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IVRs route calls based on caller input, offering a flexible and automated way to handle incoming calls. This guide provides step-by-step instructions for creating and managing virtual receptionists (IVRs).

This document applies to the following user roles within Omnia:Account Administrator Partner Administrator

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Accessing Virtual Receptionists

  1. Navigate to Virtual Receptionists: Go to the Admin Portal and sign in. Click the Phone System tab to expand it, then select Virtual Receptionists.

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Creating an IVR

  1. Create an IVR:
  • Click Add New.

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General Settings

  1. General Settings:
  • Enable speech detection: Allows callers to speak key options instead of pressing keys.
  • Enter name: Provide a name for the IVR.
  • Enable extension dialing: Allows callers to dial extensions directly.
  • Branch: Select the branch if applicable to assign to the IVR, which helps identify and assist with filtering and sorting.

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Timeout Settings

  1. Timeout Settings:
  • On timeout: Select the destination type and the specific destination for calls that timeout.
  • Add a Destination: Click to configure multiple destinations. Note that this button will only appear based on the selected destination type.
  • Reorder: Use to reorder destinations by clicking and dragging.
  • Delete: Click to remove a destination.
  • Select timeout: Set the timeout duration in seconds.

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Wrong Key Press Settings

  1. Wrong Key Press Settings:
  • If Wrong Key Pressed: Select the destination type and specific destination for calls that press an incorrect key.
  • Add a Destination: Click to configure multiple destinations. Note that this button will only appear based on the selected destination type.
  • Reorder: Use to reorder destinations by clicking and dragging.
  • Delete: Click to remove a destination.

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Loop Settings

  1. Loop Settings:
  • Enable loop on timeout: Enable if you want the system to loop back to the menu on timeout.
  • Enable loop on wrong key: Enable if you want the system to loop back to the menu on a wrong key press.
  • Max loops: Set the maximum number of times the system will loop back to the menu.

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Media Settings

  1. Select Media Files:
  • Navigate to the Media tab.
  • Select the appropriate media files from the dropdown list to be used for the Greeting messages. This will be an already saved file in the media files section of the portal.
  • You can add more than one media file to the greeting. Files play back-to-back in the order they are listed, which is useful when you want an announcement to play after the main greeting without creating a combined recording.
  1. Add a New Media File:
  • Click Add a Mediafile to record or upload a new media file if needed.
  • Use the controls to record or upload the media file. This will open additional options.
  1. Additional Options:
  • Playback: Click to play the media file
  • Press and Hold To Record: Click and hold to record a message.
  • Upload File: Click to add an existing audio file.
  • Cancel Changes: Click to revert to previous settings.
  • Enter a name: Type the name in the Mediafile name field before saving.
  • Save Changes: Click to save the recorded or uploaded file. This media file will now be available to choose from and select in the dropdown.

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Key Press Options

  1. Configure Key Press Destinations:
  • Navigate to the Key Press Options tab.
  • For each key (0-9, *, #), select the destination type and specific destination.
  • Use the Add a destination button to configure multiple destinations.
  • Reorder: Use to reorder destinations by clicking and dragging.
  • Delete: Click to remove a destination.

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Saving an IVR

  1. Save IVR:
  • Click Save.
  • Click Yes to confirm.

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Editing an IVR

  1. Edit an IVR:
  • Click on the IVR you want to edit or click the Edit button next to it.
  • Make your edits.
  • Click Save.
  • Click Yes to confirm and save your changes.

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Deleting an IVR

  1. Delete an IVR:
  • Click the Delete button next to the IVR.
  • Confirm the deletion by clicking Yes.

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Search, Sort, and Export Virtual Receptionists

  1. Search, Sort, and Export Virtual Receptionists:
  • Search Bar: Quickly find specific items by typing the name or a keyword in the search field. The system will filter the list based on your search input, displaying the relevant results.
  • Sort: Click the sort icons next to column headers to arrange items in ascending or descending order.
  • Export Button: Click the Export button next to the search field. The system will download a list of the items in CSV format.