IVR (Interactive Voice Response) allows you configure an auto attendant to answer calls and redirect the call-in response to input from the caller. An IVR system is often referred to as a digital receptionist. An IVR plays a pre-recorded message to the caller that asks them to press various buttons on their telephone depending on which department or person they would like to speak with. The IVR system will then route the call accordingly.
VitalPBX’s IVR allows any digits to be defined for routing purposes. For example, pressing “1” could route the caller to the sales ring group. Destinations can be defined to receive the call if the IVR times out or does not receive valid input.
It is important that you carefully plan the call flow and branching options for IVRs, while considering the user experience. IVRs use customized Announcements, so you will need to make sure that they are clear and meaningful, and configured to optimize the caller experience. Factors that you should consider include:
- Handling the timeout when there is no input from the caller
- Controlling the action to take if caller provides invalid user input
- Allowing the caller to backtrack if s/he has made a mistake or gets lost
- Allowing the caller to return to the IVR if voicemail is encountered
- Whether or not to take advantage of time-based branching, by defining Time Groups, for normal office hours, that include start and end times, start and end days of the week, and much more
- Defining a Time Condition, and setting one destination if the time matches and a different destination if the time does not match
General
- Description*, short description to identify this IVR. This field is not parsed by VitalPBX.
- Class of Service, here you can choose a Class of Service for this IVR.
- Invalid Tries, number of invalid attempts allowed.
- Welcome Message, welcome message, selected from a drop-down menu of pre-recorded messages that will be played to the caller when they enter the IVR.
- Instructions Message, Message to be played after the welcome message. This message is useful for avoid repeating the welcome message on invalid/timeout event.
- Invalid Retry Message, message, selected from a drop-down menu of pre-recorded messages, to be played when the IVR receives an invalid option.
- Invalid Message, message, selected from a drop-down menu of pre-recorded messages, to be played when user exceeds the maximum number of attempts.
- Timeout, this value is the maximum time, in seconds, that the system will wait for input from the caller. If this time passes without input, the call will fail over to the Timeout Destination that the user has defined.
- Timeout Tries, is used to determine the number of times the IVR will repeat itself when no valid input is received. After the specified number of tries, the caller will be send to the Timeout Destination. The maximum number of loops allowed is five.
- Timeout Retry Message, message, selected from a drop-down menu of pre-recorded messages, to be played when input has not been received within the period defined by Timeout. If the number of Timeout Tries has not yet been reached, then the user will be prompted to try again.
- Timeout Message, message selected from a drop-down menu of pre-recorded messages, to be played when reaching the timeout.
- Welcome after Timeout, when enabled, will return the user to the main IVR Welcome Message after playing the Timeout Retry Message.
- Welcome after Retry, when enabled, will return the user to the main IVR Welcome Message after playing the Invalid Retry Message.
- Direct Dial, this enables the caller to dial an extension directly from the IVR. If this option is not enabled, the caller will receive a message that they have provided invalid input when they enter an extension, even if the extension is valid.
- Generate Stats, if is set on yes, it will be saved stats for each option marked. These statistics can be consulted in the IVR Stats module.
Invalid Destination* Section
- Select Module, allows the user to choose from a drop-down list of available modules, which module should be activated.
- Select Destination, this is the call target to which the module should be routed.
Timeout Destination* Section
- Select Module, allows the user to choose from a drop-down list of available modules, which module should be activated.
- Select Destination, this is the call target to which the module should be routed.
IVR Entries
This tab defines how to handle the user’s input.
- Digit, digit to press.
- Module, module to activate when the caller presses the appropriate digit.
- Destination, destination to call when the caller presses the appropriate digit.
- Enabled, enabled or disable this option.
It is good practice to ensure that the user has an easy way of getting back to the previous menu. One simple way to do this would be to allow the user to press “*” and link that keypress to the parent IVR.