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IVR (Interactive Voice Response) Operation Manual

1. Outgoing Number Include alert info e Disable Enable Update Reset 3 In the Sample IVR Mon Tue Wed IVR and Thu Fri Sat Sun IVR are separately set 1 Setting 0 are set as follows Routing Disable Routing Operation Other IVR Call gt for Other IVR Unique ID Voicemail Unique ID select Mon Tue Wed 2 Save the changes 3 Set Setting 1 according to Setting 0 settings but in this select Thu Fri Sat Sun Routing Enable Routing Disable Routing C BranchNo Operation Select Audio File Unique TransferNo Comment Other IVR Call No Audio IVR 0000 Select Mon Tue Wed 14 IVR Uninterrupted Connections IVR Calls 2 In Mon Tue Wed Unique ID IVR of each day of the week can receive calls Setting Monday s IVR Calls 1 Setting 0 are set as follows Routing Disable Routing Operation Other IVR Call gt for Other IVR Unique ID Voicemail Unique ID select Mon Tue Wed Operation Other IVR Call gt for Other IVR Unique ID Voicemail Unique ID select Mon 2 Save changes 3 In Settings 1 and Settings 2 select Tue IVR and Wed IVR gt to save changes click Update 3 In Mon IVR each time segment Unique ID needs to be set 1 Setting 0 are set as follows Routing Disable Routing Operation Other IVR Call gt Check the operator receiving calls at this time 00 00 06 00 2 Save the changes 3
2. Center Inbound Location Free In house operator connects the call wherever you are Desired Action 24 hour Operation Several operators working in different rotating shifts Inbound terminal Unique ID may need to be changed due to different time segment Required Action Purchase Unique ID required gt Purchase Phone Number gt Create an audio file Call Center operates 24 hours 365 days Q Tokyo Osaka Nagoya Hakata etc 4 operators work in 24 hours 6 hours per shift A Tokyo B Osaka C Nagoya D Hakata offices have the same trunk line number 03 XXXX XXXX Installation Procedure 1 Purchase Unique ID and phone number Purchased Unique ID must be compatible with PC Softphone iPhone and Android etc When the location of the operator is not set local lines are recommended Check Disable Routing Select Other IVR Call found in Operation options oN Required Unique ID Phone Number e Telephone Number 1 Telephone Number e 10 IVR Only IVR branches increase IVR has 5 different settings you can separate Mon Tue Wed Thu Fri Sat Sun into 2 settings 13 In house Call Center Settings Select the trunk main line phone number in IVR Base Settings Sample IVR Settings 1 Select the trunk main line phone number VR Base Setting f IVR Routing Setting IVR Voice File IVR Schedule IVR Holiday Unique 0000 Ae 286 Name Group Extn 286
3. Set the same time segment in Settings 1 Settings 3 06 00 12 00 12 00 18 00 18 00 24 00 BranchNo Operation gt Select Audio File Unique TransferNo Comment gt Call Extension No Audio Unique Extn Name Call Unique Extn Name 0000 200 IE 0000 201 1 f 0000 22 kE M 0000 203 iB 0000 204 IE 0000 205 IE 0000 206 H 0000 210 2 0000 211 IE 0000 212 IE 0000 213 IFA 0000 214 IFA 15 Configuration Sample In house Call Center Schedule Management 5 different settings schedule are available In Mon IVR set time segment for Settings 0 Settings 5 Select Settings 0 Select Start Time Select End Time Select Day of the Week Save changes by clicking Update TAS gt IVR Schedule IVR Base Setting IVR Routing Setting IVR Voice File IVR Schedule IVR Holiday Unique 0000 Extn 891 UVR Mon 0 3 6 u 12 E 18 a 4 0 3 b u 12 y 18 a 34 3 h y 1 1 18 y 14 IO E A o EE 0 3 6 y 1 15 18 1 14 IE ce A 1 fy u 1 1 153 4 4 IO NN AA 1 h 9 12 1 1H 4 4 0 3 6 u 18 1 14 Enabled Number Setting gt StartTime EndTime Days per week gt M L1 gt Setting 1 00 00 oo UE 43 UE 09 E 3 3 ED a M 2 Setting 2 06 00 2 0 Mong Tue Wed Thu f Fri Y Sat Sun E Ms M 3 gt Setting 3 12 00 3 fo JIC Tue UE Thu Fri A Sat E
4. Set the trunk main line number for incoming calls Settings Purchase Terminate Call History Circle Infomation Select Language Y gt IVR Base Setting IVR Base Setting IVR Routing Setting IVR Voice File IVR Schedule IVR Holiday Unique Name SRIVR Group Extn t Outgoing Number Include alert info Disable Enable Routing Operation Settings Routing Routing Example For Sales Department press 3 Routing configurations vary in each company Calls distributed to different extensions Setting up 1 Select IVR Routing Settings from Settings options Routing Enable Routing Disable Routing 2 Branch Number A number on the dial pad Set Routing Branch Configurations found at the bottom of the page 1 In Branch No 1 go to Operation column and select Call Extension Last column should display Open Illustration 1 gt Business 2 gt Support 3 gt Private Subscriber BranchNo Operation gt Select Audio File Unique TransferNo Comment gt Call Extension No Audio Business Open Call Extension No Audio Support Open Call Extension No Audio Private Subscriber Open Unused No Audio 2 Select the audio file you previously created Audio File gt Automated Attendant voice prompt gt If routing is enabled you need to set configurations in Settings No Audio gt Call is immediately connected to the operator Outside Business Hours External and Extension Call
5. by a comma 25
6. house Automated Attendant Main Phone Number Private Subscriber MON IVR In house Call Center TUE IVR IA S MON TUE Bez 4 WED IVR WED IVR 12 18 Tokyo Osaka IVR U 18 24 Nagoya Hakata etc THU FRI SAT SUN FRI IVR 4 operators work in 24 hours 6 hours per shift A Tokyo B Osaka C Nagoya D SAT IVR Hakata offices have the same trunk line number 03 XXXX XXXX 7 IVR SUN IVR A Configuration Sample In house Automated Attendant 1 In house Automated Attendant Desired Action Routing Example For Sales Department press 3 Routing configurations varies in each company Outside business hours announcements Outside business hours call transfers Purchase Unique ID required gt Purchase Phone Number gt Settings Configuration Specific Settings Settings Call is transferred to a specific department after dialing the company s trunk main line Call is transferred to a specified external number Call is connected to a specified extension number Broadcasts announcements outside business hours Leave record a message voicemail Schedule different announcements broadcasting Schedule holidays company s foundation day national holidays vacations etc Required Unique ID Extension Terminal line softphone Unique ID to make a call 1 Phone Number 1 IVR IVR Concept Diagram Main Phone Number Private Subscriber General Settings 1 Sample IVR Settings
7. it is recommended to verify audio playback after configurations are done You can only use less than 5M bytes format WAVE Mono 8000Hz file size Wav extension Uncompressed PCM recommended Data Limit 16bits Configuration Sample 1 In house Automated Attendant 2 In house Call Center 1 In house Automated Attendant Desired Action Routing Example For Sales Department press 3 Routing configurations varies in each company Outside business hours announcements Outside business hours call transfers Call transferred to a specific department after dialing the company s trunk main line Call transferred to a specific external number Call connected to a specific extension number Broadcast announcements outside business hours Leave record a message voicemail Schedule different announcements broadcasting Schedule holidays company s foundation day national holidays vacations etc Required Action Purchase Unique ID required gt Purchase Phone Number gt Create an audio file 2 In house Call Center Desired Action Inbound Location Free In house operator connects the call wherever you are 24 hour Operation Several operators working in different rotating shifts Inbound terminal Unique ID may need to be changed due to different time segment IVR Continuous Connection Other IVR Call Required Action Purchase Unique ID required gt Purchase Phone Number gt Create an audio file In
8. Desired Action Process Overflow is applied 1 Response Time Limit Select Enable Response Time Limit Response Time You can set value from 5 30 seconds Routing Process In Enable Routing select either Call Extension or Transfer in Operation column During the time of the call gt if the operator doesn t answer the call is disconnected Desired Action Process Overflow Desired Action Process Overflow 1 Play busy tone Select Play busy tone Once busy tone pu pu pu is played call is disconnected 2 Audio Playback Select Audio Playback A recording announcements voice prompts and directions etc is played when a call is received Upload an audio file Create a recording Setting Audio Files see p 23 3 Voicemail Select Voicemail At the end of the recording caller can record a message Create a recording Setting Audio Files see p 23 l Upload an Audio File Setting Audio Files see p 23 4 Transfer Select Transfer Incoming calls are forwarded to either an external number or extension number Create a recording Setting Audio Files see p 23 l Upload an Audio File Setting Audio Files see p 23 5 Repeated calls Select Repeated Calls Set a specific action or command for repeated calls Routing Select either Call Extension or Transfer in Operation column Enable Response Time Limit is applied if the call is unattended unanswered Desired Action Proces
9. Holiday No Comment Upload Download 0 Voice Recording You can record from the Voice recording DownLoad FA choose rie f file selected DownLoad 2 FAME Choose File no file selected DownLoad 3 EL AK Choose File no file selected DownLoad Setting the Audio File In Operation Settings the audio file should follow the recommended file format You may upload download or create your own audio file through your phone device 1 Click Choose File 2 Recording audio file format WAVE Wav extension There are instances where the file does not play so it is recommended to verify audio playback after configurations are done You can only use less than 5M bytes format WAVE Mono 8000Hz file size Wav extension Uncompressed PCM recommended Data limit 16 bits 23 Index Audio File Management IVR Voice File Schedule Customize your schedule by setting time and day of the week in your IVR IVR Schedule IVR Base Setting IVR Routing Setting IVR Voice File IVR Schedule IVR Holiday Unique 0000 Extn IVR Mon Um 2 3 mm E Thu B D 5 Fri Sal 18 SA AAA E ANNAN 153 2 4 5 290997 Number Setting gt EndTime Days per week gt Setting 0 FA F 5 s Ge pos M 2 zetting gt 19 30 24 s oo JIT BE 3 NEJ oF Setting 4 E pes Setting 5 M 3 ECC ATTEN 00 00 24 00 on m p
10. IVR Interactive Voice Response Operation Manual ES Copyright 2012 Agile Networks Inc All Rights Reserved Table of Contents Settings Setting User Information An Agile Cloud PBX Option feature This manual explains IVR Interactive Voice Response Operation Sample settings detail an In house Automated Attendant and an In house Call Center Page 1 Introduction 3 IVR 4 IVR Features 4 2 Configuration Sample 5 Creating Audio File Voice Recording Audio File Management 6 Settings Sample 1 In house Automated Attendant 2 In house Call Center f Settings Sample 1 In house Automated Attendant 8 Routing 9 Outside Business Hours External Call Transfer Extension Call Transfer 10 Schedule Management 11 Specified Holidays Management 12 Settings Sample 2 In house Call Center 13 In house Call Center 14 IVR Uninterrupted Connection 15 Schedule Management 16 3 Index 17 General Settings 18 Operation Settings 19 20 Audio File Management 21 22 Schedule Management 24 Specified Holidays 25 1 INTRODUCTION Introduction IVR Interactive Voice Response IVR can be used with just 1 Unique ID Extension Line and Unique ID Channel IVR Features 3 Routing Example For Sales Department press 3 Routing configurations varies in each company Played even after business hours Play preferred recording audio file Recordings in Agile devices can also be used Call transferring to specified external number
11. T Settings are not yet configured Select Unused 2 IVR Call Other After the recording is played call is Select IVR Call Other Select the forwarded to another destination Audio File to be played Select other Unique ID IVR call destination 3 Call Extension After the recording is played call is Select IVR Call Other Check forwarded to the checked extension Unique ID of the extension from number Open 4 Transfer After the recording is played call is Select Transfer Select the Audio transferred to an external number or File to be played Enter the an extension number See p 20 destination number 5 Voice Mail After the recording is played caller Select Voicemail Select IVR Call may record a message Other Select the Audio File to be played 6 Input Extension After the recording is played caller Select Input Extension Select will press the extension number of the Audio File to be played the party she wishes to reach Audio Playback Only After the recording is played call is Select Audio Playback Select PP comes hela Felt dead o Voice Recording Play the voice recording created See p 23 22 Index Audio File Management IVR Voice File gt IVR Routing Setting EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE AAA AAA VR Base Setting IVR Routing Setting f IVR Voice File E IVR Schedule IVR
12. Transfer Operation Settings Outside Business Hours External Call Transfer Phone calls beyond business hours are classified under Outside Business Hours External Call Transfer settings Installation Instruction Setting up Operation Settings 1 Select Enable Routing 2 Select desired Response Time 3 In Desired Action Process Overflow select Transfer 4 In an audio file for announcements and directions is required select Audio Playback in Desired Action Process Overflow 5 Enter destination number for call transfers in Transfer No Process Overflow field Response time limit Enable Response Time Limit Disable Response Time Limit Response time 30 Second Process Overflow Play busy tone Audio Playback Answering Machine s Transfer Repeat Calls Select Audio File Process Overflow Unique Answer Record Process Overflow Outside Business Hours Extension Call Transfer Phone calls beyond business hours are classified under Outside Business Hours Extension Call Transfer settings Installation Instruction 1 Follow steps 1 4 in setting up Outside Business Hours External Call Transfer 2 Select Call Extension in Operation column Last column should display Close Calls will be transferred to Checked extension number s BranchNo Operation gt Select Audio File Unique TransferNo Comment gt 1 Call Extension No Audio Unique Extn Name Call Unique Ext
13. Y SD 9 M L4 Setting 4 18 j 00 24 2 oo LE Tne 10 Thu f Fri 9 E amp LJ CES Setting 0 FAF 00 00 00 00 J 3 Setting 0 FAR 00 00 24 00 Mon Tue Wed Thu Y Fri Y Sat mE Update Reset Apply the same settings in Tue IVR Sun IVR 16 2 INDEX 17 Index General Settings IVR Base Settings Settings Purchase Terminate Call History Circle Infomation 9 Select Language Y gt IVR Base Setting 1 Unique 0000 SUVR 2 Name Unique ID IVR A GE s LE i M s MM RAM MU s MM BM Ad m d A NS LG B ML MM s MITTENS Include alert info e Disable Update Reset 1 Unique ID Device ID Select Unique ID 2 Unique ID Name Enter Unique ID name A Extension Set the Extension Number 5 Incoming Number Set the incoming phone number main line number 6 Outgoing Number Set the outgoing phone number for external call transfer 18 Index Operation Settings IVR Routing Settings Advanced Settings gt IVR Routing Setting IVR Base Setting IVR Routing Setting IVR Voice File IVR Schedule IVR Holiday Unique 0000 Extn UVR gt 9 SettingO 9 Setting1 9 Setting2 9 Setting3 9 Setting4 9 Settings Comment EST Select Audio File No Audio Page 23 Routing Enable Routing Page 20 Disable Routing Limit incoming Enable Limit Incom
14. ing Call Page 20 Disable Limit Incoming Call No of Incoming Limit 02 Channel Page 20 Response time limit Enable Response Time Limit Page 20 Disable Response Time Limit Response time 10 Second Page20 Process Overflow Play busy tone Page20 Audio Playback Answering Machine C Transfer Repeat Calls Select Audio File Process 1 44 X Audio Playback Answering Machine Transfer When Selected Page 20 Overflow Unique X Answering Machine When Selected Answer Record Process Page 20 Overflow TransferNo Process X Transfer When Selected Page 20 Overflow BranchNo Operation Select Audio File Unique TransferNo Comment EY Call Extension No Audio 0 e 08040061022 Business Open Call Extension No Audio Voip Phone 0000185495 Extn 223 Cash Management Open Page 21 22 OBOXXXXXXXX Support 0 D Transfer No Audio e Call Extension No Audio Open Unused No Audio od ien d Ale Asselin Update Reset 19 Index Operation Settings IVR Routing Settings Advanced Settings If you set the Incoming Limit to Enable Incoming Call Limit when the limit is reached Desired Action Process Overflow is applied In Operation you can either select Call Extension or Transfer for Routing If you set Response Time Limit to Enable Response Time Limit when the limit is reached
15. n Name 0000 200 IE 0000 201 IE M 0000 202 IB M 0000 203 5E 0000 204 IE 0000 205 IE 0000 206 H 0000 210 as 0000 211 IE 0000 212 IE 0000 213 IF 0000 214 IF This concludes setting up Outside Business Hours External Call Transfer and Outside Business Hours Extension Call Transfer 10 Schedule Management Schedule Management Customize schedule by setting specific time or day depending on your preference Set an announcement audio file for specific holidays and business hours Up to 5 different settings Schedule are available Outside weekdays business hours Agile s outside business hours are from 00 00 10 00 and 19 00 24 00 Check Enable to activate IVR 2 Holidays Set time 00 00 to 24 00 select day of the week Mon Tue Wed Thu Fri Sat Sun or select specified holiday settings found in another page 3 If you select outside business hours External and Extension Transfer will also be enabled gt IVR Schedule IVR Base Setting IVR Routing Setting IVR Voice File IVR Schedule IVR Holiday Unique IVR a Ga B m E Ed El Enabled Number Setting gt StartTime EndTime Days per week gt Setting 1 00 s 00 so s oo s LE 8 Ue UN E 9 Setting 2 00 Im Tue iu on Setting 3 j 00 Sat m Y SD of s Setingo zAM 00 s 00 s 00 00 y seringo 7xr
16. one recordings if an audio file recording is unavailable 1 In Operation Settings set table configurations located at the bottom of the page Select Voice Recordings in Operation column BranchNo Operation gt Select Audio File Unique TransferNo Comment gt v Voice Recording 2 Agile extension phone can record announcements In General Settings set Extension Number Ex 200 3 Goto General Settings gt Click IVR Voice File Audio File recorded on the device will automatically be uploaded in this page and is marked as Voice Recording No 1 To listen to the recording click Download New recording overwrites the previous recorded file gt IVR Voice File VR Base Setting IVR Routing Setting VR Schedule IVR Holiday Unique x You can only use less than 5M bytes format WAVE 16bit Mono 8000Hz file size Wav extension Recommended PCM uncompressed X If you do not have audio file such as recording Phone recording can be set on the Voice recording from the operation setting X It is not likely to be able to play some audio file Please confirm the playback after a phone call setting Comment Upload Voice Recording You can record from the Voice recording ERAU Choose File no file selected DownLoad b Ifan audio file recording is available the following criteria should be met Audio File recording format WAVE Wav extension There are instances where the file does not play
17. oo oo 2 Co 0 Ud Um EE E Update Reset 11 Schedule Management Specified Holidays Specified Holidays This page allows you to specify holidays throughout the year Configured holidays in this page are reflected in Schedule Management gt IVR Holiday Unique IVR Month Day seperated by comma gt Set holiday 2 2013 holiday 3 2013 holiday 4 1 17 29 2013 holiday 5 3 6 7 8 2013 holiday 6 2013 holiday Recording Voicemail Outside Business Hours Desired Action Process Overflow Recording Voicemails Outside Business Hours Apart from announcements and voice prompts voicemail message can be played During holidays you can play recordings Please call us back during our regular business day 1 Setting up in Operation Settings a Select Enable Routing b Select desired Response Time c In Desired Action Process Overflow select Voicemail Answering Machine d In Unique Answer Record Process Overflow select the Unique ID of the device where this setting will be applied 2 In IVR Schedule select the Setting Number set time and day of the week Process Overflow Play busy tone Audio Playback s Answering Machine Transfer Repeat Calls Select Audio File Process Overflow Unique Answer Record Process Overflow Voip Phone 0000 Extn 220 TransferNo Process Overflow 12 Configuration Sample In house Call Center 2 In house Call
18. s Overflow is applied 2 Inbound Channel Set No of Incoming Call Limit Set Disable Incoming Call Limit 3 Number of Inbound Channel Set the maximum CID Channel 1 20 Index Operation Settings Routing BranchNo Operation gt Select Audio File Unique TransferNo Comment gt 1 Branch Number Call can be routed to 9 branches 2 Operation Select a command or operation for the call 3 Audio file Select an Audio File to be played during the call 4 Other IVR Selected Unique ID will be forwarded to voicemail This command Unique ID Voice only applies if Voicemail is selected Mail recording 5 Forwarding Enter a phone number for call forwarding This command only number applies if Transfer is selected Enter comments within 20 characters 21 Index Operation Settings Routing BranchNo Operation gt Select Audio File Unique TransferNo Comment gt 1 Unused No Audic Business 2 A Other IVR Call No Audio Cash Management j EI Call Extension No Audio Support pen 4 4 Transfer No Audio 080XXXXXXXX Others 5 5 Answering Machine LA Voip Phone 0000 Extn 6 6 Input Extension No Audio 7 Play Audio File No Audio 8 8 Voice Recording Unused No 4 Call Unique Extn Name Call Unique Extn Name 0000 200 IE 0000 201 IE 0000 202 IE 0000 203 IE nnnn INA Ir nnnn INE Ir 3 Call Extension Check the Unique ID where the call will be forwarded Gpemion Description E
19. s is possible Calls to specified extension numbers could be directly connected Recording leaving a message is possible after the recording voice prompt is played Announcements and voice prompts schedule can be customized Schedule company s holidays In house Automated Attendant Settings Routing Outside business hours announcements Outside business hours call transfers Support Recording leaving a message after the voice prompt is played Customizing announcements and voice prompts schedule Scheduling company s holidays company s foundation day vacations national holidays Installation Instruction Purchase Unique ID gt Purchase Phone Number gt Create an Audio File Set IVR Configuration In house Call Center Settings Calls are connected wherever you are 24 hour operation 3 to 4 operators in rotating shifts IVR Continuous Call Other IVR Call Schedule calls to Unique ID depending on time of the day days of the week Installation Instruction Recommended Device Required Unique ID gt Purchase Phone Number gt Create and Audio File Set IVR Configuration Index 2 CONFIGURATION SAMPLE Creating Audio File Voice Recording Audio File Management Audio File Creating an Audio File Create different audio files for voicemail automated attendant routing business hours outside business hours announcements Setting the Audio File Creating an Audio File a You can use Agile ph
20. y m s niis E ON 4 Setting 0 FAF gt 00 00 00 00 Schedule Management In Operation Settings you may set schedule from Setting 0 Setting 5 Enable Check the schedule you want to activate 2 Priority You may set priority from 1 gt 2 gt 3 gt 4 gt 5 Setting 5 4 Start Time Set start time between 00 00 23 55 with a 5 minute 5 End Time Set end time between 00 00 24 00 with a 5 minute interval 6 Day Can be switched ON OFF by clicking the icon You may set specific holidays in Specify Holidays Example if January 1st falls on a Monday the day of the week is disregarded when SD is turned on thus following the regular settings 24 Index Specify Holidays Specify Holidays You may set company s holidays company s foundation day and national holidays etc gt IVR Schedule CEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EEE EERE AAA Ee VR Base Setting IVR Routing Setting IVR Voice File IVR Schedule y Unique 0000 Extn IVR Month 1 Day seperated by comma gt 2 Set holiday 1 1 9 19 2013 holiday 2 14 2013 holiday 3 28 29 2013 holiday 4 2013 holiday 5 2013 holiday D Month Set holidays according to month 2 Day 1 1 1 2 1 3 1110 When specifying several holidays in a month characters should be separated

IVR (Interactive Voice Response) Operation Manual

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