Premium IVR

Premium IVR lets callers press keypad digits to navigate menus and route themselves to the correct destination. It supports multi-level menus, audio prompts, business schedules, holiday overrides, alerts, webhooks, and Number Manager routing.

Basic setup example

Example: create a main menu where callers press 1 for Sales, 2 for Support, or 0 for reception.

1. Upload a greeting in Premium IVR > Audio Library.
2. Create a Premium IVR named Main Reception IVR.
3. Open the IVR editor.
4. Set Timezone to the business timezone.
5. Set Timeout destination to voicemail or reception.
6. Set Invalid destination to repeat the menu or send the caller to reception.
7. Enable Operator shortcut and set Operator digit to 0.
8. Build a root menu:

• Digit 1 routes to Sales.
• Digit 2 routes to Support.
• Digit 0 routes to Reception.

1. Connect the phone number in Number Manager by selecting Premium IVR as the route.
2. Place a test call and confirm every digit routes correctly.

Creating a Premium IVR

1. Sign in to the Crazytel MyAccount portal.
2. Navigate to Premium IVR.
3. Click Add IVR or Create Premium IVR.
4. Enter the required fields:

• IVR Name: A friendly name, such as Main reception IVR.
• Active on create: Enable if the IVR should be active immediately.

1. Click Create IVR.

After creation, upload greetings, build the menu tree, set routing defaults, and connect a phone number from Number Manager.

General settings

• Active: Enables or disables the IVR. If disabled, inbound calls to the IVR are rejected.
• IVR Name: The display name shown in lists, call history, and routing selectors.
• Timezone: The timezone used for schedules, holidays, and call history interpretation.
• Digit Timeout (ms): How long the IVR waits for caller input before treating the call as a timeout.
• Max Timeout Retries: How many times the IVR can wait again after no input before using the timeout destination.
• Max Invalid Retries: How many invalid keypad entries are allowed before using the invalid destination.
• Repeat Digit: The digit callers can press to replay the current menu.
• Max Menu Depth: The maximum number of nested menu levels callers can enter.
• Barge-in enabled: Allows callers to press a digit while the prompt is still playing.
• Max Call Duration (sec): Maximum time a call can remain in the IVR.
• Max Concurrent Calls: Maximum simultaneous calls allowed through the IVR.

Global destinations

• Timeout destination type: Where calls go when the caller does not choose an option in time.
• Timeout destination: The specific target for the timeout route.
• Invalid destination type: Where calls go after too many invalid keypad entries.
• Invalid destination: The specific target for the invalid route.
• Enable operator key: Enables a shortcut for callers to reach a default operator destination.
• Operator digit: The keypad digit used for the operator shortcut, commonly 0.
• Operator destination type: Where operator shortcut calls are sent.
• Operator destination: The specific target for the operator shortcut.
• Holiday default type: The route used on holiday dates when no per-date holiday route is set.
• Holiday default destination: The specific target for the default holiday route.

Destination routes include Call Forward, CrazyPBX destinations, Premium IVR, Premium Ring Groups, Premium Voicemail, SIP Trunk Devices, SIP Trunk Servers, SIP URI, Time Conditions, Busy, Congestion, and Hang up.

Audio prompts and caller ID

• Invalid Prompt: Audio played when the caller presses an invalid option.
• Timeout Prompt: Audio played when no input is received.
• Goodbye Prompt: Audio played before ending the call.
• Operator Whisper: Optional audio played to the operator before the call connects.
• Outbound Caller ID: Verified caller ID used when the IVR forwards calls.
• Pass caller ID to forwards: Sends the original caller ID to forwarded destinations when supported.

Menu builder

Use Menu Builder to create the root menu and any submenus.

• DTMF digit: The keypad digit for this menu option. Valid values are 0 to 9, *, and #. Each digit must be unique within the menu.
• Action: What happens when the caller presses the digit.
• Route to destination: Sends the caller to a selected destination.
• Enter submenu: Moves the caller into another IVR menu.
• Repeat current menu: Replays the current menu.
• Return to main menu: Sends the caller back to the root menu.
• Return to previous menu: Moves the caller up one menu level.
• Hang up: Ends the call.
• Play announcement then route: Plays audio, then routes the call.
• Play announcement then hang up: Plays audio, then ends the call.
• Destination type: The route type used for route actions.
• Destination: The specific route target.
• Submenu: The submenu used for Enter submenu.
• Announcement audio: Audio used for announcement actions.
• Option enabled: Enables or disables the individual menu option.

Schedule rules

Schedule rules can send callers to alternate menus or direct destinations based on date and time. Rules are evaluated by ascending priority, with lower numbers first. Holiday overrides take precedence over weekday rules.

• Name: A label for the rule.
• Priority: Evaluation order. Lower numbers are checked first.
• Rule Type: Weekday, specific date, date range, or recurring annual.
• Start / End: The date or time window for the rule.
• Days: Weekdays for weekday rules.
• Route mode: Choose a direct route or an alternate menu.
• Destination: The route used when the rule matches.
• Rule enabled: Enables or disables the rule.

Holiday overrides

• Holiday date(s): One or more calendar dates in the IVR timezone.
• Holiday name: A friendly label, such as Christmas Day.
• Routing mode: Either a direct route or an alternate menu.
• Alternate menu: Menu used for the holiday, if routing to a menu.
• Destination Type: Direct route type for the holiday.
• Destination: The specific direct route target.

Alerts and webhooks

• Call completion alerts: Enables call completion notifications.
• Recipient emails: Comma-separated email recipients.
• BCC recipients: Optional blind-copy recipients.
• SMS mobile numbers: Comma-separated mobile numbers for SMS alerts.
• Webhook endpoint URL: HTTPS endpoint that receives IVR lifecycle events.
• Webhook HMAC secret: Write-only secret used to verify webhook signatures.

Connecting a phone number

1. Open Number Manager.
2. Select the phone number that should use the IVR.
3. Set the voice route to Premium IVR.
4. Select the IVR as the destination.
5. Save and place a test call.