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PBX 4.2 Create an IVR

PBX 4.2 Create an IVR Form

  • Open PBX Manager > IVR.
  • Select Add New IVR.
  • Enter the IVR Name.
  • Choose the greeting the caller hears, using one of three routes:
    • Select an existing Audio File from the audio library (see PBX 9.1).
    • Select Choose File to upload an audio file now.
    • Select Text To Speech to have the platform speak text you type.
  • For each keypress row, set:
    • Number, the digit the caller presses.
    • Route, where that digit sends the call.
    • Skills, the skill required of the agent who takes it (see SUP 5).
    • Select Add to insert another keypress row. Select Remove Row to delete one.
    • Use the drag control to reorder rows.
    • Select Save, or Cancel to discard.

The Route dropdown is grouped, and the groups tell you what an IVR can reach:

GroupContains
USERSIndividual tenant users.
GROUPSPBX groups (see PBX 3).
AI AGENTSThe AI agents configured in Tenant > AI Agent.

An IVR keypress can hand the caller to an AI agent. The AI AGENTS group lists the agents from Tenant > AI Agent, so "press 3 to describe your problem" can route into a conversational agent rather than a person. This is the one place the two modules connect, and neither chapter mentions the other. Build the agent first, then point the keypress at it.

Build the destinations before the menu. Every Route value is a user, group or AI agent that must already exist. Create the group (PBX 3.3), the AI agent and the skills (SUP 5.2) first, then build the IVR that points at them, or you will be reopening this form for every option.

Record the menu you built. Keep the digit-to-destination map outside the product, in your own runbook. It is the first thing anyone needs when a caller reports reaching the wrong department, and reading it back off this form one row at a time is slow.

Figure key, Add New IVR form​

  • Form title, Add New IVR.
  • IVR Name field.
  • Audio File selector.
  • Choose File upload control.
  • Text To Speech option.
  • Keypress rows, each with Number, Route and Skills.
  • Drag control on each row.
  • Remove Row control.
  • Add control, inserts another keypress row.
  • Cancel button.
  • Save button.