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01 Mar 2018

IVR / Auto Attendant examples

How does IVR / Auto Attendant work?

Add next generation cloud based phone system features like voice menu that plays a greeting and allows callers to dial an extension. It is light weight solution with self setup.

Where to enable Auto Attendant?
  1. Login iPlum portal https://my.iplum.com

  2. Click IVR / Auto Attendant. Configure greeting & extensions as per your requirements.

Can I receive multiple simultaneous calls using IVR?

Yes, you can receive any number of simultaneous calls to your main iPlum number using IVR. iPlum provides multi-paths for your iPlum incoming calls by default.


Examples and Configurations:


Can I route my incoming calls for main iPlum number back to same iPlum number as an IVR extension?

Yes, with unique iPlum technology you can receive incoming calls on main iPlum number and configure extension/s to route those calls to the same number and receive them using iPlum app on the mobile phone. It will not create a circular reference.

Note: To route calls to different users on their mobile as different extensions, please check “Example 6: Setup multiple extensions routing calls to multiple users”.

1a. Setup one extension routing calls to the iPlum number app.

Greeting Example:

Welcome and thank you for reaching Mary’s consulting where we design beautiful houses. Please press one to reach Mary.


Call Flow Example:

Create extensions:

Ext 1 ; iPlum Number. Select your iPlum phone number to route the call to iPlum app on your phone.

Settings:

Maximum length of extension digits: 1

It is advisable to keep other timers and counts with their default values.


Note: Within iPlum app settings, one can use unique Carrier Calling Mode to make and receive incoming & outgoing calls using carrier network instead of VoIP.


1b. Setup one extension routing calls directly to iPlum voicemail.

Greeting Example:

Welcome and thank you for call Law Firm of Houston. Please press one to leave a message. Our associate will contact you within one business day.


Call Flow Example:

Create extensions:

Ext 1 ; Main Voicemail.


Settings:

Maximum length of extension digits: 1

It is advisable to keep other timers and counts with their default values.


1c. Setup one extension routing calls to an external non-iPlum number.

Greeting Example:

Welcome and thank you for reaching Mary’s consulting where we design beautiful houses. Please press one to reach Mary.


Call Flow Example:

Create extensions:

Ext 1 ; External Number. Enter your external phone number to route the calls.

Note: Please keep in mind that by routing calls to an external number it will go to its external number voicemail. You can also use iPlum app on your phone and configure If you have additional users, it is suggested that you create sub-accounts with iPlum numbers and route calls to those numbers. You can configure all sub-accounts to have same outgoing Caller-ID set to main iPlum number.


Settings:

Maximum length of extension digits: 1

It is advisable to keep other timers and counts with their default values.


1d. Setup one extension routing calls to multiple numbers (sequential or simultaneous ringing).

Greeting Example:

Welcome and thank you for reaching Joe Design consulting. Please press one to reach a sales agent or press zero to reach the operator.


Call Flow Example:

Create extensions:

Ext 1 ; Sequential Multiple Numbers ; Enter iPlum numbers which you want to ring one after the other when caller presses option 1.

Ext 0 ; Main Voicemail.

OR

Ext 1 ; Simultaneous Multiple Numbers ; Enter iPlum numbers which you want to ring simultaneous when caller presses option 1.

Ext 0 ; Main Voicemail.


Settings:

Maximum length of extension digits: 1

It is advisable to keep other timers and counts with their default values.


Note: You can create sub-accounts with iPlum numbers in the master account and configure them to have same outgoing Caller-ID as main iPlum number.

To add additional iPlum numbers in your master account dashboard: Accounts || Add Line.

To set additional iPlum numbers Caller-ID as Main iPlum Number. Accounts || Select Line || Profile & Permissions


2a. Setup multiple extensions routing calls to one number.

Greeting Example:

Welcome and thank you for reaching John’s Architecture Company where we help to build office buildings. Press two zero one for new clients, two zero two for design support, two zero three for material support, two zero four for billing and zero to reach operator. Press nine to repeat this menu.


Call Flow Example:

Create extensions:

Ext 201 ; Select iPlum Number or External Number option and enter phone number accordingly.

Ext 202 ; Select iPlum Number or External Number option and enter phone number accordingly.

Ext 203 ; Select iPlum Number or External Number option and enter phone number accordingly.

Ext 204 ; Select iPlum Number or External Number option and enter phone number accordingly.

Ext 0 ; Main Voicemail.

Ext 9 ; Repeat Greeting.


Note: Please keep in mind that by routing calls to an external number it will go to its external number voicemail. If you have additional users, it is suggested that you create sub-accounts with iPlum numbers and route calls to those numbers. You can configure all sub-accounts to have same outgoing Caller-ID set to main iPlum number.


Settings:

Maximum length of extension digits: 3

It is advisable to keep other timers and counts with their default values.


2b. Setup multiple extensions routing calls to multiple users (sequential or simultaneous ringing).

Note: For multiple users, you will create sub-accounts with iPlum numbers and route calls to those numbers. You can configure all sub-accounts to have same outgoing Caller-ID set to main iPlum number.

When you give users their own iPlum numbers and install them as 2nd line on their phone, the users will know that this is an iPlum related call with distinct ringtone & visual screen. For adding more iPlum numbers in your primary iPlum account go to Accounts || “Additional Line”.

For each user you can set their Caller-ID number to use Main iPlum Number. Configure in Accounts || Actions || Profile & Permissions

Greeting Example:

Welcome and thank you for reaching APP corporation where we help clients with office supplies. Please press one for sales or two for support. To leave a voicemail press zero. Press nine to repeat these options.


Call Flow Example:

Create extensions:

Ext 1 ; Select type as “iPlum Number” or “Sequential Multiple Numbers” OR “Simultaneous Multiple Numbers” ; Enter iPlum numbers to ring when caller presses 1.

Ext 2 ; Select type as “iPlum Number” or “Sequential Multiple Numbers” OR “Simultaneous Multiple Numbers” ; Enter iPlum numbers to ring when caller presses 1.

Ext 0 ; Main Voicemail.

Ext 9 ; Repeat Greeting.


Settings:

Maximum length of extension digits: 1

It is advisable to keep other timers and counts with their default values.

2c. Setup multiple extensions routing calls to multiple voicemails.

Note: For multiple voicemails, you will create sub-accounts with iPlum numbers and route calls to those numbers.

You can access all voicemails in your iPlum portal by login as master account.

Greeting Example:

Welcome and thank you for reaching APP corporation where we help clients with office supplies. Please press one for sales or two for support. To leave a voicemail press zero. Press nine to repeat these options.


Call Flow Example:

Create extensions:

Ext 1 ; Select type as “iPlum Number” or “Sequential Multiple Numbers” OR “Simultaneous Multiple Numbers” ; Enter iPlum numbers to ring when caller presses 1.

Ext 2 ; Select type as “iPlum Number” or “Sequential Multiple Numbers” OR “Simultaneous Multiple Numbers” ; Enter iPlum numbers to ring when caller presses 1.

Ext 0 ; Main Voicemail.

Ext 9 ; Repeat Greeting.


Settings:

Maximum length of extension digits: 1

It is advisable to keep other timers and counts with their default values.

2d. Setup multiple extensions routing calls to directory & departments (sequential or simultaneous ringing).

Greeting Example:

Welcome and thank you for reaching Ivory Coast Mortgage company where we help you with financing. If you know the extension of the person you are trying to reach please enter it now or press one for an available sales agent, two for customer service and zero to leave a voicemail. Press nine to repeat this menu.


Call Flow Example:

Create extensions both for departments and individuals:

Ext 1 ; Select “Sequential Multiple Numbers” OR “Simultaneous Multiple Numbers” ; Enter iPlum numbers to ring when caller presses 1.

Ext 2 ; Select “Sequential Multiple Numbers” OR “Simultaneous Multiple Numbers” ; Enter iPlum numbers to ring when caller presses 1.

Ext 0 ; Main Voicemail.

Ext 9 ; Repeat Greeting.

Ext 101 ; Select iPlum Number.

Ext 102 ; Select iPlum Number.

Ext 103 ; Select iPlum Number.


Note: Please keep in mind that by routing calls to an external number it will go to its external number voicemail. If you have additional users, it is suggested that you create sub-accounts with iPlum numbers and route calls to those numbers. You can configure all sub-accounts to have same outgoing Caller-ID set to main iPlum number.


Settings:

Maximum length of extension digits:3

It is advisable to keep other timers and counts with their default values.


Note: When you get users their own iPlum numbers and install them as 2nd line on their phone, the users will know that this is an iPlum related call with distinct ringtone & visual screen.

For adding iPlum numbers in your primary iPlum account use the option “Additional Line” in Dashboard.

For each user you can set their Caller-ID number to use Main iPlum Number. Configure in Accounts || Actions || Profile & Permissions


3. Setup announcements like hours of operation, directions, user directory,etc.

Play announcements like hours of operation, directions, user directory, special instructions and more.

Choose an Extension ; Select type “Play Announcement”. Type your announcement for Text to Speech. You can choose to end the call after playing the announcement or take the caller back to the main greeting.

You can use free text to speech or you can record a custom announcement as mp3 file as per these instructions.

Note: There is no voicemail after an announcement. After playing an announcements the system can either hangup the call or return to main menu. If you need a voicemail after announcement, you will buy another iPlum number and setup that number as the extension with its own voicemail greeting as the announcement.

4. Create a call-tree with multiple levels of IVR / Auto Attendants.

Case 1: A business has multiple subsidiaries each with its own set of extensions.

Case 2: A business needs two layer IVR for English & Spanish language callers.

One can create one IVR (greetings + extensions) per master account. To create 2 levels of IVR greetings, you will create two independent accounts with their own IVRs. In the first IVR make one of the extensions to ring the main number of 2nd independent account. The caller will dial the main number, hear the greeting, choose the subsidiary and then dial the extension.

  1. Create iPlum Primary account with main Auto Attendant.

  2. Create separate iPlum accounts for each subsidiary with their own Auto Attendants.

  3. In the Primary account’s Auto Attendant “Call-flow” extension setup, add Subsidiary iPlum numbers (which have their own IVR / Auto Attendants).

5. First ring an external number, if unanswered send the call to iPlum voicemail.

Call Flow Example:

Select “Sequential Multiple Numbers”. Put your external number first and then add your iPlum number as the last number for that extension. Further you can configure “Do Not Disturb” for the iPlum number (using Utilities in Dashboard) so that the call will directly go to the voicemail after first ringing your external number.

Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail. In the default iPlum Advanced Settings for Sequential Ringing, the call needs to ring 18 sec on the external line before it will rollover to next line (iPlum voicemail in this case). You can increase or decrease the Sequential Ringing time.


We suggest that instead of routing calls to external numbers, you get additional iPlum numbers to separate business calls from personal calls on each user device and then configure the extensions to those iPlum numbers in the call flow.


6. First ring your iPlum number, if unanswered send the call to an external answering service.

Setup extension with “Sequential Multiple Numbers”. Put your iPlum number first & then the answering service phone number. The call will first ring on your iPlum number and if you don’t answer, it will roll over to the external answering service.

7. Set business hours with do-not-disturb option - iPlum number.

Example: You want to take customer calls from 8 AM – 5 PM and automatically route them to voicemail in after-hours and weekends.

Greeting Example:

Welcome and thank you for reaching our ABC company where we help you with XYZ. Our business hours are 8 AM to 5 PM Monday to Friday. Please press one to reach us during business hours or press two to leave a message. Press nine to repeat this menu.


Call Flow Example:

Create extensions:

Ext 1 ; iPlum Number. Select your iPlum phone number to route the call to iPlum app on your phone.

Ext 2 ; Main Voicemail.

Ext 9 ; Repeat Greeting.

Additional Step:

Go to Utilities || Do Not Disturb || Select Line || Enable Call Ringing DND (and/or Text & Notifications) || Set Daily Hours. Here you can setup hours when you don’t want to receive the customer calls/text. 5 PM to 8 AM each day and all day Saturday/Sunday.

During after-hours or weekends when any caller dials your iPlum number, they will hear an Auto Attendant greeting and then after caller presses the extension, it will simply send the call to the voicemail on the iPlum number configured for that extension without disturbing you.

8. Set business hours with do-not-disturb option - External number.

Example: You want to take customer calls from 8 AM – 5 PM on an external number and automatically route them to voicemail in after-hours and weekends.


Greeting Example:

Welcome and thank you for reaching our ABC company where we help you with XYZ. Our business hours are 8 AM to 5 PM Monday to Friday. Please press one to reach us during business hours or press two to leave a message. Press nine to repeat this menu.


Call Flow Example:

Create extensions:

Ext 1 ; Sequential Multiple Numbers ; Enter external phone number and then your iPlum number.

Ext 2 ; Main Voicemail.

Ext 9 ; Repeat Greeting.

Additional Step:

Go to Utilities || Do Not Disturb || Select Line || Enable Call Ringing DND (and/or Text & Notifications) || Set Daily Hours. Here you can setup hours when you don’t want to receive the customer calls/text. 5 PM to 8 AM each day and all day Saturday/Sunday.

During after-hours or weekends when any caller dials your iPlum number, they will hear an Auto Attendant greeting and then after caller presses the extension, it will simply send the call to the voicemail on the iPlum number configured for that extension without disturbing you.

Important note: When you receive an iPlum call on your external number but you don’t want to take that call for any reason do not click “Decline”. Let it ring to hit iPlum voicemail.

Can I transfer my existing number to iPlum and setup Auto Attendant?

There are multiple options:

1. You can get a new iPlum business number and setup your auto attendant.

2. You can also port your existing number into iPlum.

3. You can use your existing number and set call forwarding from it to an iPlum number where you setup auto attendant.

Which Caller-ID will show for incoming iPlum calls?

You can choose to show the Call Origination Number (default settings) or your iPlum Number as the display Caller-ID for your incoming iPlum calls. This option is available in Auto Attendant Settings.

How to display main iPlum number for all outgoing iPlum calls for all users in my iPlum account?

You can setup your account such that it will show main iPlum number when any user in your iPlum account makes an outbound calls irrespective of their own iPlum number. For each user you can set their Caller-ID number to use Main iPlum Number.
Login to your master account. Select Accounts || Actions || Profile & Permissions || Caller ID Number || Main account iPlum number.

Can I do Call Transfer?

Yes, after you receive a call on any extension via IVR / Auto Attendant, you can transfer call to another iPlum or external number by pressing *7 (star 7) and entering the 10 digit phone number followed by #. After the call is connected, press:

0 to conference.

1 to exit yourself.

2 to end call transfer.



Example:

A calls B. B wants to transfer call to C.
(C – Phone Number: 202-123-1234).


After A gets connected to B, B will enter *7 in their dialpad followed by 2021231234#.

A will hear Music-on-Hold.

B can talk to C for one-one conversation, then press 0 to conference C into the call with A.

Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.

Or press 2 to end the call with C (keep conversation between A and B).

Can I do Call Recording?

Yes, you can enable call recording feature. You automatically get an email alert when you have a recording which you can play in the iPlum online portal or iPlum app. This feature also includes an optional “Consent” message which you can play for incoming calls if your state requires it.

What are System Settings?

You will normally keep them at their default values.

  • Maximum length of extension digits. Example: If you will be using call extensions like 1,2,3 ..9, you set this value to 1. If you will be using extensions like 101, 102, 103 etc, you will set this value to 3.

  • Invalid extension tries before disconnecting the call. We suggest to keep it at default count = 3.

  • Number of times to play greeting before disconnecting. We suggest to keep it at default count = 3.

  • Ring time interval between sequential numbers. We suggest to keep it at default time = 18 seconds.

  • Display Caller ID (Incoming Calls). Choose between Origination Number (default) or the iPlum Number.

  • Get Real-time Call Notifications in iPlum App. Check this option if you want to get an alert in your iPlum app whenever there is a incoming call to the iPlum number where Auto Attendant is setup irrespective if the caller selected any extension after listening to the greeting.




Helpful links:

How to port an existing number into iPlum?

How to setup a business team account in iPlum?

Carrier Calling Mode – Incoming

Carrier Calling Mode – Outgoing

All Q&A