Application Note Recording IVR Prompts Using the Positron GUI

Transcription

1 Application Note Recording IVR Prompts Using the Positron GUI Positron Telecommunication Systems Inc Buchan Street, Suite 220 Montreal, Quebec H4P 2R9 Telephone: (514)

2 Introduction The IVR (Interactive Voice Response) Recording Extension is a feature used to record any custom recordings and is specifically required for the company greetings played back in the IVR Menu. By simply dialing the IVR Recording Extension, a custom recording can be made. IVR Definition IVR (Interactive Voice Response) Voice Response: Figure 1: IVR Recording Extension By default the IVR Recording Extension is set to *95 and found in the PBX PBX Settings Call Handling section. This can be changed at the user s discretion. NOTE: The new extension defined must be unique from all other extensions configured IVR Recordings The IVR Recording Extension stores all recordings under the PBX Sound Manager IVR section, where they can be renamed or downloaded. By default the recordings are labeled with: THE EXTENION NUMBER_DATE_TIME_NUMBER OF RECORDING ATTEMPTS Syntax: EXTENSION_DDMMYYYY_HHMMYY_0.gsm Example: Filename: 6003_ _111330_0.gsm

3 Figure 2: Captured IVR Recording Extension file These files can be renamed by clicking on the rename button. A prompt will appear with a dialog box so the user can enter in the desired name of the file. Please ensure the filename ends with.gsm. Figure 3: Renaming recorded greeting NOTE: The user also has the option of downloading the file to listen to it, using a media player that supports.gsm files. Free software like QuickTime can be used to play these files. The user can also upload.gsm files to the IP PBX by using the upload option.

4 IVR Greeting Example To provide more insight on IVR Menu Commands and how to use recorded messages, the Sample IVR is used as an example. IVR Menu Commands All Incoming calls that are destined to the Sample IVR are played with the welcomegreet message. This greet message will be played using the Background step. The Playback step can be used for this as well but please note that the Playback command will discard any input the caller has with their phone. I.e., if the caller should be allowed to press 0 through 9, or * and # as options, while listening to the message, then the message must be played using the Background command. Implementation The name of the IVR created for the implementation is Sample IVR while the extension for the IVR is set to Sample IVR - Main Group All Incoming Calls to the IVR execute the steps in the Main Group of the IVR. Figure 4 shows the steps that are configured for the Main Group. The Main-Greeting.gsm recording has been added to the first Background step.

5 Figure 4: Sample-IVR Main Group The steps in Figure 4 are outlined in more detail below. Play Ringing for 2 Seconds Answer the Call Play Main-Greeting Message using Background then wait 3 seconds. Play If-u-know-ext-dial message using Background and wait for 3 seconds for the caller to enter any Extension. Hangs up the call. NOTE: The WaitExten command will listen for key-presses like the Background command while waiting, whereas the Wait command will not listen for key-presses, like the Playback command. The IVR Recording Extension can also be used to record messages, which can be played back in the following scenarios including the IVRs. PBX Call Handling Outgoing Call Rules Rules (If Failed) PBX Incoming Call features Park and Page (Welcome and Park Messages)

6 PBX Incoming Call features Queues (Pick-up Announcement) Figure 5 shows an example of the failed call message prompt used with Outgoing call rules. The desired prompt/recording can be used by selecting it from the If Failed drop down box. Figure 5: Setting the If Failed message prompt for outgoing call rules