on the callee's screen when the extension is calling public destinations. Set by server: If it supports the CallerID function, the callee's phone terminal will display the extension owner's Contact name. Set by equipment: If it supports the CallerID function, the callee's phone terminal will display the caller's name as set up from the phone terminal device. Set by user: If it supports the CallerID function, the value defined here will be displayed by the callee's phone terminal; by default, the text box contains the extension's Contact name, but you can set the CallerID name to a custom alphanumeric value.
CallerID number in public calls	The options described below allow you to customize the CallerID number that will be displayed on the callee's screen when the extension is calling public destinations. Set by server: If it supports the CallerID function, the callee's phone terminal will display the extension's public phone number. Set by equipment: If it supports the CallerID function, the callee's phone terminal will display the phone number of that particular phone terminal device. Set by user: If it supports the CallerID function, the value defined here will be displayed by the callee's phone terminal; by default, the text box contains the extension's phone number, but you to set the CallerID number to a custom numeric value with three or moral digits;
Currently using CallerID numbers	Allows you to choose one or several CallerID numbers that will be sent when an outgoing call is initiated. The numbers available are the ones defined for the channel(s) (resource) used for routing the calls to public destinations. - The custom text box displays the CallerID number(s) currently in use; the default number is displayed using bold characters; - To add a CallerID number, click the Change link and a pop-up window will be displayed allowing you to manage the CallerIDs; - In order to be displayed in this list, the public phone number(s) defined for the channels (resources) used for routing the calls to public destinations must be assigned to the client owning this extension. - It is possible to assign CallerIDs associated with DIDs that are on the client pool, but that have not been assigned to any extension. Please note that a CallerID can be set as default even if it has not been assigned to the extension's DID pool. For more info, read the IVR Setup page in the VoipNow User Guide. To associate a CallerID with the extension, you need to select the corresponding checkbox and click the Assign CallerIDs link. To disassociate a CallerID, you need to select the corresponding checkbox and click the Remove selected link.
Do not send CallerID on public calls	Applies if you do not want your CallerID to be sent to public destinations. If the callee's phone terminal supports the CallerID function, it will display the Anonymous string.
Send public CallerID on internal calls	Applies if you want the public CallerID (when available) to be used for local and extended local calls as well. It allows the association between the CallerID of the Phone terminal user and an existing card code defined for the same CallerID.
Preserve original CallerID on transferred calls	Applies if you want VoipNow to keep the original CallerID when the call is forwarded between destinations.
Send SIP P-Asserted-Identity and P-Preferred-Identity headers	Allows the headers to be added to all outgoing INVITE requests sent from this extension. The SIP P-Asserted-Identity header contains the caller ID number of the extension, e.g. P-Asserted-Identity:sip:0003*003@localhost.localdomain. The P-Preferred-Identity header is sometimes used to indicate an additional identity of preference when there is a choice. These headers are preserved only on outgoing external calls, e.g. P-Preferred-Identity: "John White" <sip:johnny@somedomain.org>.

Related Topics

• IVR extension