IVR

IVR Options

IVR Courtesy

Switchvox IVRs offer several options to help ensure that your callers don't get confused and trapped. IVRs should be helpful, not frustrating!

Extension Dialing

Within each IVR, you can choose whether or not to allow your callers to dial an extension at any time. This is useful for creating different kinds of IVR experiences.

Play Sound

Play a sound to the caller, then continue to the next action. This is for greetings, prompts, instructions, etc. Use the Sound Manager to record whatever sounds you want.

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Record Sound

Record a sound from the caller. The sound is saved in a variable that can be used later in other IVR actions.

Play Recorded Sound

Play a previously recorded sound to the caller. This relies on a variable from the Record Sound action.

Upload Recorded Sound

Upload a Recorded Sound to a URL is helpful for building custom interactions with your business applications

Merge Sounds

Merge multiple sounds together into one sound variable.

Store a Recorded Sound in Sound Manager

Store a Recorded Sound in the Sound Manager lets you create an easy, phone-based interface to the Sound Manager, which is helpful if you change your recorded information frequently.

Play Sound From URL

Download and play a WAV sound file from a URL.

Change Language

Change the language used inside the IVR. This lets you offer multilingual options to your customers. Use the Sound Manager to record sounds in different languages.

Record Digits

Record key presses as digits. The digits are saved in a variable that can be used later in other IVR actions such as Play Recorded Digits or Send Call Values to URL.

Say Date/Time

Say the current date and time, or say a hard-coded date and time, with several formats to choose from.

Say a Number

Read a whole number to the caller. The number can be hard-coded into the IVR, or can come from a previously set variable.

Say Digits/Letters

Say digits and/or letters back to the caller. The digits or letters can be hard-coded into the IVR, or can come from a previously set variable.

Go to Another IVR Menu

Send the call to another IVR. This lets you connect your IVRs together to create powerful multi-level IVR menus.

Dial Extension

Transfers the call to an extension. This can be a person's phone, a call queue, another IVR menu, or any other type of extension in Switchvox.

Send to External Number

Send the call to any phone number. The number can be hard-coded into the IVR, or can come from a previously set variable.

Send to Voicemail

Send the call directly to an extension's voicemail. The caller hears the greeting, and can leave a message.

Alter Caller ID

Alter the caller ID to display different information. This is helpful for the person answering the call, because it can indicate something like "lead" or "return" or whatever useful information the IVR has gathered.

Send Call Values to a URL

Send information to a URL. This lets you send caller-entered variables and system variables to your own web application. It also accepts return information via XML, and you can design your IVR to respond based on that information.

Perform Math

Perform a mathematical operation on two IVR variables, and store the result in a new variable.

Gate Keeper

Count how many times a caller has passed through the gate. This is helpful to identify callers who are getting stuck, or who might be trying to abuse the system.

Concatenate Variables

Concatenate multiple variables together, then save the result in a new variable.

Conditional Clause

Branch a call to a different IVR menu based on a previously set variable. This is helpful if you want your IVR to behave differently based on input from the caller.

Time Based Clause

Check the current time against the indicated Time Frame. This lets your IVR behave differently based on your business hours, holidays, or whatever you define.

Send an Email

Send an email message. You can include caller-entered variables (including sounds) and system variables.

Set & Get Global Variable

Set a Global Variable that can be accessed from all IVR Menus and persists between calls. A Get action lets you set a  normal variable with the value of a Global Variable. This is helpful if you need to change the value during the active call, but you don't want to affect the Global Variable.

Get Extension Status

Get the status of the extension, and save the result in a new variable. Status indicates things like busy, ringing, idle.

Get Extension Type

Get the type of the extension, and save the result in a new variable. Type indicates things like SIP extension, Call Queue, Conference Room.

Check User Password

Evaluate the extension's password with the password contained in a variable, and save the result in a new variable. This is helpful for interactions with your business applications, to validate a caller.

Set Distinctive Ring Hint

Set a Distinctive Ring Hint (or remove it). This lets an extension-owner set up different 'Ring Actions' depending on what the caller indicated in the IVR.

Send a Recorded Sound to Voicemail

Send a Recorded Sound to an extension's mailbox.