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Setting up the Multi-level IVR via Online Account
Article #6987

How do I set up the company’s Multi-level IVR?

The AT&T Office@Hand Multi-level IVR is a hierarchical menu structure that expands the capability of the Auto-Receptionist feature. It lets you add up to 250 IVR Menus, enabling your company to deploy a more sophisticated auto-receptionist menu to handle a large volume of incoming calls. Calls to your company number can be connected to a top-level IVR menu which can be configured to connect to additional IVR menus or other system extensions.

Availability

The Multi-level IVR feature is available to Office@Hand Premium and Enterprise plans.

Administrators can set up the company’s Multi-level IVR by following the steps below:

  1. Access the Auto-Receptionist menu.
  2. Add an IVR Menu.
  3. Set up an Audio Prompt for an IVR Menu.
  4. Add a Key Press Assignment to an IVR Menu.
  5. Switch to Multi-Level IVR.
    IMPORTANT:  An IVR menu needs to be added first before you can switch to Multi-level IVR.
  6. General IVR Settings.
  7. Validate your Multi-level IVR.

Other IVR Menu Topics

Add a Direct Number to an IVR Menu 
Edit an IVR Menu’s Information  
Remove an IVR Menu 
Upload and Record Audio Recordings to the Prompt Library

Note: Check Office@Hand: Configuring your IVR Settings using an XML Editor to learn about the XML Editor.

Accessing the Auto-Receptionist menu

  1. Log in as an Administrator to your Office@Hand online account.
  2. Go to the Phone System on the Admin Portal.

    Go to the Phone System on the Admin Portal.

  3.  Under Phone System, click Auto-Receptionist.

    Under Phone System, click Auto-Receptionist.

  4. Click any of the 4 Auto-Receptionist menus: General Settings, IVR Menus, IVR Editor, or Prompts Library.

    Click any of the 4 Auto-Receptionist menus: General Settings, IVR Menus, IVR Editor, or Prompts Library.

Adding an IVR Menu

Before you can switch your company call handling to Multi-Level IVR, you must first add and set up your IVR Menu. To add an IVR Menu, follow the steps below:

  1. Access the Auto-Receptionist menu.
  2. Click IVR Menus.

    Click IVR Menus.

  3. Click the New IVR Menu button.

    Click the New IVR Menu button.

  4. Specify the Extension Number and the Extension Name.
    Click Save.

    Specify the Extension Number and the Extension Name. Click Save.

Setting up an Audio Prompt for an IVR Menu

After creating an IVR Menu, you would need to set up an Audio Prompt to guide your callers on what keys to press. You can set up your IVR Menu Audio Prompt in 2 ways:

Creating a Custom Audio Prompt – Upload a pre-recorded prompt for your IVR Menu.
Creating a Text-to-Speech Prompt – You can type the prompts and Office@Hand’s automated system will read the prompts for your callers.

Create a Custom Audio Prompt

Before you can select an Audio Prompt, you must first upload or record an Audio Prompt and save it to your account. After you’ve saved your Audio Prompt, then you can start setting up the prompts on your IVR Menu.

  1. Click the IVR menu that needs to be modified on the list. 

    Click the IVR menu that needs to be modified on the list.

  2. Click Prompt.

    Click Prompt

    Note: If the prompt you are looking for is not on the list or if you do not have a prompt saved yet, go to Uploading or Recording an Audio Prompt for an IVR Menu for steps in uploading your Audio Prompt.

  3. Since Audio is automatically displayed, click Select

    Since Audio is automatically displayed, click Select.

  4. Select a prompt from the library, then click Select

    Select a prompt from the library, then click Select.

  5. Preview the audio prompt. 

    Click Select to choose a different prompt from the library. 

    Otherwise, click Save

    Preview the audio prompt. Click Save.

Creating a Text-to-Speech Prompt

  1. Click the IVR menu that needs to be modified on the list. 

    Click the IVR menu that needs to be modified on the list.

  2. Click Prompt

    Click Prompt

  3. Select Text to speech.​

    Select Text to speech.

  4. Type the greeting in the space provided.

    Click Save when finished.​

    Type the greeting in the space provided. Click Save when finished.

Adding a Key Press Assignment to an IVR Menu

  1. Click the IVR menu that needs to be modified on the list.

    Click the IVR menu that needs to be modified on the list.
     

  2. Click Key Presses.

    Click Key Presses.
     

  3. Click Add Key.

    Click Add Key.

  4. Select a Key press from the drop-down menu.
    Note: You can only use a key press once for every menu.

    Select a Key press from the drop-down menu.

  5. A caller can press the numbers 0 to 9 in the IVR Menu. Specify where the call goes when the number indicated in Key press is selected by the caller.

    Select an Action:

    Connect to – connects the caller to the specified extension. You can choose any extension including IVR menus, users, and call groups.

    Transfer to voicemail of – connects the caller to the extension’s voicemail prompt. Make sure to set up the extension’s voicemail settings accordingly.

    Connect to dial-by-name directory – connects the caller to the dial-by-name directory.

    External Transfer – connects the caller to a specified external number.

    A caller can press the numbers 0 to 9 in the IVR Menu. Specify where the call goes when the number indicated in Key press is selected by the caller.

  6. Select an extension, then click Save.

    Repeat steps 1-3 with each key press assignment.

    Select an extension, then click Save.

Switching to Multi-Level IVR

As an option, you can change your Auto-Receptionist from single-level to a multi-level IVR to serve users at multiple locations or to provide callers with multi-lingual menus. However, you will need to reset you call handling settings since the current call handling settings will be discarded.

IMPORTANT: The IVR configuration needs to be validated and tested to ensure the routing and prompts in a root menu work well before connecting them to the Auto-Receptionist.

Note: Before you can switch to Multi-Level IVR, you must first add an IVR Menu.

To switch from Single Level IVR to Multi-Level IVR, follow the steps below:

  1. Access the Auto-Receptionist menu.
  2. Click the Single level drop-down, then select Multi-level

    Click the Single level drop-down, then select Multi-level.

  3. Check the box to acknowledge, then click Continue.

    Check the box to acknowledge, then click Continue.

  4. Select the top level IVR Menu where you want to connect your company calls to, then click Save.

    Select the top level IVR Menu where you want to connect your company calls to, then click Save.

General IVR Settings

This section allows you to configure General Navigation Keys for your Multi-Level IVR.

  1. Access the Auto-Receptionist menu.
  2. Click IVR Settings.

    Click IVR Settings.

  3. Under the General IVR Settings, you can configure the actions for general navigation keys.

    Under the General IVR Settings, you can configure the actions for general navigation keys.

    The following options can be configured under this section:

    • Press #
    • Press *
    • If caller enters no action after the prompt has played 3 times

    Press # 

    The action selected in this section becomes the behavior when callers press # (hash/pound):

    • Repeat menu greeting
    • Return to root menu
    • Return to previous menu

    The action selected in this section becomes the behavior when callers press # (hash/pound)

    Press *

    The action selected in this section becomes the behavior when callers press * (star/asterisk):

    • Repeat menu greeting
    • Return to root menu
    • Return to previous menu

    The action selected in this section becomes the behavior when callers press * (star/asterisk):

    If caller enters no action after the prompt has played 3 times

    The caller can either be disconnected or connected to an extension if no action was entered after the prompt has played.

    • Disconnect the call

    The call will be disconnected if the caller enters no action after the prompt played 3 times.

    • Connect to extension

    The caller will be routed to the extension that you specified if the caller enters no action after the prompt played 3 times.

    The caller will be routed to the extension that you specified if the caller enters no action after the prompt played 3 times.

Validate your Multi-Level IVR

Validate your Multi-level IVR Validate Menus to know if your IVR settings contain errors with the configuration.

  1. Access the Auto-Receptionist menu.
  2. Click the IVR menus tab.

    Click the IVR menus tab.

  3. Click Validate Menus.

    Click Validate Menus.

  4. If there were errors found, you will see a screen similar to the image below.

    Click Close.

    If there were errors found, you will see a screen similar to the image below. Click Close.

Adding a Direct Number to an IVR Menu

 

Follow the steps below if you need to add a direct number to an IVR menu.

Note: Adding a Direct number to your IVR menu is optional.

  1. Access the Auto-Receptionist menu.
  2. Click IVR Menus.

    Click IVR Menus.

  3. On the IVR Menu list, click Add Number.

    On the IVR Menu list, click Add Number.

    Or click the Add button inside the IVR Menu Extension Info page.

    Or click the Add button inside the IVR Menu Extension Info page.

  4. Select an area code, then click Next.
  5. Review the charges, then acknowledge the order. Click Next.
  6. Take note of the reference number. Click Done.

    You may also print your order information to save a hard copy.

Editing an IVR Menu’s Information

To change an IVR Menu’s Extension Number and Extension Name, follow the steps below:

  1. Access the Auto-Receptionist menu.
  2. Click IVR Menus.

    Click IVR Menus.

  3. Select an IVR menu.

    Select an IVR menu.

  4. Change the Extension Number and/or Menu Name, then click Save.

    Go to Adding a Direct Number to an IVR Menu section to learn how you can add a direct number to the IVR Menu.

    Change the Extension Number and/or Menu Name, then click Save.

Removing an IVR Menu

 

IMPORTANT: Configure your Company Call Handling Settings before you remove an IVR Menu.

You can delete an IVR Menu in 2 ways:

• You can create a new IVR Menu and switch to it.
• Switch to Single-Level IVR and then set up your Company Call Handling and Operator Extension.

Check Office@Hand: Setting up the Call Handling & Forwarding settings of a User to learn about configuring your Company Call Handling settings.

To remove an IVR Menu, follow the steps below:

  1. Access the Auto-Receptionist menu.
  2. Click IVR Menus.

    Click IVR Menus.

  3. Click Delete across the IVR menu that needs to be deleted.

    Click Delete across the IVR menu that needs to be deleted.

    Or click the Delete IVR Menu button inside the IVR Menu Extension Info page.

    Or click the Delete IVR Menu button inside the IVR Menu Extension Info page.

  4. Click Delete to confirm IVR Menu deletion.

    Click Delete to confirm IVR Menu deletion.

 

Uploading and Recording Audio Recordings to the Prompts Library

  1. Access the Auto-Receptionist menu.
  2. Click Prompts Library.

    Click Prompts Library.

  3. You can either import prompts or record your prompts. Select your preference below:

    Import Prompts
    Record Prompts 

    Import

    Click Import Prompts.

    Click Import Prompts.

    Locate the file to upload. Select the file then click Open.

    Locate the file to upload. Select the file then click Open.

    Click OK.

    Click OK.

    Record Prompts

    Click Record Prompts.

    Click Record Prompts.

    You can record a prompt by using your phone or your computer microphone. Select your preference below:

    Record by Phone
    Record by Computer microphone

    Record by Phone​

    Enter a Prompt Name.

    Click the drop-down box below Recording by, then select Phone.

    Enter the number to call or select from the list.

    Click Call Now.

    Click Call Now.

    Follow the instructions to record your prompt.

    Record by Computer microphone

    Enter a Prompt Name.

    Click the drop-down box below Recording by, then select Computer microphone.  

    Speak into the microphone and adjust the volume using the slider button.

    Click the Record button  Record button  when the volume meter turns into green.

    Click the Record button   when the volume meter turns into green.

    Stop the recording.

    Stop the recording.

    Use the following buttons to preview your recording:

    Playback button Click to listen to the playback.
    Record button Click to start a new recording if needed.

    Click the Upload button  upload button  to upload the recording.

    Click the Upload button   to upload the recording.

    Click the Download button  download button  to save a copy of your recording if needed.

    Click Done.

    Click the Download button    to save a copy of your recording if needed. Click Done.

See Also:
Office@Hand: Auto-Receptionist Overview
Office@Hand: Configuring your IVR Settings using an XML Editor
Office@Hand: Visual IVR Editor Guide

Keywords:  IVR, multi level, interactive voice recognition, 6987, switching to multi-level IVR, adding an IVR menu, key press, adding a key press assignment, remove IVR menu, upload and record audio prompts, prompts library, edit IVR menu information