Configure Routing Using an Auto Attendant (IVR)

Click here to see this page in full context

Often referred to as an interactive voice response (IVR) service, the storm auto attendant service provides a means of playing 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

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

Click the Add+ button:

Name the profile, provide a description, and 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.

Click the Menu Options tab and then click the Keypad button:

On the keypad selection dialog, select the first option to present to callers. Name the option and then click the button to configure a route. See Configure Main Routing on an Access Point for help on the routing parameters as these are a subset of those:

Add further options as necessary. You can define up to 12 menu options, using the keys 0-9, # and *.
Click Save.

Assigning the Auto Attendant Service to an Access Number

From the second tab, select Configure Access Points.

On the Configure Access Points screen, click the access point on which to assign the auto-attendant service.
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:

Click Save.