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in2pbx allows you to route incoming calls to an Auto Attendant. You can create one or more IVR (Auto Attendant) on the system.
When calls are routed to an IVR, the system will play a recording prompting them what options the callers can enter such as “Welcome to XX, for sales press 1, for Technical Support press 2”.
When users call in the PBX IVR, the users would operate via the IVR prompt. The PBX system has one default IVR prompt, you can change the IVR prompt to your audio file.
If you need to change one audio clip in the IVR prompt frequently. You can divide your IVR prompt into multiple audio clips, and change the desired audio clip when you need to change the IVR prompt.
For example, your IVR prompt is like the following:
” Thank you for calling in2tel. We are currently closed in observance of Holiday Name. We will return on Date. If you got something urgent, please press 1 to contact our support. To leave a voicemail, please press 2.”
The second sentence is what you would change frequently. You can divide the IVR prompt into 3 clips.
Next time, when you want to change the IVR prompt, you can change the desired prompt clip instead of changing the whole IVR prompt.
Users may need to change IVR prompt in an emergency (for example, unable to log in to the PBX in bad weather). in2pbx Cloud PBX allows users to change IVR prompt remotely without logging in to PBX with a computer, and just call in by phone and record a new greeting.
Procedure
Result
Users can dial in IVR, enter the IVR prompt feature code (#9) and password, and follow the voice prompt to record a new IVR prompt on their phones. If the IVR prompt is replaced successfully, the previous voice prompt will be removed, and only the new voice prompt will be retained.
Set the IVR Keypress destination to an external number to route calls from IVR to an external number.
Scenarios
Forward Incoming Calls to an External Number with IVR is typical and important for 24×7 services, such as Doctor Answering Services and IT Support Services.
For Doctor Answering Services
When a patient calls in a hospital IVR, the patient can press a key to reach the external Doctor Answering Service to schedule an appointment or ask health questions and medical questions.
For IT Support Services
When your customers call in your office IVR after hours, you can give them an option to connect to an emergency support line. This emergency support line can be a Maintenance Engineer’s mobile phone number.
Before you begin
Update your IVR prompt that would instruct callers to press a key to the external number.
To update your IVR prompt, you can upload a custom prompt or record a custom prompt.
Procedures
This topic describes how to restrict callers from direct dialling to extensions through an IVR.
Scenarios
An IVR can be used as a simple way to screen and answer incoming calls or direct callers to a specific destination. For the following scenarios, you may need to restrict callers from directly dialling extensions through an IVR.
Scenario 1: Blocking dialling to a boss’s extension
There is an IVR that allows callers to reach all the extensions in your office, but the boss only wants to answer calls forwarded by the secretary.
Scenario 2: Limit dialling to a specific department
There is an IVR specially set up for Sales Department, all the incoming calls to the IVR are expected to be routed to sales personnel.
Procedure
To raise a ticket for in2pbx, please email issue@in2tel.ie.