we go to setup a IVR for a normal company, when the call comes to the system the callee will be asked: "Welcome to our company, please press 1 if you want to talk to the sales department, 2 for support or 3 if you want to talk with a representative" when the calle press 1 and 3 the calle will be forward to the phone, when he press 2 a new IVR prompt will be played "press 1 for hardware support or 2 for software support" and the call will be forward to the selected department. The two needed voice prompts are already uploaded to IVAN, welcome.alaw for the first prompt and support_select.alaw for the select when the callee press 2.
We start building the IVR, we go to ->Services ->IVR System
and we start create a IVR Node:
first we choose the right usergroup, the first Node of an IVR is allways the Top Object, we give the IVR a name to identify the IVR tree in our Services and we enter into the Button 0 (this have no effect, but must be set) on the Audio file we choose the Audio what we want to play to ask for the prompts all other fields we let is like it is right now, we come back to change some small thinks afterwards.
after you click create we have the first Node of our IVR Tree:
now we click on the blue arrow to add the next instance into the tree:
as you can see, we only give the IVR node a name tell them what button to press for this service and the service for the selected button (press 1 for sales), we now repeat this one more time for the forward to a representative and we have already 2 setup, for the support (when the callee press 2), we add the following:
as you can see, we do not insert a service, we give a Audio file, so the callee will be asked "press 1 for hardware support or 2 for software support" after we create the node the IVR will be shown as follow:
to continue with the build of the tree we now click on the blue arrow on the "Support select" and add the forward for hardware (1) and software (2):
and you can see, the Supperior Object is now Support select, we also give them a name and tell the system what button will be used for this instance, we do the same for Software also and we have the builded IVR:
now we need to create a service for this IVR, go to ->Services ->Services and create a IVR Jump:
we only add a name to Identify the IVR inside the services and we choose the WelcomeIVR as selected node, you can create as many IVR Jump you need and you can jump in in every instance of an IVR, this gives you realy great flexibility
ok, now we have a Service what we can use everywhere in our system, first we go back to the IVR System and edit the welcomeIVR:
and we select for the Service if option invalid the Service of the IVR Jump, if now a callee press an invalid option, the IVR will start from the beginning, you can do the same for the Support select also to be sure that all the calls will be answered on the correct way
after update the IVR Node we go to ->Servicenumbers ->Numbers and select a number where we want to use the IVR:
and we choose on the Service the created IVR Jump to go to the created IVR System:
after the click on update, all calls to the selected number will use the new IVR System.
Submitted by Alfred on 25 August, 2008 - 15:14.
