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PBX 4.2 Create an IVR

PBX 4.2 Create an IVR Form

  • Open Gestor PBX > IVR.
  • Seleccione Add New IVR.
  • Ingrese el IVR Nombre.
  • Elija the greeting the caller hears, using one of three routes:
    • Seleccione an existing Audio File from the audio library (see PBX 9.1).
    • Seleccione Elija File to upload an audio file now.
    • Seleccione Text To Speech to have the platform speak text you type.
  • For each keypress row, set:
    • Números, the digit the caller presses.
    • Route, where that digit sends the call.
    • Habilidades, the skill required of the agent who takes it (see SUP 5).
    • Seleccione Add to insert another keypress row. Seleccione Remove Row to delete one.
    • Use the drag control to reorder rows.
    • Seleccione Save, or Cancelar 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 Inquilino > Agente de IA.

An IVR keypress can hand the caller to an AI agent. The AI AGENTS group lists the agents from Inquilino > Agente de IA, 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​

  • Título del formulario, Add New IVR.
  • IVR Nombre field.
  • Audio File selector.
  • Elija File upload control.
  • Text To Speech option.
  • Keypress rows, each with Números, Route and Habilidades.
  • Drag control on each row.
  • Remove Row control.
  • Add control, inserts another keypress row.
  • Cancelar button.
  • **Botón Guardar.