IVR¶
Class5 IVR
An Interactive Voice Response (IVR), or phone tree, allows callers to dial in and select an extension for a specific department or group within the company. These extensions can be routed to different SIP addresses, PSTN numbers, internal extension numbers, other IVRs, conference bridges, groups, and Class 5 applications, based on the key they press. When you create an IVR, you specify a 1:1 mapping for all the possible keys on the keypad.
IVR Planning¶
Complete the following prior to configuring the IVR
- Plan out the keys and desired destinations
- Create an audio file (.pcm or .wav format) that greets the customer and explains the keypad options and their destinations. Ex: "Press 1 to speak with a sales agent. Press 2 to speak with a technical support agent" and so on.
- Upload this audio file to the ConnexCS Control Panel under Management File.
Create an IVR¶
- Click the
+
icon (located at the top-right corner of the page). - Enter the Name for the IVR.
- Select the Customer from drop-down list.
- Enter the Extension that callers must call to start interacting with the IVR.
- Select the Audio File from the drop-down list which plays the greeting and explains the keypad options. This could be the file created in first step above or one preloaded into Files.
-
Once these fields are completed, select
Edit
for each key- numbers 0 to 9, '*' (asterisk) and '#' (hash) - to configure the Destination (what happens when the caller presses they key). (Edit
is not available until all required fields above are completed.)- External - PSTN numbers that are outside your Class 5 network (ex: someone's mobile).
- Internal - A number or resource on the ConnexCS platform (ex: extension numbers, IVRs, conference bridges, and groups).