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PBX 4.2 Create an IVR

PBX 4.2 Create an IVR Form

  • Open Pengurus PBX > IVR.
  • Pilih Add New IVR.
  • Masukkan IVR Nama.
  • Pilih the greeting the caller hears, using one of three routes:
    • Pilih an existing Audio File from the audio library (see PBX 9.1).
    • Pilih Pilih File to upload an audio file now.
    • Pilih Text To Speech to have the platform speak text you type.
  • For each keypress row, set:
    • Nombor, the digit the caller presses.
    • Route, where that digit sends the call.
    • Kemahiran, the skill required of the agent who takes it (see SUP 5).
    • Pilih Add to insert another keypress row. Pilih Remove Row to delete one.
    • Use the drag control to reorder rows.
    • Pilih Save, or Batal 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 Penyewa > Ejen AI.

An IVR keypress can hand the caller to an AI agent. The AI AGENTS group lists the agents from Penyewa > Ejen AI, 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​

  • Tajuk borang, Add New IVR.
  • IVR Nama field.
  • Audio File selector.
  • Pilih File upload control.
  • Text To Speech option.
  • Keypress rows, each with Nombor, Route and Kemahiran.
  • Drag control on each row.
  • Remove Row control.
  • Add control, inserts another keypress row.
  • Batal button.
  • **Butang Simpan.