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.
Note: Read the Switchvox IVR training article before reading this one,
as it introduces concepts important to understanding how to build an IVR.
When building an IVR, it is a good idea to create and reference a flowchart. Below is an example of one.
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.
This displays the Create IVR Menu page.
Creating an IVR: Operator IVR
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.
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.
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.
Creating an IVR Menu: Sales Queue IVR
This action alters the caller ID information shown on the phone's display so it displays a sales call. Route the call to the sales queue extension so that it will be distributed to the queue members.
From the IVR Editor page, click Create IVR Menu. Enter the name (Sales Queue IVR) and a description, then click Save IVR Menu.
After clicking Create Action on the IVR Editor page, select Alter Caller ID from the Action Type drop-down menu, then click Next.
From this page, prepend some information to the caller ID so you can distinguish between a sales calls and a support call. Prepend caller ID name with SS_ and click Save Settings.
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.
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.
The Sales Queue IVR is now complete.
Creating an IVR Menu: Tech Support Queue IVR
In this IVR, you want to alter the caller ID information that is shown on the phone's display, as well as set a ring hint to play a specific ringtone so you know this is a technical support call. Then, you will route the call to the support queue extension, so that it will be automatically distributed to queue members.
From the IVR Editor page, click Create IVR Menu. Enter the name (Tech Support Queue IVR) and a description, then click Save IVR Menu.
After clicking Create Action on the IVR Editor page, select 'Alter Caller ID' from the Action Type drop-down menu, then click Next.
From this page, you will want to prepend some information to the caller ID so a technical support call. Prepend caller ID name with TS_ and click Save Settings.
If you'd like to customize your ringtone for calls coming from this queue, you may set a ring hint in the IVR that the phone will use to play the appropriate ringtone. Click Create IVR Action. Under Action Type select 'Set Distinctive Ring Hunt', then click Next.
For the ring hint, enter 'Support'.
To configure a Digium phone to use this ring hint, access the user interface, and go to Features -> Phone Features (first photo) then click the Ring Rules tab (second photo).
From here, click Create Ring Rule, set your ring rule settings (first photo), and set the Ring Hint condition to support (second photo). Any time ring hint is set to 'Support', it will use the ringtone that was assigned to this rule.
From the Modify IVR Actions page, click Create IVR Action. Under Action Type, select 'Dial Extension', then click Next. Finally, from the Extension to Dial page, enter the Tech Support Queue extension and click Save. You will then be taken back to the Modify IVR Actions page.
The Tech Support IVR is now complete.
Creating an IVR Menu: Dial by Name Directory IVR
This allows callers to type the first three letters of their party's first or last name, and will then be presented with a list of matching extensions.
From the IVR Editor page, click Create IVR Menu. Enter the name (Dial by Name Directory IVR) and a description, then click Save IVR Menu.
From the IVR Editor page, click Create Action. Under Action Type, select 'Dial Extension', and click Next.
Then, from the Extension to Dial page, enter the Directory extension and click Save. You will then be taken back to the Modify IVR Actions page.
The Dial by Name Directory IVR is now complete.
Creating an IVR Menu: Closed
This will inform callers that the office is currently closed. They will then be sent to the after-hours mailbox.
From the IVR Editor page, click Create IVR Menu. Enter the name (Closed IVR) and a description, then click Save IVR Menu.
After clicking Create Action on the IVR Editor page, select 'Play Sound' from the Action Type drop-down menu, then click Next.
From here, you will need to select the following:
Folder- select 'My Prompts'.
Language- leave to the default setting.
Sound to Play- select the 'Closed' sound prompt.
This Sound is Interruptible- set to 'No' because you the caller to hear the entire message.
When completed, click Save Settings.
From the Modify IVR Actions page, click Create IVR Action. Under Action Type, select 'Send to Voicemail', and click Next. Finally, from the Extension to Dial page, enter After Hours Mailbox extension and click Save. You will then be taken back to the Modify IVR Actions page.
The Closed IVR is now complete.
Creating an IVR Menu: Main Open IVR
You are now ready to create your main open IVR now that all of the lower-level IVRs have been completed. In this IVR, you should check the time for the call against your open and closed time frames. Route the call to the appropriate IVR, play a sound prompt, and if it is during office hours, the caller will be presented with multiple options.
From the IVR Editor page, click Create IVR Menu. Enter the name (Main Open IVR) and a description, then click Save IVR Menu.
From here, you will need to set the following information:
If the current time is within the time range- you should set this to 'Outside Business Hours'.
Then Go to IVR- you should set this to 'Closed_IVR'.
When you are finished, click Save Settings.
If the call is received outside of business hours, then the call will be routed to the Closed IVR, otherwise the call will go to the next action.
Next, you will set up the company's greeting message, which includes options for the caller. After clicking Create IVR Action from the Modify IVR Actions page, select 'Play Sound' from the Action Type drop-down menu, and click Next.
From here, you will need to set the following information:
Folder- select where you would like the sound prompt to be stored (you should select 'My Prompts').
Language- leave language to the default setting.
Sound to Play- select 'Open'.
This Sound is Interruptible- toggle to 'Yes'.
Once finished, click Save Settings.
Note: there is a default action at the end that listens for options.
Create Option
From the IVR Editor page, click Create Option. Because the IVR was created from the bottom, all of the IVR selections should be available.
The first option to create is the Sales Queue IVR.
From the Create IVR Option page, set the following:
Option Number- select '1'.
New IVR Menu- select 'Sales Queue IVR'.
IVR Menu Entry Point- select 'IVR Menu Beginning'.
Once everything is set, click Save Option.
The second option to create is the Tech Support Queue IVR.
From the Modify Options page, set the following:
Option number- select '2'.
New IVR Menu- select 'Tech Support Queue IVR'.
IVR Menu Entry Point- select 'IVR Menu Beginning'.
Once everything is set, click Save Option.
The third option to create is the Dial by Name Directory IVR.
From the Modify Options page, set the following:
Option Number- select '9'.
New IVR Menu- select 'Dial by Name Directory'.
IVR Menu Entry Point- select 'IVR Menu Beginning'.
Once everything is set, click Save Option.
The fourth option to create is the Operator IVR.
From the Modify Option page, set the following:
Option Number- select '0'.
New IVR Menu- select 'Operator IVR'.
IVR Menu Entry Point- select 'IVR Menu Beginning'.
Once everything is set, click Save Option.
All of the options are now listed with the corresponding IVR.
Note: to allow callers to dial an extension at any time, you need to Enable Extension Dialing by selecting a group of extensions. Select the 'All Extensions' group, and click Save Extension Dialing Setting.
Modify Options Page
Not only will you find your current menu options on the Modify Options Page, you will also find other settings you can use to modify your options.
This section specifies what should happen when a caller presses a key for an option that does not exist. The default settings for this option are fine. Click Save Invalid Option Settings when finished.
This section specifies what should happen when a caller does not enter any option. The default settings for this option are fine. Click Save Timeout Settings when finished.
This section specifies the number of retries the caller has, and then routes the call to a new destination. Select your preferred settings. Click Save Retry Settings when finished.
Completed IVR
Once you have saved all of your settings on the Modify Options page, click Back to the IVR Editor to return to the main page where you may see all the Action and Options, as well as the IVR Tree.
The IVR Tree also lists all Actions and Options. Click on the '+' next to any option folder to expand the details. Once all of the options are open, you'll see the entire menu structure. You may click on any link to see the menu details in the IVR Menu Details section.
The last step to complete the IVR is to assign an extension so that you may test it and route calls from your inbound trunks. Go to Setup -> Extensions -> Manage, and click on Create Extension. For Extension Type, select 'IVR' and click Create Extensions. Next, enter an extension, then select 'Main Open IVR' from Route to IVR Menu drop-down menu, and click Save IVR Extension. To route incoming calls to this IVR, set the callback extension on your channel groups or SIP trunks to whichever extension you have chosen for your IVR.