IVR Setup ​
To set up an Interactive Voice Response extension, follow the recommendations below.
Overview ​
The IVR allows a computer to detect voice and dualtone multi-frequency signaling (DTMF) keypad inputs. Using an IVR extension, customers can access and control the VoipNow features via a telephone keypad.
The IVR guides the customers using prerecorded or dynamically generated audio, directing them on how to proceed with their requests.
After having defined the general settings, you can start setting up the options specific to the IVR extension type. At the same time, you may skip this step and come back any time later on by navigating to IVR setup → Edit IVR from the extension's management page.
IVR Management ​
This section allows to set up basic IVR extension related options like setting the IVR name, timeout and description.
| 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. A pop-up window that allows you to select the desired default music on hold folder will be displayed. You can read more about the Music on Hold Manager in the Appendix. |
| 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 | Choose the action that will occur when the IVR's lifetime expires.
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| Description | Use the text area to associate some notes about the purpose and content of the IVR. |
icon to open a popup window displaying a list with all the available extensions that belong to the same organization. Select the extension you want your call to be transferred to. You can only transfer the calls to phone terminal and queue extension types.CallerID Management ​
This section allows you to set up CallerID settings.
| 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.
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| 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.
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| 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. Click here to expand the fields required by the Public Phone Numbers form.
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. Click here to expand what happens if you associate several CallerIDs to the extension.1. If you have selected more than one CallerIDs for a resource (channel), then the system will send a random one to the public destination.Example: Let us assume that the outgoing calls are routed through a resource (channel), Resource #1, for which three public phone numbers have been defined and assigned to the client that owns the extension: 1123, 345876 and 2854478. If you associate all three of them with the extension, when initiating an outgoing call, the callee's phone terminal will display, if it supports the CallerID function, one of the three numbers. 2. If you have selected CallerIDs for more than one resource (channel), then the system will send the CallerID of the resource that routes the call. Example: Let us assume that the outgoing calls are routed through Resource #1, for which one public number has been defined and assigned to the client who owns the extension: 2255. You associate this number with the extension and another one, 6987560, defined for Resource #2. If it supports the CallerID function, when initiating an outgoing call, the callee's phone terminal will display 2255. 3. If calls are routed through a resource that does not have a public phone number assigned and you have a CallerID that belongs to another resource set as default, then the system will send the default CallerID. Example: Let us assume that the outgoing calls are routed through a resource (channel), Resource #1, for which no public phone numbers have been defined. Your default CallerID is set to 3689, which belongs to another resource (channel), Resource #2. If it supports the CallerID function, when initiating an outgoing call, the callee's phone terminal will display 3689. | ||||||||
| 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>. |
Once you have created the IVR extension, you can define its behavior by designing the IVR menu and the caller's possibilities to interact with the system.
The IVR <extension_name> management page allows you to:
- view the defined IVR Contexts
- edit IVR settings
- configure a new IVR context
- view the IVR schema. After adding the extension, the IVR schema cannot be generated because there are no contexts defined. The IVR Schema icon is disabled
- check the IVR report. The IVR report is available only if at least one context is defined for the extension. A warning message is displayed, informing you that you must add an entry context in order for the IVR to be accessible by phone
- search for specific contexts
- remove unused IVR contexts
Contexts Table ​
VoipNow displays the following details about the the available IVR contexts:
- R: The context exposure.
The context is reachable an can be accessed from another context inside the IVR.
The context cannot be accessed from another context inside the IVR.
- Context: The context's descriptive name. Click the link to edit its settings.
- Active options: The number of active options defined for the context. The actions can be defined for:
- start - The sequence of actions executed when the caller reaches the context.
- timeout - The sequence of actions executed when the caller remains inactive during the timeout time interval defined for the IVR.
- invalid - The sequence of actions executed when the caller presses a key (0-9, *, #) which has no action associated with it.
- 0-9, *, # - The sequence of actions executed when the caller pressesthe corresponding key on his phone pad.
- Created: The date the IVR context was added.
The entry context is displayed using bold characters.
Edit an IVR ​
The IVR's settings can be modified using the controls available in the Edit IVR <extension_name> page.