15-Mar-2021
Article :006562

This article demonstrates how Administrators can set up a multi-level IVR using the Rainbow Office online account.

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.

Generally, you must switch the Auto-Receptionist from Single-level to Multi-level IVR mode for the IVR Menus to work since the Main Company Number will always follow the rules set in the Auto-Receptionist. However, an IVR Menu will work even if the Auto-Receptionist is set to Single-level if the caller dials the direct number assigned to the IVR Menu (not the Main Company Number). 

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.

How do I set up a Multi-level IVR

Step 1: Add an IVR Menu

Step 2: Set up the IVR Prompts

Step 3: Set up the Key Presses

Step 4: Add Key Presses

Step 5: Activate the IVR Menu

Step 6: Change the Company Fax Recipient 

 

Add an IVR Menu

1. Log in to the Rainbow Office online account

2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Menus tab

3. Click New IVR Menu

4. Enter the Extension Number and Extension Name

5. Click Save. You will be redirected to the IVR Menus page

 

Set up the IVR Prompts

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

2. Click Prompt

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

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.

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

Set 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.

1. Click Key Presses

2. Click Add Key

3. Key Press 1 needs to go to the Sales Department. Under Action, select Connect to. In the search box, search for "sales"

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

 

Add Key Presses

1. Now we need to add key press 2, 3, and 4 for "leave a message", "dial-by-name directory", and "schedule appointment" respectively. 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.

Key Press 3

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.

2. Click Save at the bottom of the window

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

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

Activate the IVR Menu

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

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

2. Click Continue. on the warning page

3. Select the top-level IVR menu to use. For this example, we will select IVR 2

4. Click Save

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

Change the Company Fax Recipient

The IVR menus and call handling rules control the routing of voice calls. It does not control the routing of fax, thus fax sent to a number will not be routed the way voice calls do. Fax sent to numbers that route to an IVR will go to the Company Fax Recipient defined in the IVR setting. Administrators can access Company Fax Recipient by going to Admin Portal > Phone System > Auto-Receptionist > General Settings > IVR Settings.

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

1. Expand the IVR Settings menu. If already expanded, scroll down to Company Fax Recipient

2. Click Select Extension then click Done

3. Verify that the correct extension is selected

4. Click Save

 
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Tags - Rainbow Office, Administration, Admin, Administration, Company, IVR (Interactive Voice Response), Receptionist

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