Configure Interactive Voice Response Phone Line

Interactive Voice Response, or IVR phone lines, allow inbound callers to interact with our system using their telephone keypad. Calls can be routed to landlines, sat phones, mobile numbers, or even other Connect Rocket phone lines, ensuring a seamless experience.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Navigate to Lines & Workflows via the profile menu.

Step 3

From the Lines & Workflows section, click on the phone line that you wish to configure.

Step 4

Next, choose the line type. You can opt for Multi-Workflow, Single-Workflow, Direct Connect, Cascade Connect or Interactive Voice. For this article, we will choose the Interactive Voice option. Once selected, click Next. If you need assistance with Phone Line configuration, please book a training session and we'll be happy to help.

Step 5

If you're setting your phone line up for the first time, you will now be prompted to name your phone line. You can optionally provide a description for the phone line. When done, click Next.

Step 6

The phone line greeting is what your caller will hear when they call your phone number before they hear the IVR options from which they can choose. You can use the default greeting or opt to record a custom greeting that provides additional information.

To set a custom greeting, decide how you would like to add a greeting. There are 3 available options for adding a greeting:

1. Create a new greeting using text-to-voice. If opting for this method of adding a greeting, you'll be prompted to type your greeting as text. We will then run the text through a text-to-speech engine and allow you to preview your greeting before assigning it to the phone line.
2. Record a new greeting. In this instance, you'll be asked to provide a direct phone number where you can be called. The application will phone you and provide step-by-step instructions on how to record, preview and save your greeting.
3. Upload an audio file. If selecting this option, you will be able to upload a pre-recorded audio file for use as a greeting on your phone line.

Choose the method you'd like to use, follow the provided instructions and finish by assigning the desired greeting to the phone line. Once done, you can click the 'play' button to verify that the correct greeting has been installed.

Step 7

Click 'Add Option' to begin adding IVR options to the phone line.

In the Spoken IVR Option field, enter the copy required to create the audible text that a caller will hear. The copy you enter will be run through a text-to-speech engine and will be prefixed with "Press [#] to"... The '#' value will correspond with the value you select in the next field. 

Under Assigned Digit choose the number that you would like the caller to press if choosing this option.

Forward Call To is the phone number that the call will be routed to once the option is selected. Enter the Area Code and Local Dialling Number (10-digits total). When done, click Create.

In this example, an individual calling this IVR line will hear; "Press 3 to speak with Logistics."

Repeat the process to add any additional IVR options that you would like. You can add a total of 10 IVR options which a caller can select from.

Step 8

Once you have added all of your desired options, your IVR Line has been successfully configured. You can now return to the Lines & Workflows page and you will see:

1. Updated line name.
2. Line type set and identified.

If you wish to create add or edit your IVR options for this phone line, simply click the 'pencil' icon. and follow Step 7above.