The IVR (Interactive Voice Response) (or Phone Tree) presents callers with a menu and options for call routing. Callers dial-in and select an option on the numberpad which is mapped to 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. When you create an IVR, you specify a 1:1 mapping for all the possible keys on the keypad.
Edit Existing IVR¶
Click on the IVR Name to edit the following fields:
- Name: The name of the IVR.
- Extension: The dial-in numbers to 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 they key) for each key using the
URI- Specific SIP URI (formatted without the initial
sip:, ex: you would enter
External- External number (ex: someone's mobile).
Internal- A number or PBX resource (ex: extension numbers, IVRs, conference bridges, and groups).