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IVR - Automated Attendant
What is an IVR?
Can I transfer a call when using the IVR?
Are Calling Queue's currently supported with the IVR Feature?
Is "Music on Hold" supported and if/so can I choose the audio file that plays?
What audio file formats are supported for upload with the IVR Feature?
Can I dial-in by phone to record my own custom audio prompts for the IVR Feature?
I received the follow error when trying to upload custom audio files to my IVR: "We're sorry the ability to upload Custom Audio Files is ONLY available for accounts with PAID Services". What services are considered to be PAID Services?
How do I configure the Announcement Audio on my IVR?
How do I configure the Menu Audio on my IVR?
I am configuring an IVR, what is the "Timeout" Setting for?
I am configuring an IVR, what is the "Repeat on error" Setting for?
I am configuring an IVR, what is the "Last Route" setting for?
Is DTMF Key-Prompt Routing supported in conjunction with the "Announcement Audio" message?
What happens if a caller to my IVR enters an Invalid DTMF Prompt while the "Menu Audio" recording is playing?
If I delete an IVR from my account, will the Call Treatment or DID Forwarding Rules that are associated with the IVR be deleted as well?
When using the IVR Feature, are my calls billed from the time that they initially connect to the IVR?
Can I configure Multiple IVR's on a single account?
How do I perform a blind/unattended transfer?
How do I perform an attended transfer?




What is an IVR?
Also known as an Interactive Voice Response System or Automated Attendant. By configuring an IVR on your account, inbound callers will be connected to a Audio Menu Message which will provide them with options to have their calls routed to specific destinations based on DTMF Key Prompts that they enter on their phone (i.e - "Press 1" for Sales, "Press 2" for Marketing, etc...).

By default we provide Generic Recordings that you can use to get started with our IVR Feature, regardless if you are using a Free or Paid Callcentric Account. Additionally, customers with Paid Accounts have the option to upload their own custom audio files in either the ".mp3" or ".wav" formats (for files up to 1024kb (1.0 mb) in size).
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Can I transfer a call when using the IVR?
Yes you can. When you have received a call through an IVR you may use either a blind/unattended transfer (**2) or an attended transfer (**1).

Call transfer will work from any destination that receives a call through the IVR. For example if your IVR is set to deliver calls to a mobile or landline phone then that phone/user can initiate a transfer. Transfers cannot be initiated by the calling party.
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Are Calling Queue's currently supported with the IVR Feature?
Yes, Calling Queue's are supported in conjunction with our IVR Feature. The option to configure Calling Queue's for specific extensions in your IVR is located within the "Keys Pressed" section of the IVR Configuration Page within the MyCallcentric Portal.
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Is "Music on Hold" supported and if/so can I choose the audio file that plays?
Yes, "Music on Hold" is supported by default on all account as part of our IVR Feature. Unfortunately, the "Music on Hold" audio cannot currently be changed/updated on a per-user basis.
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What audio file formats are supported for upload with the IVR Feature?
Both the ".wav" and ".mp3" formats are supported for files up to 1MB in size.

**IMPORTANT- Please note that the ability to upload custom audio files is ONLY ENABLED FOR ACCOUNTS WITH PAID SERVICES. If you do not have any paid services on your account, you can ONLY use the "default" recordings that we have provided.
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Can I dial-in by phone to record my own custom audio prompts for the IVR Feature?
No. If you would like to use your own custom audio prompts with the IVR Feature, you will need to upload the prompts via the IVR Interface within the My Callcentric Account Portal.

For custom audio prompts we currently support both the ".wav" and ".mp3" audio file formats; for files up to 1024kb (1.0 mb) in size.
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I received the follow error when trying to upload custom audio files to my IVR: "We're sorry the ability to upload Custom Audio Files is ONLY available for accounts with PAID Services". What services are considered to be PAID Services?
PAID SERVICES are defined as any of our services that either have a Monthly Recurring Charge or require monetary funding. The following products are all considered to be PAID SERVICES:

Inbound Products- Pay-Per Minute DIDs, Dirt Cheap DIDs, Personal Unlimited DIDs, Office Unlimited DIDs, Toll-Free DIDs, International Unlimited DIDs, Service Provider Unlimited DIDs

Outbound Products- Pay-Per Call, North America 500, North America 1000, North America Residential, World Select Residential

Emergency Services- 911/E911
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How do I configure the Announcement Audio on my IVR?
"Announcement Audio" is SOLELY for playing NON-INTERACTIVE greetings and/or specific messages to callers to your IVR or a specific extension. Please note that "DTMF Key-Prompt Routing" IS NOT supported in conjunction with the "Announcement Audio" message.

The "Announcement Audio" message can be used in the following two ways:

1) The "Announcement Audio" message can be used in conjunction with the "Menu Audio" message to greet incoming callers to your IVR and route their calls accordingly. IF used in conjunction with the "Menu Audio" message; callers can bypass the "Announcement Audio" message and go directly to the "Menu Audio" menu options by pressing any key on their phone.

2) The "Announcement Audio" message can be used as a stand-alone recoding to provide incoming callers (to a specific extension) with a specific message/announcement prior to their calls either being sent to the "Last Route" setting (if configured) or disconnected.

IMPORTANT NOTE: The Announcement Audio Files will play sequentially in the order that you list them within the IVR Configuration Interface of the My Callcentric Portal. The file listed on the top will play first and all of the remaining files will play in the order they are listed until ALL of the files have been played once.
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How do I configure the Menu Audio on my IVR?
"Menu Audio" is for playing an interactive announcement to callers who dial into your IVR(s). When the "Menu Audio" recording is played, callers will have their calls routed in accordance with the DTMF Key Prompts that they enter (I.E - "press 1" to reach sales, "press 2" to reach support, etc).

IMPORTANT NOTE: "Menu Audio" Files will play sequentially in the order that you list them within the IVR Configuration Interface of the My Callcentric Portal. The file listed on the top will play first and all of the remaining files will play in the order they are listed until ALL of the files have been played once.
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I am configuring an IVR, what is the "Timeout" Setting for?
This is the maximum amount of time (in seconds) that is allowed for a caller to your IVR to enter a choice after the recording (IVR Menu Audio) is finished playing.

You can set the Timeout Interval to any value from "0-99" seconds.
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I am configuring an IVR, what is the "Repeat on error" Setting for?
This option allows you to set how many times your "Menu Audio" prompt will replay in the event that a caller to your IVR either does not enter a response prior to the "Timeout" period expiring OR if they enter an invalid prompt.

IF the caller fails to enter a valid prompt AND the maximum amount of "repeat on error" instances has been reached, THEN the caller will either have their call routed in accordance with your "Last Route IVR Setting" (if configured) or disconnected.
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I am configuring an IVR, what is the "Last Route" setting for?
This is the last destination in your IVR Call Flow. When the "Last Route" is configured, IF an incoming call is unable to connect (to an extension, voicemail, etc); THEN by default the call will be routed in accordance with your "Last Route" setting.

If the "Last Route" setting IS NOT configured, incoming calls which are unable to connect (to an extension, voicemail, etc) will be disconnected.
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Is DTMF Key-Prompt Routing supported in conjunction with the "Announcement Audio" message?
No, "DTMF Key-Prompt Routing" to specific extensions/call flows/destinations IS NOT supported in conjunction with the "Announcement Audio" message.

IF you have configured a "Announcement Audio" message to be used in conjunction with "Menu Audio" message(s); callers can bypass the "Announcement Audio" message and go directly to the "Menu Audio" menu options by pressing any key on their phone.
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What happens if a caller to my IVR enters an Invalid DTMF Prompt while the "Menu Audio" recording is playing?
Depending on your specific configuration one of the following will occur:

-The "Menu Audio" message will replay itself (if you have the "Repeat on Error IVR Setting", set from 1-3)
-The caller will be routed in accordance with your "Last Route IVR Setting" OR if you have not configured a "Last Route IVR Setting" the call will be disconnected
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If I delete an IVR from my account, will the Call Treatment or DID Forwarding Rules that are associated with the IVR be deleted as well?
YES, if you delete an IVR that you had previously configured on your account; ALL of the "Call Treatment" and "DID Forwarding" Rules that are associated with that IVR will also be deleted as well.
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When using the IVR Feature, are my calls billed from the time that they initially connect to the IVR?
If you activate the IVR Feature on your account and an inbound call connects to the IVR that you have created; then the call will be metered/billed according to the service you receive the call under. For Pay-Per Minute and Toll-Free DIDs you will be billed in-line with the per minute rate for either product. For Dirt Cheap DIDs, Personal Unlimited DIDs, Office Unlimited DIDs, International Unlimited DIDs, and Service Provider DIDs there is no extra charge.

Why are you billed?: You are billed because the system needs to connect the call in order to determine which number was entered. We cannot provide this feature without the call actually being connected.

Remember you will ONLY incur per minute charges when using this feature with a Pay-Per Minute or Toll-Free DID.

If you have more questions about billing, please open a trouble ticket on your account.
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Can I configure Multiple IVR's on a single account?
Yes, you can configure Multiple IVR's on a single account.
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How do I perform a blind/unattended transfer?
A blind transfer is used when the called party does not wish to verify whether the destination being transferred to is available. This may be desirable if the transfer is to another IVR or someone who is certain to be available.

To perform a blind/unattended transfer:
  1. The person who receives the call through the IVR dials **2
  2. This user will hear a prompt at which time they will enter the number they wish to transfer to and then press #
  3. The IVR will disconnect the call and transfer the original caller to the destination


**Important Note for customers routing calls to their IVR via our Call Treatments Feature: To prevent having your attended/blind transferred calls from potentially "looping" back within your IVR; in the "Called number" field under Call Treatments please ONLY choose one of the following options:

Called Number - "Any Non-Extension Numbers"
Called Number - "This number:"
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How do I perform an attended transfer?
An attended transfer is used when the called party wishes to make sure that the caller is connected to the transferred destination. This is the most courteous way of transferring and ensures that the caller reaches their destination.

To perform a attended transfer:
  1. The person who receives the call through the IVR dials **1
  2. This user will hear a prompt at which time they will enter the number they wish to transfer to and then press #
  3. The IVR will connect the call at which point the called party can disconnect
  4. After disconnecting the caller will be connected to the transferred destination


**Important Note for customers routing calls to their IVR via our Call Treatments Feature: To prevent having your attended/blind transferred calls from potentially "looping" back within your IVR; in the "Called number" field under Call Treatments please ONLY choose one of the following options:

Called Number - "Any Non-Extension Numbers"
Called Number - "This number:"
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