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02 Feb 2019

Examples: iPlum IVR / Auto Attendant

I. Mobile phone system for multiple users.

II. Mobile phone system for solo-entrepreneur.

III. Additional answers.



Note: iPlum IVR / Auto Attendant feature is self-service. If you need help configuring your iPlum IVR, you can schedule a live phone call by clicking here . It is only $14.95 for the session. A specialist will call you to help. They can also coach you to make future changes in your iPlum account yourself.






I. Example: Mobile Phone System For Multiple Users





Sample requirements for the business:

A healthcare business needs a virtual phone system which is mobile.

  • There are multiple employees who want to receive business calls & texts as separate 2nd line on their mobile phone.
  • Setup separate line for taking appointments and transfers.
  • Setup sales and accounting departments with their own extensions.
  • Ability to announce directory with names and extensions.
  • Ability to announce map directions to the business.
  • After hours, send the calls to an answering service.



Detailed Steps:

A. Create Sub-accounts for Employees.

  1. Click “Accounts || Additional Line”. You can create sub-accounts with user mobile phone number or their email.

  2. The user will receive a link via phone text or email used to create their account.

  3. Once the user clicks the link, it will require them to setup a new password.

  4. The user is now connected to the master account and you will see them in “Accounts” section.

  5. Go to Accounts || Select the additional line and click “Get iPlum Number”. Follow the prompts to purchase the iPlum number for this additional line.

  6. To change outgoing Caller-ID as Main Account Number:
    Accounts || Select Account || Profile & Permissions || Caller-ID Number || Edit (Main account iPlum number).

  7. To setup voice network mode for best call reliability:
    Calls: Network Mode || Outgoing Calls || Select Account || Use My Voice Network || Enter the external phone number and save.
    Calls: Network Mode || Incoming Calls || Select Account || Use My Voice Network || Enter the external phone number and save.
    Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.




B. Enable IVR Module:

Click “Dashboard || IVR/Virtual Extensions” and toggle enable switch (Only required first time).




C. IVR Greeting Setup:

Sample greeting text:
Thank you for reaching ABC healthcare practice. For any medical emergencies please dial 911 or go to your near hospital. If you know your party’s extension, please dial it now. Otherwise during our normal business hours between 8 AM to 5 PM Monday to Friday, please press 1 for making a new patient appointment, 2 for directory of physicians, 3 for directions and 4 for billing. To leave a voicemail press zero. If you are calling us after hours, please press 5 and you will be transferred to our answering service. Press 9 to repeat these options.




D. Extensions Setup:

Maximum length of extension digits

Note: If you will be using extensions like 1,2,3 ..9, you set this value to 1. If you will be using extensions like 101, 102, 103…, you will set this value to 3 etc.


Add Extensions

  • Employees:

  • Click “Add Extension”. Enter: 101; Select type as “iPlum Number” for Mary Jane.

    Click “Add Extension”. Enter: 102; Select type as “iPlum Number” for Casey Dill.

    Click “Add Extension”. Enter: 103; Select type as “iPlum Number” for Jennifer Crawford.

    Click “Add Extension”. Enter: 0; Select type as “Main Voicemail”.

    Click “Add Extension”. Enter: 9; Select type as “Repeat Greeting”.



  • Front desk: Click “Add Extension”. Enter: 1; Select type as iPlum number. Choose the option for voicemail to use when the extension is not answered.

  • Note 1: Above configuration assumes your front desk will use a mobile phone with iPlum configured as 2nd line. If you would rather use a desk phone for the receptionist, you can setup a landline with your local provider and select that number for this extension as “External Number” in your IVR extensions. On your landline number, you will setup call forwarding to your main iPlum number. This way if someone calls on the landline, they will be automatically routed to your main iPlum number.

    Note 2: If you have more than one receptionist, check this section for its configuration.


  • Directory: Click “Add Extension”. Enter: 2; Select type as “Play Information”.

    Sample text:
    Please choose your extension after the full information has played. For Mary Jane, please dial 101. For Casey Dill, dial 102. For Jennifer Crawford, dial 103.

    Type your directory of users for Text to Speech. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main ivr greeting.

  • Note: During information play the system disables any digit inputs. For that reason, please add a sentence in your information announcement “Please choose your extension after the full announcement has played……”




  • Directions: Click “Add Extension”. Enter: 3; Select type as “Play Information”

    Sample text:
    We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.

    Type your directory of users for Text to Speech. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main ivr greeting.




  • Billing: Click “Add Extension”. Enter: 4; Select type as iPlum or external phone number or, voicemail (based on your requirements). Choose the option for voicemail to use when the extension is not answered.




  • Answering service for after-hours: Click “Add Extension”. Enter: 5; Select type as “External Number” and type the answering service phone number.


Dial Multiple Numbers With Sequential or Simultaneous Options?

You can enter multiple phone numbers for one extension. For sequential flow the system will try each number in a hunt group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to go to the main number voicemail.


E. Advanced Settings:

It is advisable to keep default values.




F. Enable/Pause IVR:

Toggle Enable switch green to enable IVR.

Note: If you want to disable/by-pass IVR completely, toggle the Enable switch to red.






How to configure multiple receptionists for an extension?

Lets say you have more than one receptionist and you want them to ring sequential or simultaneous when a call comes for an extension.

Click “Add Extension”. Enter extension number; Select type as “Sequential or Simultaneous Multiple Numbers” based on your preference. Enter the two or more iPlum numbers which you have created as sub-accounts for receptionists. Choose the option for voicemail “Send unanswered call to main account voicemail”.

Additionally, you need to switch-off the voicemails for the receptionists sub-accounts iPlum numbers:

Voicemail || Select Sub-Account || SETTINGS || VOICEMAIL || Disable Voicemail || Select Voicemail off || Update.

The calls will initially ring to the receptionists and if none of them pick up, the call will be routed to main voicemail.








II: Example: Mobile Phone System For Solo- Entrepreneur


Note: This is a simplified version of above example with one user instead of multiple users. You can always pick options from multi-user phone system example and implement in your IVR configuration.



IVR Greeting Setup:

Sample greeting text:
Welcome and thank you for calling Mary’s consulting company where we design beautiful houses. Our normal business hours are 8 AM to 5 PM Monday to Friday. Please press 1 to reach Mary, 2 for directions to our office and 3 for billing. If this is after hours please press 4 to leave a voicemail. To hear these options again, please press 9.




Extensions Setup:

Maximum length of extension digits: 1

Note: If you will be using extensions like 1,2,3 ..9, you set this value to 1. If you will be using extensions like 101, 102, 103…, you will set this value to 3 etc.


Add Extensions

  • Click “Add Extension”. Enter: 1; Select type as “iPlum Number” and select iPlum #.

  • Click “Add Extension”. Enter: 3; Select type as “iPlum Number” and select iPlum # or “Main Voicemail”.

  • Click “Add Extension”. Enter: 4; Select type as “Main Voicemail”.

  • Click “Add Extension”. Enter: 9; Select type as “Repeat Greeting”.


  • Directions: Click “Add Extension”. Enter: 2; Select type as “Play Information”

    Sample text:
    We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.

    Type your directions. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main ivr greeting.



Advanced IVR Settings:

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




Enable/Pause IVR:

Toggle Enable switch green to enable IVR.

Note: If you want to disable/by-pass IVR completely, toggle the Enable switch to red.








Additional Answers:
Can I receive multiple simultaneous incoming 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.

Setup multiple extensions routing calls to one iPlum number.

Sample Greeting:

Welcome and thank you for reaching John’s Architecture Company where we help to build office buildings. Press 201 for new clients, 202 for design support, 203 for billing and zero to reach operator. Press nine to repeat this menu.


Extensions:

Maximum length of extension digits: 3

Add Extension. Enter: 201; Select type as “iPlum Number” and select iPlum #.

Add Extension. Enter: 202; Select type as “iPlum Number” and select iPlum #.

Add Extension. Enter: 203; Select type as “iPlum Number” and select iPlum #.

Add Extension. Enter: 0; Select type as “Main Voicemail”.

Add Extension. Enter: 9; Select type as “Repeat Greeting”.


Setup an extension for an external non-iPlum number.

Sample Greeting:

Welcome and thank you for reaching John’s consulting. Please press one to setup an appointment.


Extensions:

Maximum length of extension digits: 1

Add Extension. Enter: 1; Select type as “External Number”. Enter the external phone number to route the calls.


Setup an extension to call multiple numbers sequentially or simultaneously.

Sequential or Simultaneous Multiple Numbers means that you can enter multiple phone numbers for one extension. For sequential flow the system will try each number in the hunting group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to the main number voicemail.


Extensions:

Maximum length of extension digits: 1

Add Extension. Enter: 1; Select type as Sequential Multiple Numbers ; Enter iPlum numbers which you want to ring one after the other when caller presses option 1. You can choose to send the unanswered call to the main number voicemail.

OR

Add Extension. Enter: 1; Select type asSimultaneous Multiple Numbers ; Enter iPlum numbers which you want to ring simultaneous when caller presses option 1. You can choose to send the unanswered call to the main number voicemail.


Setup extensions going directly to different voicemails.

Each iPlum number has one voicemail box. For multiple voicemails, you will create sub-accounts with iPlum numbers and route IVR extensions to those numbers.

Set up Do-Not-Disturb on these iPlum numbers so that when user selects that extension, it will directly go to the voicemail without ringing.

You can access voicemails in your iPlum app or iPlum online portal.


Setup information announcements like directory, hours of operation, directions.

Add Extension. Enter extension number; Select type as “Play Information”. Type your information for Text to Speech or you can record a custom mp3 sound file as per these instructions.

You can choose to end the call after playing the information or take the caller back to the main greeting.


Setup directory of users.

Play directory of users.

Add Extension. Enter extension number; Select type as “Play Information”. Type your directory of users for Text to Speech or you can record a custom mp3 sound file as per these instructions.

You can choose to end the call after playing the information or take the caller back to the main greeting.


Can I use my main iPlum number in one of the IVR extensions?

If you have only one iPlum number, yes you can receive incoming calls on that iPlum number and configure extension/s to route those calls to the same number. It will not create a circular reference.

How to configure multiple receptionists for an extension?

Lets say you have more than one receptionist and you want them to ring sequential or simultaneous when a call comes for an extension.

Click “Add Extension”. Enter extension number; Select type as “Sequential or Simultaneous Multiple Numbers” based on your preference. Enter the two or more iPlum numbers which you have created as sub-accounts for receptionists. Choose the option for voicemail “Send unanswered call to main account voicemail”.

Additionally, you need to switch-off the voicemails for the receptionists sub-accounts iPlum numbers:

Voicemail || Select Sub-Account || SETTINGS || VOICEMAIL || Disable Voicemail || Select Voicemail off || Update.

The calls will initially ring to the receptionists and if none of them pick up, the call will be routed to main voicemail.

Setup 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 “Extension setup”, add Subsidiary iPlum numbers (which will have their own IVR / Auto Attendants).

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

Extensions:

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 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.


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. You can choose to send the unanswered call to the main number voicemail.

Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail.

Setup business hours for your iPlum number with do-not-disturb option.

You have only one iPlum number. You want to take customer calls from 8 AM – 5 PM and automatically route them to voicemail for after-hours and weekends.

Sample Greeting:

Welcome and thank you for call our ABC company. 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 these options.


Extensions:

Maximum length of extension digits: 1

Add Extension. Enter: 1; Select type as “iPlum Number”. Select your iPlum phone number to route the call to iPlum app on your phone.

Add Extension. Enter: 2; Select type as “Main Voicemail”.

Add Extension. Enter: 9; Select type as “Repeat Greeting”.

Additional Steps:

Click “Do Not Disturb” || Select iPlum 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.

Now 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.

Setup business hours when iPlum calls are routing to an external number.

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.

Add Extension. Enter: 1; Select type as “Sequential Multiple Numbers” ; Enter first the external phone number and then your iPlum phone number.

Add Extension. Enter: 2; Select type as “Main Voicemail”.

Add Extension. Enter: 9; Select type as “Repeat Greeting”.

Additional Steps:

Do Not Disturb || Select iPlum 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.

Now during after-hours or weekends when any caller dials your iPlum number, they will hear an Auto Attendant greeting. When the caller presses the extension, it will simply send the call to the iPlum voicemail without going to the external phone number.


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

There are multiple options:

Yes, you can port your existing number into iPlum.

In case you can’t port, 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.


How to transfer calls between extensions?

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 record my iPlum calls?

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 Advanced IVR Settings?

You will normally keep them at their default values.

  • 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?

Voice Network Mode – Incoming

Voice Network Mode – Outgoing

All Q&A