SIP Trunk IVR / Auto-attendant

This guide covers SIP Trunk IVRs/Auto-attendants. If you are using CRAZYPBX, _this is not the right guide._

Overview

Auto-attendants/IVRs are interactive menus that prompt a caller for keypad input. IVR menus allow callers to navigate to specific destinations without interacting with a receptionist.

Creating an IVR / Auto-attendant for SIP Trunks

This guide assumes you have at least one destination configured on your account -- a SIP Trunk, Voicemail box, or a call forwarding destination.

1. Sign in to your Crazytel Customer Portal and navigate to Features.

1. Click Auto attendant, then click Add New Auto Attendant at the top-right

1. Fill out the Add Auto Atendant page, using the following information as a guide:

a. Name: A human readable name that gives some understanding of what the IVR does (IE, "Sales/Accounts IVR")

b. Greeting: Select a greeting from the drop-down - if you don't have any options, don't worry. We'll come back to this step later in the article.

c. Timeout: How long the caller has to make a selection before the Timeout Route is activated

d. Timeout Route: Where the call goes if the caller doesn't choose an option in time. (Hangup, or a voicemail box is recommended)

e. Timeout Destination: If you have multiple destinations for your time out route, you'll need to select which one to use here.

1. Set the Digit a customer should press (IE, 0-9, #, *)

1. Set the Route the call should take when the caller presses this digit:

• Hangup: Terminate the call immediately
• Repeat Options: Repeat all the options again, or play the selected audio file again
• Device: A single SIP Trunk linked device (IE, Crazyphone application, physical phone, softphone)
• Ring Group: A Ring Group containing multiple destinations (SIP Trunks, or Call Forward destinations)
• Call Forward: (Call forwarding charges apply.) Call forward the call to a different number. Call forwarding destinations must include the country code (IE, 0411 222 333 as 61411222333).
• Voicemail: Send the call straight to voicemail.
• Auto Attendant: Send the call to another Auto Attendant. This is useful if you're building a complex menu system.
• Announcement: Send the call to an announcement to play a specific message. Announcements can send calls to other destinations in turn.
• Time Switch: Send the call through a logical route controller that routes calls based on the time of day
• CrazyPBX: _(not recommended)_ Send a call to a CrazyPBX destination. This should be done using a CrazyPBX IVR/Auto attendant.

1. Enter a Description for this option. This is spoken aloud to the caller if no greeting file is set.

1. *(optional)* Add another destination so multiple routes are presented to the caller

Presenting options to the caller

SIP Trunk IVRs can present menu options to callers in 1 ways:

1. Based on the description field in the IVR, if no greeting audio is set

1. By playing the greeting audio set in the IVR

To upload a Greeting audio, you will need a .wav audio file. If your recording is not currently a .wav audio file, you can use an online conversion tool like www.g711.org to convert the file for free. Crazytel uses this service internally for file conversion.

With your .wav file, complete the following steps:

1. Sign in to the Crazytel Customer Portal and navigate to Features > Greetings

1. Click Upload Greeting

1. Enter a logical nickname for the greeting (IE, "Main IVR prompt. Sales/accounts/complaints"). This will allow you to identify the correct audio file at a glance if you have multiple audio files.

1. Click the Choose file button and upload the .wav file

1. Click Submit to upload the audio file to Crazytel's servers

1. Navigate to Features > Auto Attendant and click Edit under the Auto Attendant you want to update the audio file for

1. Select the newly-uploaded audio file in the Greetings drop-down on the top-right of the page

1. Save changes

Using your SIP Trunk Auto Attendant

Crazytel's call flow system is modular. Auto Attendants can be used as destinations for any of the following features/route controls:

• Direct from a DID/Number
• Other Auto Attendants
• Time Switches
• Announcements

To set the Auto Attendant as the destination for any of the last 3 options, you will need to locate the parent option and update a route to point to your new Auto Attendant.

To se the Auto Attendant as the destination for a DID/Number, complete the following.

1. Ensure your Auto Attendant exists by checking Features > Auto Attendant. If nothing is present, create a new Auto Attendant

1. Locate the number you wish to route to the Auto Attendant:

a. On the White Background portal, navigate to Number Management > My numbers

b. Click the red phone number you wish to update OR click the check-box next to multiple numbers you wish to edit, then click Edit Selected

1. On the Edit DID page, locate the Routing Settings secton

1. Set the Type of Forwarding drop-down to Auto Attendant

1. Set the Forwarding Destination to your Auto Attendant's name

1. Scroll to the bottom of the page, and Save

1. Wait 60 seconds for your changes to update across Crazytel, and test the IVR works by calling the number

If your IVR doesn't work:

1. Check the audio file has been set correctly, and was uploaded using a .wav file. Reupload a new copy of the audio file and re-set the Auto Attendant's Greeting drop-down accordingly

1. Check any Call Forward destinations are entered correctly (61X for Australian destinations, or 0011countrycode for international destinations)

1. Confirm any SIP Trunk destinations are online/registered. If the Auto Attendant cannot reach a SIP Trunk destination, the call will time out and end.

1. Check the Auto Attendant has a valid destination for the digit, and a valid digit. Typos happen - Auto Attendants can only process 1 digit entries, not 2 digit numbers