|
IVR Menus:
This section will allow you to configure an Interactive Voice Response menu. IVR Menus prompt the caller to input any of several options, the caller will be routed according to their selected option number. Map out what options will go to go to which destinations. Most companies use two IVR menus, one is for answering calls during business hours. After hours calls can be directed straight into a voicemail box rather than force the caller to hold while the system rings an unattended phone.
Business Hours IVR example recording: "Thank you for calling XYZ Company. If you know the extension of the person you are trying to reach you may enter it at any time. to use the company directory dial the pound key. Otherwise for sales press one, for support press two, or for admin press three."
Non Business Hours IVR example recording: "Thank you for calling XYZ Company, you have reached us after our normal business hours which are from nine to five pacific standard time. If you know the extension of the person you are trying to reach you may enter it at any time. To use the company directory dial the pound key. Otherwise to leave a message for the sales department press one, to leave a message for the support department press two, to leave a message for the admin department press three. - Login to FreePBX as described here.
- Click the Setup tab at the top of the page.
- On the left side of the page click the IVR link under Inbound Call Control.
- Click the Add IVR button on the right side of the window.
- Build the IVR Menu following the guidelines below.
- Change Name - Enter a name for this IVR menu, the name should describe the menu. For example an IVR menu that will be used during business hours should be called "Business Hours".
- Timeout - Enter the number of seconds to wait for the caller to input an option before going to the timeout extension "t".
- Enable Directory - Enable the Dial By Name Directory for this IVR Menu.
- Directory Context - Choose the voicemail context to be used for the dial by name directory.
- Enable Direct Dial - Enables the caller to dial internal extensions from the IVR Menu.
- Announcement - Choose the System Recording that will be played for this IVR Menu. Setup your System Recordings by following the steps above.
- Enter a 1 to 3 digit number in the option fields, and choose a destination for each. Callers connected to this IVR Menu will be able to listen to the selected System Recording, this recording should indicate these options. If a caller dials one of these options they will be immediately connected to the appropriate destination.
- To Increase the number of IVR options click the Increase Options button.
- To Remove Empty IVR Options click the Decrease Options button.
- To Save the IVR Menu click the Save button.
- Click the red “Apply Changes Bar” at the top of the screen to apply the changes. This IVR Menu will now be available as a usable destination.
FreePBX
FreePBX is a web based administration tool for the Asterisk Open Source PBX. This is where you will program your extensions, trunks (lines), and IVR menus. As well as your inbound and outbound call routing. This interface is intended to be very straight forward and offers hints for almost every setting. Simply roll your mouse over the setting name, if there is a hint for the setting you will see a pop-up box with information regarding the setting. Mozilla Firefox is the suggested web browser for using Freepbx Internet Explorer is not currently supported due to it's lack of compliance with Internet standards. FreePBX also includes a basic Call Detail Reporting package, this application will show basic incoming and outgoing call information. The application will also allow for the call records to be searched and sorted, data may be exported as a CSV or PDF file. This package will not report call queue information or statistics. |
