Cloud PBX - Understanding IVR menu's and settings

Synopsis

This guide outlines the structure and functionality of IVR menus, including each available setting and how it impacts routing and menu behavior

Prerequisite

You must have a Sherweb Cloud PBX account

Navigate to the IVR extension -  The IVR is typically assigned extension 790. If multiple IVRs are configured, each will have its own unique extension and account name corresponding to its intended purpose.

Click on the blue Wrench next to the IVR extension number and a new Dialog box will appear

Click on “Cloud PBX” and then select “Auto Attendant” from the left-side panel. All configured menus will be displayed in the center panel.

Understanding the IVR Menus 

During the initial onboarding, four IVR menus are typically configured, though this may vary depending on the setup. Below is a brief overview of each menu’s general purpose.

Root Menu: The Root menu is automatically created by the system and serves as the starting point for all IVR routing. Because all call flows originate from this menu, it provides a centralized location for determining which menu or destination the IVR will route to first.
Holiday Menu: The Holiday menu is typically the second destination checked by the IVR system. This menu contains all configured holiday dates, allowing the system to determine whether a call is taking place on an applicable holiday. If a match is found, the corresponding holiday greeting and routing will be applied automatically.
Day Menu: The Day menu is typically the third routing destination checked by the IVR system. It is primarily used to define the company’s regular business hours and controls how calls are routed during normal operating periods.
Night Menu: The Night menu handles all calls received outside of regular business hours. Once operating hours have ended, the IVR system will follow the routing configured within this menu.

Understanding the configuration tabs and settings 

All menus contain the following tabs and settings. Below is a brief overview of their purpose.

General Tab:
Active: This setting determines when the menu is active according to the configured day, month, and time schedule. When “Always” is enabled, the menu stays active 24/7 and the “When the menu is inactive, then” setting is not applicable. When “Only at the following time interval” is selected, the menu is active only during the defined dates and times.

When the menu is inactive, then: This setting determines where calls will be routed when the configured schedule for the menu is no longer active. In this example, when the Day Menu is inactive, all calls are directed to the Night Menu.

Allow callers to dial a known extension directly: When this is enabled, callers can skip the IVR menu and directly enter a user’s extension number to reach them. If it’s disabled, callers must listen to the menu options instead of dialing extensions on their own.

Interdigit timeout when entering an extension: This controls how long the system waits between digits when a caller is typing an extension number. In this case, the system will wait up to 3 seconds for the next digit before it assumes the caller has finished entering the extension and processes the input.

Prompts Tab: 
This setting allows you to upload both a company greeting and a menu greeting, which will play sequentially. In most cases, the menu greeting is used to provide both the introduction and the available menu options; however, this may vary depending on how the system is configured. The “Company Greeting” and or “Custom” radio button will need to be enabled for the greeting to play. 

Actions Tab: 
This setting allows you to customize prompt keys based on the configured greeting. You can choose from a variety of options; however, it is most commonly used to transfer calls to extensions, hunt groups, other Menu’s, external number or voicemail boxes, depending on the desired configuration.

For a comprehensive overview of the available Action settings, please click HERE to access the IVR configuration Knowledge Base article. 

Input Errors Tab: 
This setting allows you to customize the greeting that is played when a call times out or when a caller selects an invalid option. It also defines the maximum number of input errors the system will allow before timing out or routing the call accordingly. Each invalid input or menu cascade to another menu is counted toward the total input error limit. The recommend input error count is between 10-15.