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How to setup an IVR

Interactice Voice Response (IVR) is unavoidable in a call centre, but there are lots of other situations when you can use it. This article explains to you how to set it up with the multifunctional and easy-to-manage Ozeki Phone System XE.

It is not really a challenge to setup an IVR anymore. Basically all you need to do is Record audio prompts (you can use System Recordings for this purpose), create the IVR and configure your IVR system before you could use it. (Figure 1)


Figure 1 - Setup an IVR extension with Ozeki Phone System XE

If you follow these steps, then you will have an IVR extension in just a short time.

  1. Create a virtual extension in the PBX (Private Branch eXchange connects calls to the desired extension whether they are inside or incoming calls and calls the desired number in case of an outgoing call):

    Create a class derived from the IExtension interface. This class is used to create a handler for the IVR purposes and to store parameters.

  2. IVR is like other extensions in a few ways: you also need to create a SIP call object for it, the call needs to be registered by the call handler, which also has to be subscribed for the completed event.

  3. The base of the IVR system is a menu tree. Its main menu message can be a written text read up by a converter and played by the PBX.

  4. IVR funcionality is based on auto answering, so any incoming call is automaticaly accepted, and IVR menu is executed as soon as the call state changes to InCall.

  5. Since menu elements build up the IVR tree, the data structure of those elements is implemented in the MenuElement class.

  6. IVR elements can work with either DTMF signals (dual tone multi frequency is the signal generated by pressing the touch keys of an ordinary telephone) or recorded .wav audio messages. Recorded messages are stored in a Dictionary and played for the caller, and DTMF signals serve as keys for the navigation.

  7. DTMF signals are checked for command validity, and if they are valid, then the desired submenu follows it. Return commands always navigate back to the parent menu, unless it is chosen in the main menu, because then it ends the call.

  8. Having been enabled, the IVR system works with either text to speech or .wav playing. The application checks which one works and starts the processes according to that.

  9. IVR has two extra features here:

    You can transfer the calls to a human operator, and also to the voicemail.

    • The calls can be transferred to a specific extension also, if the caller presses “#”, because the DTMF signals are stored, and the calls will be transferred to the extension specified by those previously stored signals.

    • Voice mail can either be called directly or indirectly.
      • If indirectly, then another number was called originally, and the caller can leave a message.
      • If directly, then the caller can listen to the voice mails left to the extension from where the call was made.

These are just the basic features of an IVR, which now you can easily set up on your own. IVR is a service you need when you have a call center. So you are reading the right article, since the versatile new generation Ozeki Phone System XE will always provide the best possible solutions for you.

Follow the links below to read more about communication through Voice over Internet Protocol.