How to Build an IVR in Switchvox
This article is the companion document for the second part of the Switchvox IVR video. It guides you through how to build an IVR menu in Switchvox.
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Note: Read the Switchvox IVR training article before reading this one, |
as it introduces concepts important to understanding how to build an IVR.
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When building an IVR, it is a good idea to create and reference a flowchart. Below is an example of one.
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Note: Build your IVR from the bottom up. When you get to the main open IVR, you will see how it all comes together. |
Opening the IVR Editor
To open the editor, from the Admin portal select Tools -> PBX Features -> IVR Editor.
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Click on Create IVR Menu. The first IVR menu should be the Operator IVR. Enter a name (Operator IVR, Receptionist IVR, etc.) and a description, then click Save IVR Menu.
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After clicking Create Action on the IVR Editor page, select Dial Extension, then click Next. From the Extension to Dial page, enter the Operator extension and click Save. The re-displays the Modify IVR Actions page.
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Note: this is just a one-line IVR because you'll want the operator's extension to be dialed when this IVR is selected from the menu. |
The Operator IVR is now complete.
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From the Modify IVR Actions page, click Create IVR Action. Under Action Type, select 'Dial Extension', and click Next. Finally, from the Extension to Dial page, enter the Sales Queue extension and click Save. You will then be taken back to the Modify IVR Actions page.
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Note: The green arrows to the left of the actions mean that order does matter, therefore you'll always want to place actions that send you to another extension or IVR at the bottom, otherwise the call will be diverted prior to completing other actions. Click Back to the IVR Editor return to the main page. |
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The Sales Queue IVR is now complete.
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Creating an IVR Menu: Tech Support Queue IVR
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When completed, click Save Settings.
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Once everything is set, click Save Option.
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