...
A Voice Menu or IVR provides callers with a playback requesting that they select an option (E.g 1 for sales, 2 for accounts etc.).
Using the VL Telecom IVR you can route calls to different destinations based on the selection they have made.
| Table of Contents |
|---|
...
Creating a New Voice Menu (IVR)
Navigate to Settings:
...
Click on Numbers Voice Menu and Click on an existing phone numberADD:
...
Click on ADD TIMESPAN:
...
The below options can be edited when modifying the TIMESPAN routing for the phone number:
...
Option
...
Description
...
Completing Voice Menu fields
Basic Information
...
Field Name | Description/Options | Required Field |
|---|---|---|
Name | This is the starting day of the Time Routing. | |
| 2 | To Day | This is the ending day of the Time Routing. |
| 3 | From Hour | This is the starting time of the Time Routing. |
| 4 | To Hour | This is the ending time of the Time Routing. |
| 5 | Route Type | This is where the phone number should be routed to: User: Routes calls to this phone number to the selected user. Voicemail: Routes calls to this phone number to a Voicemail box of a specific user. Call Group: Routes calls to this phone number to a Call Group (TO DO LINK) Call Parking: Routes calls to this phone number to a Call Park (TO DO LINK) Fax Box: Route this telephone number to a specific User’s Fax Box. |
| 6 | Route Name | Depending on the selection made in Route Type above, you will have to select the route name you would like the call routed to. Example: If you selected User, you will be presented with a list of users for selection. |
| 7 | Actions | Icons to perform actions in the table:
|
Click SAVE to update the routing for the phone number.
| Note |
|---|
Important: The time routing entries provided should equate to the full week covering 24 hours a day. For example, Monday to Sunday 00h00 to 24h00. Refer to the examples below for more details. |
Time Routing Example
The below example can be referenced when setting up time routing on your telephone number:
Example:
All incoming calls should ring through to the IVR on workdays (Mon-Fri) between 08h00 - 17h00. Any calls outside these times should route through to the Voicemail of Joan Delante:
...
name of the Voice Menu/IVR you are creating. If you have more than one Voice Menu, choose a name that can be easily identified. E.g. Welcome Voice Menu | Yes | |||
Assign Phone Number | Selecting a number here will route the incoming calls to this Voice Menu.
| No | ||
Welcome Greeting | This is the sound file that should be played to the caller. Typically presents the caller with menu options. Company Greetings will be available for selection here or alternatively:
| No | ||
Enable extension dialing | Checkbox that allows the caller to enter an extension number from here. This is generally when adding a playback simlar to “If you know the extension you are trying to reach, please dial it now“. You will be prompted to select the Branch if you have more than 1 branch configured. See Creating Branches for more information. | No |
Menu Options
| Info |
|---|
To add a new menu option, click the ADD MENU NUMBER button |
...
Field Name | Description/Options | Required Field | ||
|---|---|---|---|---|
Menu # | This is the number that you would like the caller to press for this routing option. E.g. Press 1 for the Sales Department.
| Yes | ||
Action | This is the action/Routing that should happen when a caller enters this number. The below options are available for selection: External Number: This will provide you with an option to enter an external number to be contacted such as a mobile number. User: This will provide you with an option to select a User within your organization. See Users Voice Menu: This will provide you with a list of existing Voice Menu’s for selection. This is when creating nested Voice Menu (TO DO LINK) Voicemail: This will provide you with a list of users to select. The voicemail will then be delivered to this users voicemail (Optional: Select or Create a custom voicemail greeting here.) Call Group: This option will provide you with a list of existing Call Groups for selection. |
Related articles
| Filter by label (Content by label) | ||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
...