Set up IVR Custom Key

Requirements

Prerequisites

• Upload or record an IVR prompt that would instruct callers to press a specific key and PIN code to reach the corresponding destination.
• Optional: Add a PIN List that would authenticate callers before routing them to specific destinations.
  Note: If you prefer a single PIN for custom keys, you don't need to add a PIN list.

Procedure

1. Log in to PBX web portal, go to Call Features > IVR, edit the desired IVR.
2. Under Basic tab, select prompt(s) from the Prompt drop-down list to instruct callers to press custom key.
   Note: You can select up to 5 audio files, and the system plays the audio files in order.

   

3. Under Key Press Event tab, enable custom keys.

   

   1. At the top-right corner, click Advanced Settings.
   2. In the pop-up window, select the checkbox of Custom Key, then click Confirm.
   3. Optional: Select the checkbox of Keep Current Settings to retain the current key press event settings.
   4. Click OK.

4. Set up custom keys.

   

   1. In the Key Type drop-down list, select a key type.
      • If you select Single Key, enter a PIN code in the Value field.
        Note: The length of PIN code should not be greater than 21.
      • If you select PIN List, select a PIN list from the PIN List drop-down list.
   2. In the Destination drop-down list, specify a destination for the custom key.
5. Optional: In the Options section, enable end key to allow callers to complete their input and be directed to the corresponding destination.
   Note: If End Key is enabled, * or # should not be included in your custom key.

   

   1. Select the checkbox of End Key.
   2. Select Press the "#" key to end or Press the "*" key to end.
6. Click Save and Apply.

Result

Callers who know the PIN code can press the key when enter an IVR and will be routed to the designated destination.