IVR – Visual Editor Guide & Frequently Asked Questions | AT&T Office@Hand
Article #7792

To access the Visual IVR Editor, you need to log-in as an Administrator.

1. Click on Phone System > Auto-Receptionist > IVR Editor.

   

2. Click on Launch Visual Editor.

   

   Note: If this is your first time accessing the feature, you may see a short interactive demo. The interactive demo will guide you in navigating the Visual IVR Editor.

The Visual IVR Editor interface lets you create and edit new menus. You also have the option to open and edit existing menus through one of the top menu icons. To create a new menu, simply click the    Phone Icon phone icon. This will automatically generate a menu with a preset extension which can be customized later.

Note: You can create your IVR Menu and prompts even when your Multi-IVR Menu is disabled. To activate your Multi-Level IVR menu for callers, configure your Auto-Receptionist settings to set your IVR mode to Multi-Level.

To preview Existing Menus, click the Folder icon on the top left corner of the Visual IVR Editor interface. This will bring up a list of existing menus.

Note: Clicking on an IVR Menu on the list will show you its preview on the right pane. To edit your selected menu, click on Open.

To add links to your IVR Menu, hover your mouse over the Menu and click on the Plus icon.

This will expand to show a list of links that you can add. The following links can be added to an IVR Menu:

• New Menu – create a new menu. The extension and name will be auto-generated but can be edited.
• Existing Menu – use an existing menu. The list of menus will open on the left-hand part of the page. Click on the desired menu to preview it then click the Use button to link it.
• External Transfer – transfer the caller to an external number. Specify the phone number where you want the calls to be transferred to.
• Directory – transfers the call to the Dial-by-Name Directory menu.
• Voicemail – sends callers to an extension’s voicemail where they can leave a message.
• Extension – sends callers to a specified extension. This can be for a group or a user.

Note: After adding links to your menu, the editor will automatically assign the key presses. These can be changed by directly clicking on the number.

Menus can be customized for better organization and functionality. Refer to the following instructions for menu customization tips.

To begin, hover over an existing Menu in the Visual IVR Editor and click on the ○○○  button. On the drop down, click Settings.

• IVR Menu Name – this is the name of the IVR menu. It is recommended to change it according to how the menu is used (e.g. Support Menu).
• IVR Extension Number – this is your IVR menu’s unique extension number. This is automatically generated after you create an IVR Menu, which you can change after.
• Use Text To Speech – check this box to enable use of a text-to-speech prompt.
• Enter Text – this is the text that will be read by the text-to-speech prompt. This field is optional if you use an audio prompt.
• Generic Key Presses – this lets you change how the # and * keys function for the menu. You can also change what happens when the caller does no action after the audio prompt has been played 3 times.

Linked items can be removed directly from the Visual IVR Editor. This can be done by clicking the item’s Trash icon (Click … then trash for menus).

Note: Deleting a Menu in the IVR Visual Editor does not remove it from your account. It merely removes it from the current workspace. To fully remove a menu from your account, you will need to manually delete the IVR menu from your online account.

IVR menus can be easily duplicated and placed under other menus. This is especially useful if you’re managing bigger IVR menu trees across several departments that require similar menu options. To illustrate this, here is an example.

In this scenario, the Denver and S.Mateo offices share the same Sales call queue. In this case, the Sales IVR menu (1005) under Denver (1003) needs to be copied under the S.Mateo IVR menu (1004).

1. Hover over the Sales IVR menu, then click Duplicate.

   

2. This will duplicate the Sales IVR Menu and allow you to drag it to a different menu. In this case, we will drag it under the S.Mateo IVR menu.

   

3. A prompt shows up asking if we’d like to link the menus. Since both Sales call queues needs to be directly identical, we’ll click Create Linked Copy.

   

   Note: On this menu, clicking Yes essentially duplicates the Sales IVR menu (1005) to under the S.Mateo IVR menu under the same extension number (1005). Any edits to the IVR menu’s properties such as prompts, extension number, etc. will affect the Sales menus under both S.Mateo and Denver.

   Clicking No, on the other hand, will create a separate instance of the Sales IVR menu under a different extension number. This allows you to edit the Sales IVR menus independently.

To ensure your Multi-Level IVR tree is working properly, you can use the Validate option. This runs a full scan on your menus and attempts to locate any issues that may cause malfunction. You will be required to fix errors before you can save your work.

To avoid errors, ensure all fields are filled and that extensions for your IVR menus are unique.

Saving Changes

Once you’re done creating your menu tree, click the Save icon. You can test your setup by calling your main number and dialing your main IVR extension.