An IVR Menu is an Interactive Voice Response Menu (also known as an Auto Attendant), in which the caller listens to a pre recorded greeting giving them options to direct their call in the phone system.  While the greeting is playing the phone system is listening for the caller to input a destination by pressing one of the number keys on the caller’s telephone.
Follow this procedure to add a new IVR Menu for use with FracTEL CloudPBX.

Log in to the FracTEL portal.

Select Manage IVR Menus from the Features menu tab, then select Add IVR Menu or select the IVR Menu to manage and press Submit.



Initial Setup

IVR Menu Name - Enter the name to identify this IVR Menu in the FracTEL Cloud PBX Account
Enable Speed Dials - Set to yes to allow callers to dial Speed Dial numbers directly connect to know extensions/devices.
IVR Sound Files - Select the Sound file to be played to callers while they are in the IVR Menu the Default sound file uses the following script "if you know your party's extensions you may dial it at any time. Thank you for your call"
Menu Timeout (Seconds) - Use this to set how long to have a caller in the ivr before sending the call to the TimeOut Destination.
Menu Repeat - This sets how many times to replay the message to the caller before timing out the call
IVR Active - Set for Yes to make this ivr active.



Configuring the remaining options for routing the calls to the destinations by selecting the type of service used Press # Service drop down menus.  The Number corresponds to the number the user presses to reach the menu option. When a Service type is chosen another drop down menu will appear with the configured destination for that service type.  If the drop down menu is empty you will need to got the features menu tab and select the service to configure. 
 

Service Type Options

  • Invalid
  • Speed Dial
  • Forward
  • Device
  • Voicemail
  • Voicemail2Email
  • Messages
  • IVR menu
  • Conference
  • Scheduler
  • Ring Group
  • Queue
  • Page group
  • Hangup
  • Reject
  • Busy
  • Directory
  • SIP URI

Invalid

When set to invalid, the menu option will play a message to inform the caller they dialed an invalid selection, then return the caller to the beginning of the ivr menu.

Speed Dial

Speed Dials that have been configured as forward to phone numbers are available menu options when configuring the IVR Menus. 

Forward

The Forward service type is used for forwarding to phone numbers not on FracTEL CloudPBX account

Voicemail/Voicemail2Email

The Voicemail service type is a hosted Voicemail Box for messages. These messages can be stored on the FracTEL CloudPBX network for a limited time or be set to be emailed to an email address of your choosing.

Messages

The Messages service type is used for creating a dial in number for accessing your voicemail.  You may use this feature if you have employees that need to access the Voicemail system for checking their voicemails while away from the office.

IVR Menu

An IVR Menu is an Interactive Voice Response Menu (also known as an Auto Attendant), in which the caller listens to a pre recorded greeting giving them options to direct their call in the phone system.  While the greeting is playing the phone system is listening for the caller to input a destination by pressing one of the number keys on the caller’s telephone.

 Conference

The Conference service type is used for hosting Conference Calls on FracTEL.  When setting up the Conference room the administration can set up separate moderator and user pin codes to authenticate access to the conference call.

Scheduler

The Scheduler is used for configuring your phone number’s destination using a set Time of day route.  Normally this would be used to route calls to a device or ring group during business hours and an alternate locations after hours like voicemail or forward to an answering service.

Ring Group

Ring groups are used for directing calls to a group of phones, to have them all ring at the same time. This allows the administrator to ring groups of people that may work in the same department with the first available person can pick up the telephone.

Queue

A queue is a destination that large amounts of callers can wait on hold, until the next available representative can take their call.  If configured to do so, hold music or advertising messages can be played in the background while the caller is waiting to be picked up.

Page Group

Creates a group of phones that when called all the phones in the group will automatically answer and open the speakerphone.

Hangup

If you require a call to a phone number to not be used and terminate any calls to it, you can use the Hangup service type.