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Video 6: How to Set-up an IVR and Auto Attendant

This video instructs you on how to create and configure an IVR on your phone system. Some of you may know the term IVR or some of you may know the term auto attendant; this is a very useful tool for helping inbound callers efficiently navigate to an appropriate area in your phone system. This template of your FreePBX phone system will identify the term as “IVR”.

1. Browse to FreePBX admin screen > Select “Admin” drop down menu > Select “System Recordings” module

  • Upload a test recording
  • You can use Audacity, or any other converting program to ensure it’s in the correct format

2. Select “Applications” drop down menu > Select “IVR” module

  • Click “Add a new IVR”
  • Enter a name for the IVR in the “IVR name” text field
  • Select your test recording from the “Announcement” drop down
  • Enable “Direct Dial” if you want inbound callers to be able to directly dial the extensions
  • Select a number for “Invalid Retries” to set a tolerance for failed misdials by the inbound caller
  • Select an “Invalid Retry Recording” (you can use the test recording that you just created to test this)
  • Click the “Return on invalid” checkbox to allow the inbound caller to be able to return to the same menu
  • Select your test recording again for your “Invalid Recording” entry
  • Select a destination to send the invalid inbound caller to by choosing an “Invalid Destination”
  • Select a “Timeout Recording” option if the inbound caller doesn’t make a selection in a certain amount of time, you can leave it as “Default”
  • Select the appropriate “Timeout” for the number of seconds it allows before a timeout occurs
  • Under the “IVR Entries” section enter a number that you want inbound callers to use to automatically route their destination (For example, “1” might send the “Destination” to Voicemail,  “0” might send the “Destination” to a different extension)
  • Select an “Invalid Destination” from the drop down menu (required)
  • Click “Submit”
  • Click “Apply Config”

You should now have a basic IVR / Auto Attendant created. You can select the IVR you have just created (or as many as you want to create) as a destination for your inbound routes.

 

What is IVR / Interactive Voice Response?

Configurable voice menus that route inbound callers using DTMF tones. Interactive Voice Response or IVR is a telephone technology that allows customers to interact with the company’s host system through configurable voice menus, in real time, using DTMF tones.  A caller presses digits on the keypad of their softphone or hard phone via DTMF which sends a message to the PBX and selects the calls route based on the response in accordance with the digits that are pressed.

What is an Auto Attendant?

A voice menu that directs callers to extensions or call groups without going through a human phone system administrator (manually attended). Auto Attendant’s use dial-by-name and feature lists to prompt a caller to press a key to ring to the desired extension according to the voice menu prompts.