Managing IVRs

Interactive Voice Response (IVR) technology allows customers to interact with LiveVox PBX without human intervention. When customers dial the number associated with an IVR, the call is answered automatically with prerecorded greetings and IVR menu options; callers can then enquire about services in real-time using only a keypad. 

Add an IVR menu

1. Navigate to Phone System > IVR Menus and click the Add IVR Menu button.

2. In the Add IVR Menu screen, enter the required details in each of the tabs.

   Field Descriptions

   Basic Details tab 

   

   Field	Description
   Description	Describe the purpose of the IVR. This value is visible on the IVR Menus screen and helps identify the IVR.
   Domain	Which domain should this dial plan be hosted on? (how is this field populated?)
   Direct Dial	Select Yes or No (what does each option do?)
   Caller ID Prefix	?

   Audio tab

   

   

   In the PBX Admin Portal, navigate to Phone System > Recordings to add audio files that you can then select from the drop-down fields in this tab. For more information, see Managing Recordings.

   Field	Description
   Greeting Prompt (Long)	Select the greeting to be played (when?)
   Greeting Prompt (Short)	Select the greeting to be played (when?)
   Invalid Prompt	Select the greeting to be played when the caller selects an incorrect option that is not on the IVR menu.
   Exit Prompt	Select the greeting to be played when the caller chooses to exit the IVR menu.

   Configuration tab

   

   1. In the Destinations section, select a destination from the dropdown menu, enter the digit to be associated with the destination, and click Add Destination.
      The destinations appear in the Destination table in the sequence that you add them.

   2. To change the sequence of the destinations in the IVR menu, click and drag the rows to move them around.

      Field	Description
      Add a Destination	This is where the call will be directed when users enter the digits. Destinations can belong to the following categories: Audio Dialplan SIP profile User Voicemail box
      Digits	Enter the extension required to dial this destination

   3. In the Timeouts section, configure the timeout duration and call behavior.
      

      Field	Description
      Timeout	millisec
      Inter-Digit Timeout	millisec
      Max Failures
      Max Timeouts
      Confirm Attempts
      Exit Action	Select where the call goes after timeouts

3. Click Save IVR to complete the process and return to the IVR Menus screen where the new IVR menu appears in the table.

Edit or delete an IVR menu

1. Click the required row in the table on the IVR Menus screen. The Edit IVR Menu screen appears.

2. Edit the fields if required. See Add an IVR Menu for field descriptions.

3. The next actions you may take on this page are:

   UI element	Description
   Delete	Click to delete the IVR menu. In the confirmation popup window, click Yes, Delete! On deletion, the page redirects to the IVR Menus screen.
   Save IVR	Click to save your edits and return to the  IVR Menus screen.