This article is for existing DSL Telecom Cloud PBX users.
What is an IVR?
An IVR stands for Interactive Voice Recording. Like most organisations, businesses like to route incoming calls to an Auto Attendant when they are unavailable to take any calls, you can also set up an IVR during the holiday season when all their team members are on leave. You can create one or more IVR's on your DSL Telecom Cloud PBX system.
When calls are routed to an IVR, the system will play a recording prompting the callers on what actions they can select such as “Welcome to XX, for sales press 1, for Customer Support press 2” or " Our offices are closed until XX date, please contact support at xx if it is an emergency."
IVR Prompt:
IVR uses voice prompts to provide callers with instructions and directions for accessing information via phone. When users call into the PBX IVR, the users would operate by following the IVR prompt instructions. The PBX system has one default IVR prompt, but you can switch out the IVR prompts to various different audio files.
Dial by name:
A dial-by-name directory is a feature that allows incoming callers to find the correct extension by searching for the intended call recipient's name. You can set the IVR Keypress to Dial by Name and use this together with the IVR prompt to guide callers to search the desired extension by name.
Forward incoming calls to an external number with IVR:
Call forwarding is a phone management feature that helps you to redirect or forward incoming calls to an alternate number. It is commonly used to forward calls to an office phone to a user’s cell phone or a colleague’s number. Set the IVR Keypress destination to an external number to route calls from IVR to an external number.
Ring Group:
Ring groups are phone extensions grouped together in order to perform functions such as ringing multiple numbers simultaneously or in a specific order. The benefit of setting ring groups is having the ability to group extensions based on company departments (Support, accounts, sales, etc.) and setting ring strategies accordingly.
Queue:
A call queue is a business phone system feature that directs inbound callers into a virtual line (queue) based on pre-established criteria, placing them on hold until the ideal agent becomes available to assist them.
Provide the following to set up your DSL Telecom Cloud PBX IVR:
1. Voice Recording:
Voice recording of Welcome message
Voice recording specifying actions if a client calls after-hours
- Voice recording if there are any additional options
The audio needs to be in WAV format and can be emailed to support@dsltelecom.co.za or sent via WhatsApp to 087 150 8595. We are able to convert it to the correct audio format for the PBX.
2. Times:
Times of when IVR should be set specific times and dates eg. 8 am-5 pm Mon-Fri.
After-hours will be set outside of the above times.
- We can pre-program your Cloud PBX to automatically activate your IVR message on the dates you are opened and closed (eg. for your year-end function and during the festive season.)
3. Redirect:
Send us the details required to redirect a call if you would like to set this up for example during the festive season all calls will need to be redirected to a team member that is on standby eg. Press 1, which extension should it redirect to (Pressing 1, redirects to ext100)
4 Failover:
The failover forwarding feature ensures that all incoming calls get connected, even if the first SIP account or phone number is unable to answer the call. If there is no answer or if the call is busy, please provide us with alternative extensions that the caller can be redirected to, or if you would like to redirect the caller to your voice mail.
If you would like to enable or disable your DSL Telecom Cloud PBX click here to get in touch with our customer support team: https://www.dsltelecom.co.za/contactus
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