Cloud PBX - IVR Configuration

Synopsis

This guide outlines how to navigate to the IVR extension and configure the settings to ensure the menus operate correctly

Prerequisite

You must have a Sherweb Cloud PBX account

Step 1: Accessing Cloud PBX Portal using Sysadmin credentials 
You must log into the Cloud PBX Portal using the unique Sysadmin credentials provided during the initial onboarding delivery.

Login URL: http://customer.voip.cld.services   
Username: sysadmin@ORGNAME 
Password: Unique password

If you are unsure of the username or password, please submit a support request to voipsupport@sherweb.com to obtain this information. Please note that you must be an authorized user within the respective Cumulus account in order for this information to be provided.

Step 2: 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

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.

Please click HERE to access a knowledge-based article which explains the IVR menus and settings. 

Step 3: The first menu accessed is the ROOT menu, which serves as the starting point for all call routing. This menu is typically scheduled from 00:00 to 00:01 on January 1st. As its sole purpose is to act as the entry point for the routing structure, it remains active for only one second. The system always checks the ROOT menu first before proceeding to the next applicable menu in the routing sequence. The next active menu is indicated within the “When the Menu is inactive, then:” setting, this is typically the Holiday Menu. 

Step 4: Access the Holiday Menu from the Main IVR panel by clicking the Notepad icon beside the menu title. At this stage, the system checks whether a holiday schedule is currently active based on the configured dates. If the current date falls within an active holiday schedule, incoming calls will follow the routing defined in the Holiday Menu.

To add a holiday date, click the clock icon

As the company is closed for the full duration of the holiday, configure the schedule to run from 00:00 to 23:59. Next, select the appropriate month under "Select all months" and choose the corresponding holiday date under "Day of the Month”. Then click on “Include new periods” and click on “Finish”. You may also configure the year, as desired. 

In this example: June 2nd has been reserved as a Holiday

Step 5: To add a greeting, click "Prompts." Under the menu section, select the "Custom" radio button, then click "Browse" to choose the desired greeting file. Once the greeting has been uploaded, click "Save" to apply and save the changes.

Step 6: To configure the routing for each prompt key, click "Actions" and then select "Add."  

The User Input field specifies the prompt key that the caller will press. The Action field determines how the system will route the call when that prompt key is selected. To enable a recording before the call is transferred, you may click on the “Play before action” radio button and choose the greeting. Once finished, click on “Update”.

In this example: Key 5 will be routed to extension 202

The user input menu has many options to choose from; below is an example of how the primary options are best used: 

Do Nothing - Selecting this option will not route the call. Instead, the caller will hear a message stating, "This extension does not exist."
Dial by Name Directory - Selecting this option routes callers to a Dial by Name Directory. Once selected, the "Directory Intro Prompt" option becomes available, allowing you to upload a custom greeting. The greeting should typically instruct callers as follows: "Please enter the first three letters of the party's first name or press the star key to exit." Once uploaded, click “Update”.

Please note that configuring this menu alone does not enable the Dial by Name Directory. The directory must also be configured and published separately. Refer to the knowledge base article HERE for instructions on configuring the Dial by Name Directory.
Transfer – Selecting this will simply transfer the call. This may be to an individual extension, hunt group or voicemail box. 
Prompt for Extension # – Selecting this option prompts the caller to enter an extension number. The Max Size setting determines the maximum number of digits that can be entered and should match the extension length used within the system. For example, if all extensions are three digits long, callers will only be able to enter three-digit extensions; four-digit extensions will not be recognized.
Disconnect Call – Selecting this option will simply disconnect the call.
Menu options - Each menu that has been created will appear in the "Actions" list. This allows calls to be routed from one menu to another, providing flexibility when building the call flow.

Once your configuration is verified, click on “Save” to push the changes. 

Step 7: The next step is to navigate to the "Input Errors" tab. In this section, you can configure custom greetings that are played when a call times out or when a caller selects an invalid option. If you plan to upload a custom greeting, ensure the "Custom" radio button is enabled; otherwise, the upload will not take effect. The recommended input error threshold is between 10 and 15.

Step 8: Once all the above steps have been completed, ensure that the "When the menu is inactive, then" setting is configured to route calls to the next applicable menu. In this example, the Holiday Menu routes to the Day Menu. The system first evaluates the Holiday Menu. If the call does not match an active holiday date, it will then route the call to the Day Menu which is generally set during operational hours.

Step 9: The next menu is typically the Day Menu. You can configure it using the same steps outlined above, as all menus follow the same configuration process.

Step 10: The final menu is the Night Menu, which serves as the end point for all routing. It is used to define system behavior outside of business hours.

The configuration for the Night Menu is the same as for all other menus. However, it does not require specific operational hours of its own, as it follows the schedule of the Day Menu. For example, if the Day Menu runs from 9:00 AM to 5:00 PM, the Night Menu becomes active at 5:00 PM and remains active until 9:00 AM. 

Within the “Active” setting, it must be set as “Always” and within the “When the menu is inactive, then”, it must be set as “Do nothing”. 

How to add a new menu: 

To add a new menu, simply click on “Add” 

A new dialog box will appear; you may name the menu as desired and set the “active” setting. Click on “Save” once finished.  

Once saved, some additional settings will appear, and you may begin configuring them per the instructions listed above within this article. 

The new menu can now be assigned as a routing destination from any previously configured menu, by selecting it as the value for a desired prompt key

Or it can be routed directly from one menu destination to another. In the example below, the Day Menu is active only during its configured schedule. Once that schedule has ended, incoming calls are routed to the "Business Hours" menu.