Clevertel Knowledgebase

Name

This is the name of the Voice Menu/IVR you are creating. If you have more than one Voice Menu, choose a name that can be easily identified. E.g. Welcome Voice Menu

Yes

Assign Phone Number

Selecting a number here will route the incoming calls to this Voice Menu.

No

Welcome Greeting

This is the sound file that should be played to the caller. Typically presents the caller with menu options. Company Greetings will be available for selection here or alternatively:

1. Upload a new audio file (3MB file size restriction)

2. Generate a recording using Text to Speech

3. Record audio directly from here

No

Enable extension dialing

Checkbox that allows the caller to enter an extension number from here.

This is generally when adding a playback simlar to “If you know the extension you are trying to reach, please dial it now“.

You will be prompted to select the Branch if you have more than 1 branch configured. See Creating Branches for more information.

No

Menu #

This is the number that you would like the caller to press for this routing option. E.g. Press 1 for the Sales Department.

Yes

Action

This is the action/Routing that should happen when a caller enters this number. The below options are available for selection:

External Number: This will provide you with an option to enter an external number to be contacted such as a mobile number.

User: This will provide you with an option to select a User within your organization. See Users

Voice Menu: This will provide you with a list of existing Voice Menu’s for selection. This is when creating nested Voice Menu (TO DO LINK)

Voicemail: This will provide you with a list of users to select. The voicemail will then be delivered to this users voicemail (Optional: Select or Create a custom voicemail greeting here.)

Call Group: This option will provide you with a list of existing Call Groups for selection.

Yes

Play

This is the audio file that will play back to the caller when they did not make a valid selection or no selection at all. Leave this field unchanged if you do not want to playback any audio to the user at this point.

No

Repeat Scenario

Enter the number of times you would like to repeat this voice menu when the caller did not make a valid selection or no selection at all. This will repeat the Welcome Greeting selected in the Voice Menu and restart the Non-Activity Timeout Counter.

Yes

Ending Action (Play)

This covers the flow of the Voice Menu once the Voice Menu has repeated X times as defined in “Repeat Scenario“ above:

Play: Select or create an audio file to playback to the caller.

No

Ending Action (And)

This includes the action that needs to happen if the:

• Caller has not made a valid input OR

• Caller has made no selection

• The Voice Menu has repeated X times as defined in “Repeat Scenario“ above.

Options to select from:

• Disconnect: Disconnect the call.

• Dial the menu number (The number defined in Menu #). This is the default menu number that you would like to have dialed in this call flow should the user not make a selection.

Yes