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PBX 4.2 Create an SVI (SVI (IVR))

PBX 4.2 Create an SVI (SVI (IVR)) Form

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

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

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

An SVI (SVI (IVR)) keypress can hand the caller to an AI agent. The AI AGENTS group lists the agents from Locataire > Agent 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 SVI (SVI (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 SVI (SVI (IVR)) form​

  • Titre du formulaire, Add New SVI (SVI (IVR)).
  • SVI (SVI (IVR)) Nom field.
  • Audio File selector.
  • Choisissez File upload control.
  • Text To Speech option.
  • Keypress rows, each with Numéros, Route and Compétences.
  • Drag control on each row.
  • Remove Row control.
  • Add control, inserts another keypress row.
  • Annuler button.
  • **Bouton Enregistrer.