Skip to content

Interactive Voice Response

Document Metadata
Category: Customer Portal / IVR (Interactive Voice Response) Configuration
Audience: Administrators, Telecom Engineers, Support & Service Teams
Difficulty: Intermediate
Time Required: Approximately 25–35 minutes
Prerequisites: Active ConnexCS Customer Portal account with PBX- or IVR-authoring permissions, and access to upload or record audio prompts
Related Topics: Conference Rooms, Hunt Groups & Queues, DID Management
Next Steps: Create or upload your introductory greeting, define menu options (e.g., “Press 1 for Sales, 2 for Support”), map each option to the appropriate destination (extension, queue, voicemail), test calls through the menu to ensure correct routing.

The IVR (Interactive Voice Response) (or Phone Tree) provides callers with a menu and options for call routing.

Callers dial-in and select an option on the number pad that maps to an extension for a specific department or group within the company.

These extensions route to different Session Initiation Protocol (SIP) addresses, Public Switched Telephone Network (PSTN) numbers, internal extension numbers, other IVRs, conference bridges, groups, and Class 5 applications.

When you create an IVR, you specify a 1:1 mapping for all the possible keys on the keypad.

Edit Existing Interactive Voice Response

Click on the IVR Name to edit the following fields:

  • Name: The name of the IVR.
  • Extension: The dial-in numbers for callers to reach the Conference.

  • Audio File: Select a file from the drop-down list to play the greeting and explain the keypad options.

    You can upload your own audio files under the Audio section below.

  • Keys (numbers 0 to 9, '*' (asterisk) and '#' (hash)): Configure the Destination (what happens when the caller presses the key) for each key using the Edit field.

    URI- Specific SIP URI (formatted without the initial sip:, for example, you would enter [email protected])

    External- External number (for example, someone's mobile)

    Internal- A number or Private Branch Exchange (PBX) resource (for example, extension numbers, IVRs, conference bridges, and groups).