IVR Menu

Configures an IVR Menu.

Fields and Functionality

• Missed Call Alert: Sends a missed call alert email if a call attempt ends without being answered. This function is only relevant if one or more of the IVR options invokes Call Delivery

• Time of Day Settings: Controls the call flow based on the Time of Day settings. Calls made to the service during a period defined in the TOD settings will drop into voicemail

• IVR Menu: Click on this to reveal the following settings:

  1. IVR Menu Audio: The audio which prompts the caller to press a key.

  2. Default Key Settings: Enables/Disables the Default Key configuration. Slide the control to reveal the following settings:

     • Menu Repeat: The number of times the IVR Menu Audio is repeated before the Default Key branch is taken.

     • Key Timeout: The number of seconds the system waits for a key press after the IVR Menu Audio has finished playing. Note that the caller can also choose their option during audio playback - doing so will cause the audio playback to be cancelled.

     • Default Key: The key option taken automatically if the caller doesn't select an option after the IVR Menu Audio is repeated the number of times specified in the Menu Repeat setting.

  3. ScriptLogging: Configures the Script Logging functionality which captures key presses for the IVR Menu. A Script Logging report is available through the Pulse reporting package on request.

If the Default Key settings are not invoked, the system defaults are Menu Repeat=2, Key Timeout=5, Default Key=None.

Configuring an IVR Menu key

An IVR Menu consists of up to twelve configurable keys: 0 to 9, * and #. Only when a key is selected will the available options be visible, as shown below:

The possible key configurations are as follow:

• Call Delivery: Assigns a call delivery service to the selected key

• IVR Menu: Assigns an IVR menu service to the selected key

• Voicemail: Assigns a Voicemail service to the selected key

• Audio: Assigns an Audio service to the selected key

• Repeat IVR Menu: The selected key allows the caller to repeat the current menu or sub menu

For details of how long Voicemail files are stored for, please refer to the Data Retention Policy.

Once you have selected the key configuration, you will be able to set the parameters according to the plan type you are using (such as Call Delivery as shown below). You can also label the key with a description in order to clearly identify what the menu option relates to: