02/23/18 19:56 PM  

Setting up the Multi-level IVR

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SummaryHow do I setup the Multi-level IVR?
Details

When a call to your company's main number comes in through the Auto-Receptionist, it plays the company greeting that you have set up in your IVR Settings. It may be either the default greeting or a custom greeting. A custom company greeting, such as the example below, works when the appropriate IVR Menus are set up. For the IVR Menus to work, you must switch the Auto-Receptionist to Multi-level IVR, from Single level, which is the default setting.

The instructions below is a walk-through of how to set this up, following a sample company greeting.

NOTE: The Multi-level IVR feature is available to RingCentral Office Standard, Premium and Ultimate  customers in the US, Canada, and UK. Up to 250 IVR Menu can be added.

Sample Custom Greeting

Thank you for calling <Company Name>. For the <Sales Department> press 1, to leave a message press 2, for the dial-by-name directory press 3, to schedule an appointment press 4. If you know the extension number of your party, you may dial it at any time.

To set up this structure, follow the steps below.

1. Add an IVR Menu
2. Setting up the IVR Prompts
3. Setting up the Key Presses
4. Adding Key Presses
5. Activating the IVR Menu
6. Changing the Company Fax/SMS Recipient


Add an IVR Menu

Step 1:

Step 2:

In the Admin Portal, go to Phone System, then click Auto-Receptionist.

Click IVR Menus, then click New IVR Menu.
 
In the Admin Portal, go to Phone System, then click Auto-Receptionist. Click IVR Menus, then click New IVR Menu.

Step 3:

Enter the Extension Number and Extension Name. Click Save.

In this example, we will name it "IVR 2".

You will be redirected to the IVR Menus page.

Enter the Extension Number and Name. Click Save.

Setting up the IVR Prompts

Step 1:

To set up your IVR Prompts, click IVR 2 from the IVR Menus list.
 
To set up your IVR Prompts, click IVR 2 from the IVR Menus list.

Step 2:

Click Prompt.

Click Prompt.

This section is where your Custom Company Greeting goes. Your two Prompt Mode options are:

Audio
Text-to-Speech
 

Audio 

If you choose this option, you need to add a prompt to the Prompts Library.

The prompt may either be a pre-recorded custom company greeting in .mp4 or .wav format that you need to Import to the system or a real-time recording via phone or your computer audio under Record Prompts.
 
The Prompts Library lets you import a company greeting in .mp4 or .wav format or save a real-time recording via phone or your computer audio under Record Prompts.

Once the Prompt is imported or recorded, go back to Phone System > Auto-Receptionist > IVR Menus, then choose this prompt. Click Select below Select Prompt.

Click Select below Select Prompt.

Select the radio button for the IVR prompt you want to use in the Select Prompt window. Click Select at the bottom of this window.

Select the radio button for the IVR prompt you want to use in the Select Prompt window. Click Select at the bottom of this window.

[Go to Step 3]
 

Text-to-Speech

If you choose this option, you need to type in your custom company greeting, which is what the customers will hear when they call your company number via text-to-speech.

NOTE: Text for this prompt must contain only letters, digits, spaces, commas, and dots.

Enter the text for your custom company greeting.

Step 3:

Once done selecting the Prompt Mode you want to use, click Save at the bottom of the screen.
 
Click Save.

Setting up the Key Presses

In this stage of the IVR Menu configuration, we're going to add the rules that would direct where the calls should go to. For example, press 1 for sales.

Key Presses

Step 1:

Click Key Presses.

Step 2:

Click Add Key.

Click Add Key.

The Key Press Assignment window will open.

Step 3:

For Key Press 1, it needs to go to the sales department. Under Action, select Connect to. In the search box, search for "sales". 
 
Under Action, select Connect to. In the search box, search for "sales".

Step 4:

Select the "Sales" call queue, then click Save at the bottom of the window.
 
Select the Sales call queue, then click Save at the bottom of the window.

Key Press 1 is now added to the list.
 
Key Press 1 is now added to the list.

Adding Key Presses

Now we need to add key press 2, 3, and 4 for "leave a message", "dial-by-name directory", and "schedule appointment" respectively. To do this, click Add Key.

Click Add Key.

Key Press 2

Under Action, select "Transfer to voicemail of", then select the desired extension where you want the call to go to. For this example we will select "After Sales Inquiry". Click Save at the bottom of the window.
 
Under Action, select "Transfer to voicemail of", then select the desired extension - "After Sales Inquiry". Click Save at the bottom of the window.

Key Press 3

Under Action, select "Connect to Dial-by-name directory". Click Save.
 
Under Action, select "Connect to Dial-by-name directory". Click Save.

Key Press 4

Under Action, select "Connect to", then select the desired extension where you want the call to go to. For this example, we will select "Appointments Specialist". Search for "appointments", then select the "Appointments Specialist" extension.

Click Save at the bottom of the window.
 
Under Action, select "Connect to", then select the desired extension - "Appointments Specialist". Click Save.

After following these steps, all four key presses will be listed on the Key Presses page.
 
Key Presses list

IMPORTANT: In the example above, the "After Sales Inquiry" and "Appointments Specialist" extensions should have been previously set up.

Check Adding User Extensions to your RingCentral Account to learn how you can add additional extensions to your account.

Activating the IVR Menu

For the above IVR Menu to work it needs to be activated.

Step 1:

Click Back.
 
Click Back.

Step 2:

Click General Settings, then select Multi-level from the drop-down list.
 
Click General Settings, then select Multi-level from the drop-down list.

Step 3:

A warning page will pop-up. Click Continue.
 
A warning page will pop-up. Click Continue.

Step 4:

Select the top level IVR menu you wish to use. For this example, we will select IVR 2. Click Save.
 
Select IVR Menu 2. Click Save.

Step 5:

Verify that the IVR Menu is activated. On General Settings, click IVR Settings. It should now appear as Company Hours Top Menu, with IVR 2 selected.
 
Verify that the IVR Menu is activated. On General Settings, click IVR Settings. It shouuld now appear as Company Hours Top Menu, with IVR 2 selected.

Changing the Company Fax/SMS Recipient

The IVR menus and call handling rules control the routing of voice calls. It does not control the routing of fax and text, thus SMS or fax sent to a number will not be routed the way voice calls do. SMS and fax sent to numbers that route to an IVR will go to the Company Fax/SMS Recipient defined in the IVR setting.

NOTE: Administrators can access Company Fax/SMS Recipient by going to Admin Portal > Phone System > Auto-Receptionist > General Settings > IVR Settings.

To view or change the company fax/SMS recipient, perform the following steps:

Step 1:

Expand the IVR Settings menu.
If already expanded, scroll down to Company Fax/SMS Recipient.
 
Click Select Extension.
 
Expand the IVR Settings menu. If already expanded, scroll down to Company Fax/SMS Recipient. Click Select Extension.

Step 2:

Select an extension, then click Done.
 
Select an extension, then click Done.

Step 3:

Verify that the correct extension is selected. Click Save.
 
Verify that the correct extension is selected. Click Save.



See Also

Multi-level IVR Overview
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