Setting up an IVR (or auto attendant, digital receptionist) is great idea for small businesses. You can have a single external number for your customers to call but then direct the call to the right department via a simple menu.
First we need some extensions to put the calls through to, then we need to record the menu the caller will hear and finally setup the actual IVR.
Configuring the extensions
Follow the instructions in part 2 to create the extensions that you need. I have created extensions for Sales, Support and Billing
Next we need to install some FreePBX modules that are not installed by default. So click on the “Tools” tab, then on “Module Admin” and finally on “Check for updates online”
We’re going to need the IVR module and maybe the Announcements module so click on “Download and Install” for both of them.
Now scroll to the bottom and click on Process
Confirm that you want to proceed with the installation
Once the install is complete click on Return
Recording the anouncement
Now we are ready to record the IVR anouncement. Plan what you are going to say then click on “System Recordings” in the main menu
Enter the extension number we created in part 2 in the extension number box and click “Go”
From extension 1000 dial *77. You will hear a short beep then say your message (mine said “Hello, press 1 for sales, press 2 for support, press 3 for billing”) and then hangup. You can dial *99 from the extension to listen to your message. If you want to re-record it just dial *77 again.
Now I’m going to give my recording a name – “ivrmenu1” – and click Save
Creating the IVR
It’s finally time to create the IVR! Click on IVR on the main menu and then clikc “Add IVR” on the right hand menu
Give you IVR a name – I’ve called mine “mainivr”
Select the announcement we created earlier
I’ve also disabled “Enable Directory” and “Enable Direct Dial” on mine as I don’t want callers to be able to bypass the menu
Scroll down the page and we can now set what happens when a caller presses a button.
Click on “Increase Options” once so that we have 4 destinations
Now set your 4 destinations –
1 = Extension Sales
2 = Extension Support
3 = Extension Billing
t = Extension Sales
“t” is a special option that means “timeout”, what happens if the caller doesn’t press a button. In that case I’m going to send them to Sales!
And click Save
Now I’m going to direct the DID I created in part 4 to my IVR
So click on Inbound Routes, slect the IPKall inbound route we create then change the Destination to “mainivr” and click “Submit”
Finally click on “Apply Configuration Changes” and give it a go! You should be able to call your IPKall number and hear your IVR.