VoiceStream IVR – AutoAttendant Set-up
NOTE: the # option has been introduced for transferring an IVR to a different destination.
This screen lists all system standard IVRs with the following details:
Name
IVR name
(E.g. Welcome)
(Display)
Number
IVR network number.
(E.g. 1010)
Edits the IVR configuration
(E.g. Click to edit IVR configuration)
Deletes an IVR from the system
(E.g. Click to delete an IVR from the system)
Search
Search
Search phrase
(E.g. Provide a search phrase here and hit enter to filter the records).
([a-z][0-9])
Name
Should search filter be applied to IVR names
(E.g. Check the box to search IVR names).
(Check box)
Number
Should search filter be applied to IVR numbers.
(E.g. Check the box to search IVR numbers).
(Check box)
Add/Edit IVR
Click on the ‘Add/Edit’ button will open standard IVR options
TIP:
Make sure to create a greeting sound before adding a new IVR. You may create one by dialing ‘*301’
from your UAD/Phone or by uploading a custom sound file from your computer through ‘System:
Sounds
Name
Unique IVR identifier/name.
(E.g. This name will be displayed once IVRs are accessed).
([a-z][0-9])
Number
Unique network IVR number.
(E.g. This number is to be dialed in order to access the IVR).
([0-9])
Greeting
Greeting sound file.
Example:
Once a user enters the IVR, a greeting with instructions is played(e.g. ‘Welcome. For Sales Press 1…’).
Select the greeting file played by this IVR here.
NOTE: Greeting file name must start with ‘greeting-‘. To record a custom greeting message dial ‘301′ from your extension. A newly recorded greeting file will have the current date stamp in the
title(e.g. ‘greeting-Apr-14-2006-16-32’).
(Select box)
IVR Type
Set the proper IVR type.
(E.g. VoiceStream works with four types of IVRs: Single, Multi digit, PIN-based, and Meeting IVR. Single
digit IVR is used for small range of options(0-9). Multi digit IVR support between(10-9999999999)
and is shared with all Multi Digit IVRs. PIN-based IVR allows dialing local/remote destinations by
providing a pre-set IVR PIN number.)
(Select box)
Destination
Set the proper destination for each digit pressed.
(E.g. Once a greeting message(e.g. ‘Press 1 for Sales’) is played to user, provide the valid destination
where the call is to go to once 1 is pressed. If John from sales department is to be dialed, select
‘Extension’ in this field. If you wish to provide additional options to caller, you can point him to
another IVR with its set of options by selecting ‘IVR’ here).
-NOTE: When creating a new IVR, users can choose the IVR type “Meeting IVR”. Meeting IVR is
selected when a user wants to join the Conference only via audio. A user needs to call a DID that is
connected to a Meeting IVR and follow the instructions in order to join a Meeting. The necessary
information (Meeting Number and Participant ID) is provided in an e-mail when the Meeting is
being created. If this type is selected, the pre-recorded system’s Greeting is used and the field is
therefore grayed out. Since the user gets asked for the Meeting Number immediately in the
Greeting, the “Play Greeting” option will define how many times he can miss saying a Meeting
number and get re-prompted.
Extension
This field further describes the ‘Destination’ field. In case ‘Remote Access’ or ‘Queue’ are selected
under ‘Destination’, a predefined option will be available for selection under this option.
(In the example above we have set the PBXware destination. In this option we set which destination
part is to be dialed exactly. If ‘Destination’=’Extension’, provide the extension number here. If
‘Destination’=’IVR’ provide the IVR number here etc.).
([0-9])
Destination Types
IVR
Destination for this selection is IVR with number entered into Extension field.
(E.g. 401)
([0-9])
Queue
Destination for this selection is the Queue which is selected from the Extension select box.
(E.g. Queue 1)
(Select box)
Conference
Destination for this selection is the Conference with number entered into the Extension field.
(E.g. 500)
([0-9])
Extension
When the Extension is selected, the destination for this selection is the Extension with number
entered into the Extension field.
(E.g. 198)
([0-9])
Voicemail
With this option selected, you can leave voicemail for a specified extension.
(E.g. 198)
([0-9])
Directory
With this option selected, you will have the ability to dial an extension by entering the first three
letters of the extension’s last or first name, if it is provided. Dialing by the first or last name
depends on the selection in the ‘Options’ menu for that selection.
Directory “Response timeout” and “Digit timeout” are inherited from the IVR general settings.
After entering the directory from an IVR for example, the user will have the same amount of time
to start typing as set on IVR.
Remote Access
This option enables you to remotely access one of four available types of destinations:
;; Agent Login – enables remote login as an agent
Destinations – enables one to dial any destination
Voicemail – remotely login to Voicemail
(Select box)
Fax to E-mail
When the user chooses this option, his fax can then be sent as an E-mail to the number provided
in the Extension field.
(E.g. 222)
([0-9])
Call External Number
When Call External Number is selected, destination for this selection is an external number that
you will enter in the Extension field.
(E.g. 004412345678)
([0-9])
When you click on the Options button you will get the following window with two or three options,
depending on your destination selection
Caller ID
Overrides the incoming Caller ID with custom information.
200
(E.g. Sometimes, it is useful to know from which IVR the call is coming from. By settings ‘Lobby IVR’
here, all calls coming through this IVR will display ‘Lobby IVR’ on phone display. To show the actual
phone number along with our data use ‘%CALLERID%’ with our text(e.g. ‘Lobby IVR
%CALLERID%’). This will display ‘Lobby IVR 55528790’ on our phone display, where 55528790 is the
phone number of the person calling us).
([a-z][0-9], %CALLERID%, %CALLERIDNUM%, %CALLERIDNAME%)
Language
Language used for this choice
(E.g. us)
([a-z])
Queue Priority
If the selected destination is a queue, this is where you set your priority in regards to other callers
in that queue, with 1 being the highest priority.
(E.g. 5)
([0-9])
Read extension number
If this option is selected, when the IVR selection is Directory, the system will spell the extension
number after the extension name.
(Check box)
Search for name
Here you can select whether to search the directory by first or last name.
(E.g. Last Name)
(Select box)
Department filter
Select the department that will be applied to this directory.
(e.g., None, Accounting, etc.)
Exit digit
The user can exit the Directory app at any moment by pressing the ‘#’ key
(Select box)
Advanced Options
General
Status
Rather than deleting the IVR, set its status to ‘Off’. This will make the IVR inactive and all calls will
be transferred to ‘Operator Extension’.
(E.g. Lobby IVR has this option set to ‘Off’. John dials this IVR number (e.g. 1003) but instead of IVR
instructions, his call will be transferred to ‘Operator Extension’).
(Option button)
Operator Extension
NOTE: A drop-down option is now available for this selection.
Choose the operator extension to which all calls will be redirected to if the ‘IVR Status’ = ‘Off’.
(E.g. Lobby IVR has the ‘Status’ set to ‘Off’. John dials this IVR but instead of IVR instructions, his call
203
will be transferred to the extension number provided here).
([0-9])
Disable CallerID (PIN-based IVR only)
This option disables CallerID but only for PIN-based IVRs.
(E.g. Yes)
(Option button)
General Settings
Response Timeout
Time period in seconds during which an IVR option must be dialed by the user.
(E.g. John enters the Sales IVR and hears the instructions. If this field is set to ‘4’, John will have 4
seconds to dial an IVR option).
([0-9])
RTP Delay [sec]
Delay time in seconds inserted before the IVR greeting message is played. This solves the ‘halfplayed’ file problem. Keep this value between 1-3.
(E.g. User A enters the IVR and hears a message ‘..me. For sales press 1’ and doesn’t understand. Set
this field to 1 so that a 1 second pause is added before the message is played. Now, when user A
enters the IVR he will hear ‘Welcome. For Sales press 1’).
([0-9])
Digit Timeout
Timeout in seconds during which a new digit must be dialed. This option is used with Multi-digits
IVR
(E.g. John has entered the IVR and wants to dial option 25. If 1 is provided in this field, John will
have 1 second to dial number 2, and additional 1 second to dial number 5. If the time exceeds, and
John hits 5 too late, IVR will assume that John has dialed option 2 instead of 25).
([0-9])
Rings to Answer
Number of rings played to caller before a call is allowed to enter the IVR.
(E.g. Rather than just ‘falling’ into IVR, it is recommended to set the number of ring sounds played
to caller).
([0-9])
FAX Email:
In this field you should enter E-mail address to which all your received FAXes should be mailed to.
In order for this option to work, you need to enable Fax Detection in Settings → Protocols → SIP
page
Greeting Options
Play Greeting
Number of times the greeting message is played to the caller. If there is no response from the
calling party within this time, the call is disconnected.
(E.g. John enters the sales IVR and hears the IVR options. If John does not dial one of the options, the
IVR options sound file will be played again, a number of times set in this field, before the call gets
transferred to ‘Timeout Extension’).
([0-9])
Timeout Destination
NOTE: A drop-down option is now available for this selection.
The extension number to which the IVR call will be transferred if there is no response from the
user during the ‘Play Greeting’ time period.
(E.g. John enters the sales IVR and hears the IVR options. If John does not dial one of the options, the
IVR options sound file will be played again, a number of times set in ‘Play Greeting’ field, before the
call gets transferred to extension number provided here).
([0-9])
Is Voicemail
Set whether the timeout extension is pointing to voicemail.
Operation Times
Set the IVRs open/closed times. Depending on the time when the call is received, the call can be
redirected to different PBXware destinations.
Operation Times
Enable operation times
(E.g. Yes, No, Inherit)
(Option buttons)
The Inherit option will allow administrators to simply put the Higher Level Operation Times
settings back into effect if deemed necessary.
Default Destination
VoiceStream extension to which all calls are redirected during closed hours
(E.g. 1000)
([0-9])
Greeting
The greeting sound file played to callers during closed times
(E.g. greeting-*)
(Select box)
Description of destinations follows in this priority order:
- Open dates: Sets the working hours during which IVR is to redirect calls as set in the IVR
Add/Edit window. If any call is received during the hours not set here, ‘Custom Destination’ are
checked, and if they do not apply, the call is redirected to ‘Default Destination’ (Closed dates) - Custom Destinations: Redirects all calls received during set hours to PBXware destination
provided here - Closed dates: Sets the specific date/s when all calls are redirected to the ‘Default Destination’. If
the ‘Destination’ field in the Closed dates is set, calls will not go to the ‘Default Destination’ but to
this number.
NOTE:If you manually open/close system using 401/402 access codes, the time rules that you
have defined in Operation times will not be valid for that day. After midnight they will be applied
again to the system.
Ringing Type
Ringing type
Select the ringing type played back to calling party before they enter the IVR.
(E.g. Rather than just falling into the IVR, play the ring sound to user or music files located under
the MOH class).
(Select box)
Music on Hold
Select the MOH/Music on Hold class, played to users after they make a selection in IVR.
(E.g. MOH class usually contains one or more sound files. To see these files go to ‘System: MOH’).
(Select box)
Custom ring tone
Ring with custom ringtone phone which is set as a destination in IVR.
(E.g. If caller in IVR presses ‘3’ and on that destination there is a Linksys phone, it will ring with this
ring tone, ie. ).
([0-9][a-z])
Local Dialing
Dial local/network destinations
IVR option can dial local network or proper/mobile phone numbers. By setting this option to ‘Yes’,
the IVR will be allowed to dial local network extensions only.
(E.g. If IVR has this options set to ‘Yes’, only local network extensions will be accessible from this
IVR. No proper/mobile numbers would be dialed).
(Option buttons)
FAX dialing
Set this option to Yes if you need to send Fax to email of any local extension which is dialed.
(E.g. If John dials into an IVR which has this option turned on, he will have the ability to dial local
extensions number to which system will generate a FAX tone. He will then send a fax which will be
sent to email of the extension that he dialed).
(Option buttons)
Enable range limit
Tells the system which extensions on the local network IVR will be able to dial.
(E.g. Yes, No, Not Set)
(Option buttons)
Start at
Starting number in the available range of extensions.
(E.g. 1000)
([0-9])
End at
End of available range
(E.g. 2000)
Exclude list
Any extension added in this field cannot be called from that IVR even if it is within the set range
Permissions
Permissions are used to allow an organization to restrict who is able to enter an IVR. In particular
there are organizations where access to the IVR is only allowed to callers with a valid account
number, but it can be used for other similar purposes
Account Access Only
Allow only certain VoiceStream extensions to access the IVR.
(E.g. If this option is set to ‘Yes’, only extension numbers set under the ‘Account list’ will be allowed
to access this IVR).
(Option buttons)
Account List
Only local extension numbers provided here, separated with a single space, will be allowed to
enter this IVR.
(E.g. John dials this IVR, but his extension number is not in the ‘Account list’. John is transferred to
‘Sales extension’).
([0-9])
Sales Extension
NOTE: A drop-down option is now available for this selection.
If the caller’s extension is not provided in the ‘Account list’ their call will not enter the IVR but will
be redirected to the extension number provided here.
(E.g. John dials this IVR, but his extension number is not in the ‘Account list’. John is transferred to
extension number provided here).
([0-9])
Multi-digit IVR codes
The only difference between standard and multi-digit IVRs is that the latter accepts two or more
digits as a response (numbers between 10-100 for example), therefore providing a wider range of
options.
This screen lists all system Multi-digit IVRs with the following details:
Access Code
Multi-digit IVR access code.
(E.g. 22)
(Display)
Description
Access code description.
(E.g. desc goes here)
(Display)
Extension
Extension where call will be transferred to.
(E.g. 1004)
(Display)
Edits the IVR configuration
(E.g. Click to edit IVR configuration).
(Button)
Deletes an IVR from the system
(E.g. Click to delete an IVR from the system).
(Button)
Search
Search
Search phrase
(E.g. Provide a search phrase here and hit enter to filter the records).
([a-z][0-9])
Access Code
Should search filter be applied to access codes
(E.g. Check the box to search access codes).
(Check box)
Add/Edit Access Code
Access code
Option dialed from the Multi-digit IVRs that will transfer user to PBXware ‘Extension’ number.
(E.g. John enters the Multi-digit IVR and dials this ‘Access Code’ (e.g. 99). When John dials 99, he will
be transferred to PBXware ‘Extension’ number).
([0-9])
Description
A short Description of this access code and its destination. This information is viewed only by the
Administrator.
(E.g. Once the administrators goes to the ‘VoiceStream: Multi-digit IVR codes’, a list of access codes, their
descriptions and destination extensions will be displayed).
([0-9])
Extension
VoiceStream extension to which a call will be transferred to once the ‘Access code’ is dialed from the
Multi-digit IVR.
(E.g. John enters the multi-digit IVR and dials 99, which is set to lead to VoiceStream extension 1000.
When John dials 99, he will be transferred to VoiceStream ‘Extension’ provided here).
([0-9])
IVR Tree
IVR Tree is a special form of IVRs where the creation of a particular IVR is more graphically
oriented than it is with regular IVRs.
IVR Tree has been rejuvenated with a new user interface and similar options as before. It is still as
user-friendly as ever!
Add/Edit IVR
When you click on the ‘Create’ button, you will be asked to enter an IVR name and number after
which the IVR will be available for editing.
After you’ve created or selected the existing IVR, you can edit it
If you click on the ‘Edit’ button, you will get the ‘Edit Properties’ dialog where you can edit this IVRs
properties.
Name
IVR’s name
(e.g. IVR333)
([0-9][a-z])
Extension
IVR extension number
(e.g. 333)
([0-9])
Number of rings
Number of rings before the caller enters the IVR
(e.g. 4)
([0-9])
Response Timeout
Time period in seconds during which an IVR option must be dialed by the user. Useful when Local
dialing is turned on.
(e.g. 4)
([0-9])
Digit Timeout
Timeout in seconds during which a new digit must be dialed. Useful when Local dialing is turned
on.
(e.g. 1)
([0-9])
Selection Timeout
Timeout in seconds during which the selection must be made.
(e.g. 3)
([0-9])
Direct access
If turned on, this option disables direct access to this IVR which means that the IVR in question
can be accessed only through another IVR.
(Check box)
Local dialling
Enables the user to dial local extensions while inside the IVR.
(Check box)
The ‘Delete’ will delete the selected IVR.
The ‘Save’ button must be pressed every time a change has been made.
Action & Selection
As you can see in the example picture, a main part of the IVR Tree is Action and Selection. Action or
Selection can be added by clicking on the plus icon, and can also be deleted by clicking on the delete
button right next to it
Actions are items that are going to be executed when the user enters IVR. They will get executed in
the order in which they are placed on the list.
Dial Local Extension
This option lets you dial the local extension which is set in the Extension field, when the action is
executed.
(e.g. 303)
([0-9])
Dial Remote Extension
This option lets you dial the remote extension which is set in the Destination field.
(e.g. 404)
([0-9])
Dial Voicemail
Enables you to leave a voicemail for the given extension
(e.g. 505)
([0-9])
Check Voicemail
This option enables you to check the voicemail of the extension which you provide with your
keypad.
Go to context
Go to given context and extension
(e.g. Context: time, Extension; 222)
Start Recording
Start recording further conversation
(e.g. If Silent recording is turned on, the user will not hear the announcement that his call is
recorded)
Set Queue Priority
If the user is about to enter a queue he is going to enter it with a given priority.
(e.g. 5)
(Select box)
Set Language
Set the language that is going to be used in IVR
(e.g. Use the two letter notation like ‘us’)
([a-z])
Play Sound
Play a sound file which the user can select and also set a language for it if the sound file was
supplied in several languages. Also you can set here to accept DTMF tones or keypad buttons during
play so you can dial local extensions if that option is enabled in IVR properties.
Change CallerID
Change users CallerID
(e.g. John Doe)
([0-9][a-z])
Wait
Wait the given number of second before IVR continues to execute actions.
(e.g. 5)
([0-9])
Busy signal
Play the ‘Busy’ sound to user.
Hangup
Hang up the current call.
Selections can be configured to be executed by pressing the DTMF keys on your phone. Ranging
from 0 to * these need to be set as follows:
Destination type:
:Go to IVR Tree :Local destination
:Remote destination :Voicemail
Destination:
Select the VoiceStream destination applicable to the type you selected first.
If the selection is:
Invalid Selection:
Select the sound file.
If the selection is:
Timeout Selection:
Choose the Destination type and the Destination for this selection.
IVR Tree Graph
When you click on the IVR Tree Graph menu, you will get a graphical representation of your IVR Tree
The VoiceStream Queue system allows you to receive more calls in your PBXware than your staff members are able to answer at the same time.
They will enable you to deal with your calls more efficiently and your customers will be held in a
queue, listening music on hold and receiving information messages about approximate wait time
and/or their position in queue.
Queues consist of:
Incoming calls being placed in the queue
Members that answer the queue (extensions)
A strategy for how to handle the queue and divide calls between members
Music played while waiting in the queue
Announcements for members and callers
In Multi Tenant VoiceStream, only available Queue members are SIP Members, extensions added to the
queue.
Queues section can be found only on slave tenants.
NOTE: Mobile applications and queue calls (5.3 update)
If there is a mobile application registered on an extension in the queue, when a call is received
from the queue mobile applications will not be woken up via the push service.