You can set up an Interactive Voice Response (IVR) system, or Auto attendant, that greets callers connecting to your IVR number. IVR is an automated greeting system that plays messages and routes incoming calls in response to key presses made by callers.
Setting up IVR
Before you begin
You need a phone number for the IVR. This number must be allocated to the correct occupier or to the operator, but must not be in use for any other purpose.
Note: If you re-use an existing phone number for this purpose, any previous configuration will be cleared.
Step 1 - Describe your IVR
You need to capture details of the IVR that you want us to set up. There are two options for IVR:
Standard. Allows one level of options per number. The caller hears the greeting and then selects a routing option. They do not hear further options after their first selection.
Enhanced. Allows two levels of options per Auto Attendant number. The caller hears a first greeting, selects a routing option, and may then hear further options and redirection after that.
Option 1 - Standard IVR (one level)
Where there is only one level of options, you should plan out the options that you want your caller to hear, and what should happen when they select each option. This example shows how you might do this using a spreadsheet:
When a caller connects to the IVR number (02037777777) at any time (Always):
The Greeting Occupier_Name_date.WAV is played. It greets the caller and describes the options that they can select.
The caller selects one of the four options (1, 2, 3, or *) to prompt the defined action. For example, if the caller presses option 3, their call is blind transferred to the target number 02038888888 (the support number).
For more information, see IVR information.
Option 2 - Enhanced IVR (two levels)
Where there are two levels of options, you should plan out the options that you want your caller to hear, and what should happen when they select each option. This example shows how you might do this using a spreadsheet:
When a caller connects to the IVR number (02037777777) outside of office hours:
The Greeting Occupier_Name_date.WAV is played. It greets the caller and describes the first set of options that they can select.
The caller selects one of the first four options (1, 2, 3, or *) to prompt the defined action. For example, they press option 1, and hear a second greeting (Occ_Name_Enhanced.WAV). This greeting offers three more options.
The caller then selects one of three (1, 2, or *) further options, as shown in the second column. For example, if they select 2, their call is transferred to the voicemail mailbox of the target number. Note: The call is routed directly to the support number's voicemail, no handsets ring.
For more information, see IVR information.
Step 2 - Request the IVR is set up
Once you have captured the details of your IVR (step 1), you need to pass that information on to us. You can do this by completing all of the following steps:
Add an IVR service
Add the IVR Service.
Adding this service allows essensys to enable and charge for the IVR service.
Once the service is added you will receive an email notification indicating that a case has been created.
Create a telephony case
Click Request a telephony configuration change > IVR.
The Raise a case dialog box opens. All fields apart from the description are pre-populated with appropriate details.In the Description field, enter the information that you require for your IVR.
These details were specified at step 1. Note: If you created a spreadsheet including these details, you should add a note indicating that you will supply that later.Click Submit.
A case is raised and, after a short delay, you receive an email notification.
Send your IVR files
You need to send a greeting file (WAV) to us, and may want to send us other details. This is done by replying to one of your email notifications with the following details:
If your IVR description (step 1) was defined in a spreadsheet or other file, attach that file to the response.
Attach your greeting or greetings (WAV) to the email.
Once you have supplied all of the required details, essensys will configure your IVR for you.
Manage IVR services
Delete IVR.
If your occupier or the operator no longer need IVR, you can remove their IVR service from the Services page. This action creates a case, which essensys will action on your behalf.Change IVR details.
If your occupier or the operator want to change the details of their IVR, for example, redirecting calls to a new number or updating their greeting with a new recording, you should raise a case with the details of your changes.
Tip: To update a greeting, you will need to raise a case and then reply to the email notification with the new WAV file attached.
Detail reference
IVR Information
To allow us to set up the IVR, you need to supply the following information. We recommend that you create a spreadsheet as described in step 1.
Information | Description |
IVR phone number | The phone number that should be assigned as the IVR number. If you do not nominate an IVR number, essensys can nominate one for you. Tip: Your callers can either dial this number directly to connect to your IVR, or you can configure the main number call settings to forward calls to this number. |
Greeting (WAV) | The greeting message differs depending on the type of IVR you are setting up:
The format of any greetings must be:
Tips:
|
Hours applied | When the defined IVR applies. Can be one of:
Note: The default business hours are Monday to Friday, 8:30AM to 6PM. |
Options |
|
Key | The key that the caller presses to select a particular option. Can be one of:
For an Enhanced IVR, the second-level menu has the same available keys. |
Description | A simple description of the option. Should reflect the action that will happen in response to the key press and the business purpose of the selection. |
Action |
* The transfer options are blind transfers, which means they are sent directly to other numbers without any attendance. |
Target | The phone number that should be used as the target in a blind transfer. |
Further information
Creating greetings
You can create your greeting using any site or tool that lets you specify the preceding settings. Suggested tools: