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How to setup the IVR




How Can I Make An IVR Using O-Tel 1Cloud Hosted PBX ?

This article describes how you can easily create an IVR (Interactive Voice Response) using O-Tel 1Cloud Hosted PBX .

You will learn how to create an IVR extension, add a context for the IVR, edit the context, define actions for menu options and finally generate the IVR.

We will create a simple IVR using O-Tel 1Cloud Hosted PBX . Our IVR will contain 2 menu options:

  • 1 - to forward to an extension number input by the user from the key pad;
  • 0 - to transfer to an operator

Create an IVR extension

  1. Log in to the O-Tel 1Cloud Hosted PBX browser interface with an admin, reseller or client account.
  2. In the left panel, click the "Extension" link.
  3. In the "Tools" section click the "Add extension" icon. If you are using an admin or reseller account, you will be asked to choose the client account where the extension will be added. To do this, in the clients table, click the name of the desired client.
  4. Provide information about the new extension:
    • Enter extension number (let's say 222)
    • Enter extension "Contact Name" - we'll call it "Example IVR";
    • Enter "Login" - "IVREXAMPLE";
    • Enter "Password" - let's say "123123" (you should use a more complex password);
    • Enter "Email" - this should be your email address;
    • Under "Extension type selection" - select IVR;
    • Select a billing plan associated with this extension;
    • Complete the rest of the options to suite your details;
    • Click "Ok" to save the data you entered and go on to the next step.
  5. In the "Extension Permissions" page you must set up the rights and limitations of the extension. For this example we'll use the defaults and just click "Ok".
  6. Provide general information about the IVR;
    • Enter "MYIVR" in the "Name" dialog;
    • Choose the directory containing the music on hold that will be played. All the music on hold sounds contained by the directory will be cycled, so it is better to select more than one sound;
    • Enter the default timeout period. Use this text box to limit the time interval that an IVR caller can remain inactive while the IVR waits for the input;
    • Enter a description of the IVR extension if you want to, and then click the "Ok" button.
  7. Now that we've successfully created our IVR extension, we must define the behaviour of our IVR.

Create a new context for the IVR

  1. In the "Extension Management" page, click on the name of the extension you have just created (i.e. "Example IVR")
  2. In the "Tools" section of the page click the "IVR" icon
  3. In the "Tools" section click the "Add Context" icon
  4. Enter a name for the context. We'll call it "Start" and enable the option "This is the entry context", because we want this to be our entry context.
  5. Click "Ok" to add the new context.

Edit the start option from our context

This option is automatically activated when somebody calls the IVR extension.

  1. Click the "start" link to define a set of actions.
  2. We want to start our IVR by playing a welcome sound.
    • Select "Play sound file" from the "Action" drop down list;
    • "Add in position" text box should have "1" as a default value;
    • Choose one of the sound files available on your account and set it to play in the "Foreground".
    • Click "Ok" to save the changes;

Note: If you click on the "Generate IVR" link now, the extension will only play the sound file, and disconnect after the previously defined timeout.

  1. We want the caller to hear "1 to reach operator". We can do this by playing two sound files that come with all the O-Tel 1Cloud Hosted PBX distribution.

Note: It's probably best to record your own sounds to define a menu.

    • From the "Action" list, select "Play value".
    • The IVR will play a sound file corresponding with number 1 and a woman speaker. Set the options displayed below.
    • Click "Ok" to save the changes.
  1. From the "Action" list, select "Play sound file" and choose the sound file "to-reach-operator";
  2. We want to record the number entered by the caller from his phone keypad. We will use it later on to jump to another option.
    • From the "Action" drop down list select "Record digits to variable".
    • We will save the number entered by the caller to a variable name "menuopt". We will give the caller a 5 seconds interval to enter the number on his phone pad. Under "Action Details", enter the values displayed below.
  3. Add rules to jump to other options: if the caller presses 1, jump to option 1 of the "Start" context; if the caller presses 0, jump to option 2 of the "Start" context.
    • Select the "Jump to context" action. Enter the following values:
    • Select the "Jump to context" action. Enter the following values:

Define actions for option 0

  1. Click "Up level" to return to context editing.
  2. Click on "0".
  3. Add a "pls-stay-on-line" sound action as shown above.
  4. Add a "Transfer to extension" action". In the "Transfer to extension" menu select an existing extension where support will be available (it can be a phone terminal extension with one support operator or a queue extension with several operators).
  5. Add an "Alter caller ID with value" action and enter the following data: Prepend Caller ID with value "222";

Note: You can modify the caller ID to mark the fact that the call originated in your IVR.

Define actions for option 1

  1. Click "Up Level" to return to context editing.
  2. Click on "1".
  3. Add a "Record to digits variable" action. Enter the following values:

Record "3" digits to variable "transfext";

Stop recording after 4 seconds of inactivity;

Check "Play before recording" and select the sound "enter-ext-of-person";

Click "Ok".

  1. Add a "Transfer to extension from variable" action. Enter the following values:

Transfer to extension from variable "transfext"

Generate the IVR

Click the "Generate IVR" link located at the top of the page. O-Tel 1Cloud Hosted PBX will compile all the context, options, and actions you provided and create a fully functional IVR.

 



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