Configure Routing Using an Auto Attendant (IVR)

storm auto attendant functionality provides a means of creating interactive voice response (IVR) services (auto attendants), which play a recorded menu of options to the caller when they dial an access point number. The system detects which key the caller presses in response, and routes the call to the destination, service, or prompt you define for that keypress.

You must:

• Design the IVR workflow, defining how many options to offer the caller and the keypresses for each option
• Script, record and upload an audio prompt that clearly presents those options to the caller
• Configure an auto attendant service
• Assign the auto attendant service to an access number.

Configuring an Auto Attendant Service

1. From the STUDIO main screen, select Service Configuration > Templates & Profiles > Auto Attendants.

This opens the Auto Attendant Profiles window:

2. Click the Add + button:
   
   
3. In the window that is displayed, name the auto attendant and provide a description, then configure the following settings on the Menu Settings tab:

Setting	Description
Media List	The custom media list containing the audio prompts.
Introduction Prompt	The prompt to play to callers when their call is first answered.
No Response Timeout	The length of time (between 3 and 10 seconds) that the system will wait before playing the 'no response' prompt.
No Response Prompt	The prompt to play to callers who do not press any key within the 'no response timeout' period.
Invalid Response Prompt	The prompt to play to callers who press a key that is not a valid menu choice.
Maximum Attempts	The number of invalid attempts a caller is allowed to make before being routed to the ‘invalid response’ prompt
Select a Service to Route To if No Response	Click the Edit  button to configure a route for callers who have not made a valid response. See Configure Main Routing on an Access Point for help on the routing parameters as these are a subset of those. Click Assign.

4. Click the Menu Options tab:

5. Click the + button:  

6. Use the keypad to select the first option to present to callers, by clicking the number.

7. In the window that appears, select the routing option. (See Configure Main Routing on an Access Point for help on the routing parameters as these are a subset of those.)
8. Click Assign to save the configuration and close the window.

9. Provide a name for the IVR option (this is mandatory).
10. Click the + button to configure the next IVR option. Repeat the process until all IVR options have been configured.
11. Click Save to save the profile.

Assigning the Auto Attendant Service to an Access Number

1. From the second tab, select Configure Access Points.

2. On the Configure Access Points screen, click the access point on which to assign the auto-attendant service.
3. Configure the Access Point Details dialog to point to the auto attendant service (on the primary or disaster recovery route). Set Route Type to 'Custom Service' and then select your auto-attendant profile:

4. Click Save.