Interactive Voice Response Line Configuration

Interactive Voice Response Lines route inbound calls to landlines, mobiles, sat phones, or other Connect Rocket lines based on a keypad input by the caller. Follow the steps below to set up an Interactive Voice Line.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Select Phone Lines from the left-hand page navigation.

Step 3

From the Phone Lines page, click on the phone number that you wish to configure.

Step 4

Next, choose the line type. You can opt for Workflow, Message, Direct Connect, Cascade Connect or Interactive Voice. For this article, we will choose the Interactive Voice option. Once selected, click Next.

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. If you're editing an already configured phone line, you can make any needed updates to the name and description.

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.

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, configure the options that will be provided to the inbound caller.

1. Select a digit for the IVR option that you are configuring. This will be the digit the inbound caller pushes on their telephone keypad to select this option.
2. Add the associated text that explains to the caller what selecting this option will do.
3. Enter 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 1 to speak with a spill response coordinator."

Pressing '1' on there telephone keypad will forward their call to the phone number that you enter.

Step 8

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

1. Your phone line name.
2. Line type set and identified.

If you need to make changes to the phone line or call flow, simply click the 'pencil' icon.