IVR Options
IVR Options are entry points into another IVR Menu. In the IVR Tree, they are shown as folder icons. Clicking the plus sign (+) next to an Option folder expands and displays the actions in that IVR Menu. Clicking a folder displays it in the IVR Menu Details. Clicking any of the Actions in the folder displays that action in the IVR Menu Details. To create a new IVR Option, click the Create Option button under Options in the IVR Menu Details.
The following fields are IVR Options:
- Option Number. Select a number, or the * key. This what the caller presses to select this option.
- New IVR Menu. Select from the dropdown menu the IVR Menu the caller is sent to when the Option Number is pressed.
- IVR Menu Entry Point. Select from the dropdown menu the Action that is in the IVR Menu. (You don’t have to start at the beginning of the menu.) Click the Save Option button. This displays the Modify Option page, showing the Current Options. Select or enter the following, click any of the Save buttons when finished.
- Enable Extension Dialing. Let the caller dial an extension number during this IVR. For example, the IVR might play a sound “if you know your party’s extension, please dial it now.” This setting enables that feature. To specify which extensions can be dialed from this IVR, enter an Extension Group that includes the extensions that you want to allow.
Normally IVR Menus only allow single digit options. However, if this setting is checked, then IVR callers (in this IVR Menu only) can dial extensions. If the IVR caller enters a valid extension, Switchvox rings the extension. If the caller enters an invalid extension, then it is considered an “invalid option,” and is handled according to that setting.
Options and extension dialing can coexist in the same IVR Menu. However, if you have an option in the menu (i.e.; 1) that starts with the same number as an extension (i.e.; 105) then the caller experiences a delay. When he presses ‘1’, Switchvox waits a moment to see whether he might also press ‘05’. If he doesn’t, Switchvox proceeds to option 1.
- Invalid Option Settings. Specify what should happen when a caller presses a key for an option that doesn't exist. Select a sound to play, then an IVR menu and entry point (you don’t have to start from the beginning of the menu).
- Option Timeout Settings. Specify what should happen if a caller fails to select any options within a certain amount of time. Set the number of seconds to give the caller, a sound to play, and an IVR menu and entry point (you don’t have to start from the beginning of the menu).
- Retry Settings. Specify what should happen if a caller chooses an invalid option or times out several times. Select the number of times to allow, and an IVR menu and entry point (you don’t have to start from the beginning of the menu).
Rel6.0
