Configure Extension Settings

in2pbx allows you to route incoming calls to an Auto Attendant. You can create one or more IVR (Auto Attendant) on the system.

When calls are routed to an IVR, the system will play a recording prompting them what options the callers can enter such as “Welcome to XX, for sales press 1, for Technical Support press 2”.

Set up your own IVR if you need to route incoming calls via an auto attendant.

  1. Go to Settings PBXs > Call Feature >IVR
  2. Edit the Basic settings of the IVR.in2pbx-ivr-setup
    • Number: PBX treats IVR as an extension; you can dial this extension number to reach the IVR from internal extensions.
    • Name: Set a name for the IVR.
    • Prompt: Use the default IVR prompt or select your custom IVR prompt.
    • Prompt Repeat Count: Set how many times the prompt will be played.
    • Response Timeout: Set how long the PBX will wait for the caller to operate.
    • Digit Timeout: After the user enters a digit, the user needs to enter the next digit within the timeout.
    • Dial Extensions: Whether to allow callers to dial extension numbers via IVR.
      • Disable: All the extensions can NOT be reached via the IVR.
      • Allow All Extensions: All the extensions are allowed to be reached via the IVR.
      • Allowed Extensions: Only the extensions in the Selected box can be reached via the IVR.
      • Restricted Extensions: The extensions in the Selected box can NOT be reached via the IVR.
    • Dial By Name: Whether to allow callers to dial by name via the IVR.
      • Disable: All the extensions can NOT be reached via the IVR.
      • Allow All Extensions: All the extensions are allowed to be reached via the IVR.
      • Allowed Extensions: Only the extensions in the Selected box can be reached via the IVR.
      • Restricted Extensions: The extensions in the Selected box can NOT be reached via the IVR.

Note: 

      • The Dial by Name in the Key Press destinations is only available when the Dial By Name in the Basic page is enabled.
      • If you change the Dial By Name feature to Disable in the Basic page when the Key Press destination has been set to Dial by Name, the Keypress destination will be restored to the default null option.

dial-by-name-key-to-default

    • Dial Branches’ Extensions if Multisite Interconnect is enabled: If you check this option when the PBX is connected to other PBX systems via the Multisite Interconnect feature, callers can directly call the extensions that are connected to other PBX systems.
    • Dial to Check Voicemail: Whether to allow users to check voicemail via IVR.

Note: This option is for the users who work out of the office. They can call the PBX and check their voicemail messages via the IVR.

    • Dial Outbound Routes: Whether to allow callers to dial outbound calls via IVR.

Note: This option is useful if you interconnect two PBXs. The callers can dial the other PBX’s extension number via the IVR. In this solution, you need to configure the appropriate outbound route and inbound route in both of the two connected PBXs.

    • Enable Remote IVR Feature Code: Whether to allow users to dial in IVR, enter remote IVR feature code (#9) and the password to replace the voice prompt of IVR

Note: If the IVR prompt is replaced successfully, the previous voice prompts will be removed, and only the new voice prompt will be retained.

3. Click Key Press Event tab, set the destination based on the callers’ key presses.

The following Key Press destinations are supported:

    • Hang up
    • Extension
    • Voicemail
    • IVR
    • Ring Group
    • Queue
    • Conference
    • External Number
    • DISA
    • Callback
    • Fax to Email
    • Dial by Name
    • Custom Prompt

4. On the Key Press Event page, set the Timeout destination and the Invalid Destination.

ivr-timeout-hosted-pbx

    • Timeout: If callers do not make an entry within the Prompt Repeat Count, they will be transferred to the Timeout destination.
    • Invalid: If callers enter a digit that is not defined in the IVR, they will be transferred to the Invalid destination.

5. Click Save and Apply.

When users call in the PBX IVR, the users would operate via the IVR prompt. The PBX system has one default IVR prompt, you can change the IVR prompt to your audio file.

  1. Go to Upload a custom prompt or record a custom prompt on the PBX web interface.
  2. Go to Settings > PBX > Call Features > IVR, edit your IVR.
  3. Select the Prompt to your custom prompt.
  4. Set the Prompt Repeat Count.
  5. Click Save and Apply.

If you need to change one audio clip in the IVR prompt frequently. You can divide your IVR prompt to multiple audio clips, and change the desired audio clip when you need to change the IVR prompt.

For example, your IVR prompt is like the following:

” Thank you for calling Yeastar. We are currently closed in observance of Holiday Name. We will return on Date. If you got something urgent, please press 1 to contact our support. To leave a voicemail, please press 2.”

The second sentence is what you would change frequently. You can divide the IVR prompt into 3 clips.

  • Clip 1: Thank you for calling Yeastar.
    Clip 2: We are currently closed in observance of Holiday Name. We will return on Date
    Clip 3: If you got something urgent, please press 1 to contact our support. To leave a voicemail, please press 2.
  1. Go to Settings > PBX > Voice Prompts > Custom Prompts, click Upload to upload your IVR prompt clips.ivr-prompt-clips-in2pbx
  2. Go to Settings > PBX > Call Features > IVR, edit your IVR.
  3. Select the Prompt to the IVR prompt clip1.
  4. Click  IVR | in2tel, and select the Prompt to your IVR prompt clip2.
  5. Click  IVR | in2tel, and select the Prompt to your IVR prompt clip3.
    change-ivr-prompt-clip
  6. Click Save and Apply.

Next time, when you want to change the IVR prompt, you can change the desired prompt clip instead of changing the whole IVR prompt.

Background information

Users may need to change IVR prompt in an emergency (for example, unable to log in to the PBX in bad weather). Yeastar Cloud PBX allows users to change IVR prompt remotely without logging in to PBX with a computer, and just call in by phone and record a new greeting.

Procedure

    1. Log in to the PBX web interface, go to Settings > PBX > Call Features > IVR, edit the desired IVR.
    2. Select the checkbox of Enable Remote IVR Feature Code.
    3. In the Password field, enter a password for authentication.
      C’s phone is ringing. After C answers the call, the call between you and C is established. At this time, the call between you and A is held.
    4. Click Save and Apply.

Result

Users can dial in IVR, enter the IVR prompt feature code (#9) and password, and follow the voice prompt to record a new IVR prompt on their phones. If the IVR prompt is replaced successfully, the previous voice prompt will be removed, and only the new voice prompt will be retained.

You can set the IVR Keypress to Dial by Name, and uses it together with the IVR prompt to guide callers to search the desired extension by name.

Prerequisites
The PBX system only supports queries of English letters, so the Dial By Name feature can only search the extension users whose caller ID name is composed of English letters or Mandarin phonetic symbols.

Configure ‘Dial By Name’ feature

If there is an extension name matched, the system will only play the letters. You can record the extension name by yourself to optimize the feature experience.

  1. Configure the extension name.

Note: Dial By Name only supports extension caller ID names composed of English letters or Mandarin phonetic symbols.

    1. Log in to the PBX web interface, go to Settings > PBX > Extensions, double click to edit the desired extension.
    2. On the Basic page, configure the Caller ID name.extension-caller-id-name-setting
    3. Click Save and Apply.
  1. Record the voice of the extension name.
    1. Dial the voicemail feature code (default *2) on the IP phone where the extensions are registered, enter the password.
    2. Press 0 to enter the Mailbox options.
    3. Press 3 to record the extension name. Record after the beep tone and press the pound key (#) when done.
    4. Select whether to save the recording.
      • Press 1 to save the recording.
      • Press 2 to listen to the recording.
      • Press 3 to re-record.
  2. Configure an IVR key event destination to Dial by Name.
    1. Go to Settings > PBX > Call Features > IVR to edit the desired IVR.
    2. On the Basic page, enable the Dial By Name feature by selecting any of the following options.
      • Allow All Extensions: All the extensions are allowed to be dialled by name via the IVR.
      • Allowed Extensions: Only the extensions in the Selected box can be dialled by name via the IVR.
      • Restricted Extensions: The extensions in the Selected box can NOT be dialled by name via the IVR.dial-by-name-extension-range-selection
    3. On the Key Press Event page, set a key event to Dial by Name.

Note: You also need to configure the IVR prompt, so it can guide users to press the relevant keys to enter the Dial By Name feature.

ivr-dial-by-name-key

4. Click Save and Apply.

How to dial by name

  1. When an external user calls the PBX system and then accesses an IVR, they can enter the Dial By Name feature by pressing the relevant keys according to the IVR prompt.
  2. The system prompt will guide users to enter the first 3 letters of the extensions’ caller ID names.
    For example, to search an extension user with the name “Carol”, you need to press 227 (indicating ‘C’ ‘A’ ‘R’) on your phone.

telephone-keypad

Results

  • If there is a matched extension, the system will play the extension caller ID name and extension number and ask the external users to press 1 if the result is the desired extension or press * if it is not.
  • If the extension is not allowed to dial by name, the system will play a prompt: “This extension doesn’t enable dialling by name” and then hang up the call.

Set the IVR Keypress destination to an external number to route calls from IVR to an external number.

Scenarios


Forward Incoming Calls to an External Number with IVR is typical and important for 24×7 services, such as Doctor Answering Services and IT Support Services.

For Doctor Answering Services

When a patient calls in a hospital IVR, the patient can press a key to reach the external Doctor Answering Service to schedule an appointment or ask health questions and medical questions.

For IT Support Services

When your customers call in your office IVR after hours, you can give them an option to connect to an emergency support line. This emergency support line can be a Maintenance Engineer’s mobile phone number.

Before you begin


Update your IVR prompt that would instruct callers to press a key to the external number.

To update your IVR prompt, you can upload a custom prompt or record a custom prompt.

Procedures


  1. Log in PBX web interface, go to Settings > PBX > Call Features > IVR, edit your IVR.
  2. In the Basic tab, select the updated IVR prompt.
  3. In Key Press Event tab, select a key to set keypress destination to External Number.
  4. In the Prefix field, enter the prefix of the outbound route so that PBX can successfully route incoming calls to an external number
    • If the Strip of the outbound route is not set, you don’t have to set the Prefix.
    • If the Strip of the outbound route is set, you need to set the Prefix according to the Patterns of the outbound route.
  5. Enter the external number, such as a Doctor Answering Service number or a mobile phone number.ivr-to-external-number
  6. Click Save and Apply.

This topic describes how to restrict callers from direct dialling to extensions through an IVR.

Scenarios


An IVR can be used as a simple way to screen and answer incoming calls or direct callers to a specific destination. For the following scenarios, you may need to restrict callers from directly dialling extensions through an IVR.

Scenario 1: Blocking dialling to a boss’s extension

There is an IVR that allows callers to reach all the extensions in your office, but the boss only wants to answer calls forwarded by the secretary.

Scenario 2: Limit dialling to a specific department

There is an IVR specially set up for Sales Department, all the incoming calls to the IVR are expected to be routed to sales personnel.

Procedure


  1. Go to Settings > PBX > Call Features > IVR, click IVR | in2tel to edit an IVR.
  2. Click the Basic tab.
  3. In the Dial Extensions drop-down list, choose a type and select the desired extensions.
    • Restricted Extensions: To block callers from dialling to specific extensions, choose Restricted Extensions, and select the desired extensions from the Available box to the Selected box.
    • Allowed Extensions: To allow callers to reach specific extensions, choose Allowed Extensions, and select the desired extensions from the Available box to the Selected box.
  4. Click Save and Apply.