Set up an IVR

Yeastar P-Series Software Edition provides easy-to-create menus that allow you to set up an IVR and keep up with changing requirements. This topic describes how to set up an IVR.

Limitations

Yeastar P-Series Software Edition supports up to 256 IVRs.

Prerequisites

Before you set up an IVR, record a custom prompt or upload a custom prompt to provide callers with the IVR menu.

Procedure

  1. Log in to PBX web portal, go to Call Features > IVR, click Add.
  2. In the Basic tab, set the basic settings of IVR.
    • Number: Specify a virtual number for callers to access the IVR.
      Note:
      • If the total of PBX extensions is less than or equal to 6000, the default IVR number range is from 6200 to 6299.
      • If the total of PBX extensions is greater than 6000, the default IVR number range is from 50200 to 50299.
    • Name: Enter an IVR name to help you identify it.
    • Prompt: Set the IVR prompt that plays greeting and explains the IVR menu options to callers.

      The default prompt is "Dial the extension number or press 0 for operator".

      You can select up to 5 audio files, and the system plays the audio files in order.

    • Prompt Repeat Count: Set how many times to play the prompt when the caller remains inactive during the Response Timeout(s).
    • Response Timeout(s): Set how long (in seconds) to wait for the caller to operate.
    • Digit Timeout(s): Set how long (in seconds) to wait for the caller to enter the next digit.
    • IVR Alert Info: Optional. Set an "alert info text" to add to Alert-info header in INVITE request for IVR calls.

      When receiving an IVR call, the phone will inspect "Alert-Info" header to determine which ring tone it should use for ringing.

    • Linkus Client Distinctive Ringtone: Select or upload a custom ringtone for extension user's Linkus clients.

      When an extension user receives a call from this IVR, the designated ringtone will be played on the user's Linkus client.

      Note:
      • You can manage the uploaded custom ringtones on PBX Settings > Voice Prompt > Custom Ringtone.
      • If you select an uploaded custom ringtone (rather than a built-in ringtone), it will only apply to user's Linkus Web Client and Desktop Client for IVR calls. Instead, the Linkus Mobile Client will play the ringtone configured in the app.
      • If the call is from a contact with a distinctive ringtone set in the user's Linkus client, the contact’s distinctive ringtone will take priority over the IVR ringtone.
    • Dial Extensions: Whether to allow callers to dial specific extension numbers via IVR.
      • Disable: Disable to dial extensions via IVR.
      • All Extensions: Allow the callers to dial all the extension numbers.
      • Allowed Extensions: Select the extensions that the callers can dial.
      • Restricted Extensions: Select the extensions that the callers can NOT dial.
    • Allow Calling Numbers: Whether to allow callers to dial ring group, queue, or conference numbers via IVR.
    • Dial Outbound Routes: Whether to allow callers to make outbound calls via IVR.
    • Dial to Check Voicemail: Whether to allow users to check voicemail via IVR.
    • Dial #9 to Modify IVR Prompt: Whether to allow users to dial the feature code #9 to record and apply a new IVR prompt.
      Note: If the IVR prompt is replaced successfully, the previous voice prompt will be removed from the IVR prompt setting, and the new voice prompt will be retained.
  3. Click the Key Press Event tab, set up an IVR menu.
    • To set key events to route calls to different destinations based on time, see Set Key Events Based on Time Conditions.
    • To set key events to route calls to different destinations based on PIN code, see Set up IVR Custom Key.
    • To set key events to always route calls to the designated destination, do as follows:
      1. In the Key Press drop-down list, select a key event for each key: 0-9, *, and #.
      2. In the Response Timeout drop-down list, select a call routing destination if the caller remains inactive within the Prompt Repeat Count.
      3. In the Invalid Input Destination drop-down list, select a call routing destination if the caller enters a digit that is not defined in the IVR.
      4. Optional: Select the checkbox of Allow Opt-out of Call Recording.

        When the call is routed to the key press destination, the call would not be recorded even Call Recording is enabled.

  4. Click Save and Apply.

What to do next

Set up an inbound route, and specify the destination to the IVR.