Switchvox - How to route a DID to an IVR

Table of Contents

This explains how to set up a general Main IVR and then shows how to route an incoming call received through a DID to the Main IVR.

Create the Main IVR

The first part will be to create the Main IVR.

An IVR, or Interactive Voice Response, is an automated menu system (also known as an auto-attendant) that you can program to greet and interact with your callers. An IVR can provide information to the caller, collect information from the caller, and send the caller to the right extension.

This is an example of a Main IVR which plays a custom greeting and gives the caller an option to reach the operator.  IVR's are constructed from the bottom up so there a few things to ready before beginning.
First create a sound file (See https://sangomakb.atlassian.net/wiki/spaces/OpenSource/pages/426377797 for instructions)
Then create your options (See link for an option to dial the operator)

Construct the Main IVR

Then begin constructing the Main IVR

1. Create an IVR

2. Go to Tools > PBX Features > IVR Editor

3. Create IVR Menu

   Open

   

4. Add actions

5. Create IVR Action 

   1. Action Type: Play Sound 

   2. Play Sound (Locate the custom greeting you recorded) 

   3. Click on Back to IVR Editor

6. Add Options

   1. On your main IVR click on Modify Options

   2. Create Menu Option

   3. Set the following fields

      1. Option Number

      2. New IVR Menu (Choose the IVR)

      3. IVR Menu Entry Point (for most cases it is fine to leave this setting as IVR Menu Beginning)

      4. Save Option

         Open

         

Assign an IVR Extension

Assign the Main IVR an extension

1. Setup > Extension > Manage 

2. Create Extension 

3. Extension Type : IVR(Interactive Voice Response) 

4. Click on Create Extension 

5. Assign to an extension 

6. Route to IVR Menu (Choose Main IVR) 

7. IVR Menu Entry Point ( IVR Menu Beginning)

Create incoming call rule with DID pointing to the IVR (see https://sangomakb.atlassian.net/wiki/spaces/Switchvox/pages/384532481 )
Create a Single DID Rule (see https://sangomakb.atlassian.net/wiki/spaces/OpenSource/pages/426803242 )

1. Go to Setup > Call Routing > Incoming Calls

2. Create Single DID Rule or Create Ranged DID rule

3. Set the following

   1. Rule Name and Note can be arbitrary values

   2. Incoming DID to Match

   3. Extension to Route Call