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IVR – Set up Multi-Level IVR | Admin| AT&T Office@Hand
Article #6987

The Multi-level IVR allows Account Administrators to configure the Auto-Receptionist with extended phone menus to let callers choose how they can reach a person or a department. This can be set up on the AT&T Office@Hand Online Account.

Set up Multi-level IVR – Admin

The Multi-level IVR allows Account Administrators to configure the Auto-Receptionist with extended phone menus to let callers choose how they can reach a person or a department.

Availability
Set up a Multi-level IVR

Note: If you would like to set up a Multi-level IVR using a visual editor instead, you may refer to the following resources:

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

Availability

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

Set up a Multi-level IVR

Sample Custom Greeting
Thank you for calling <Company Name>. For the <Sales Department> press 1, to leave a message press 2, for the dial-by-name directory press 3, to schedule an appointment press 4. If you know the extension number of your party, you may dial it at any time.

  1. Add an IVR Menu
  2. Set up the IVR Prompts
  3. Set up the Key Presses
  4. Add Key Presses
  5. Activate the IVR Menu
  6. Change the Company Fax/SMS Recipient

Add an IVR Menu

  1. Log in to the AT&T Office@Hand account.
  2. In the Admin Portal, go to Phone System, then click Auto-Receptionist.
  3. Click IVR Menus, then click New IVR Menu.
  4. Enter the Extension Number and Extension Name. Click Save. You will be redirected to the IVR Menus page.

Setting up the IVR Prompts

  1. To set up your IVR Prompts, click the IVR from the IVR Menus list.
  2. Click Prompt.
  3. This section is where your Custom Company Greeting goes. Your two Prompt Mode options are:
    Audio
    Text-to-Speech

    • Audio
      If you choose this option, you need to add a prompt to the Prompts Library.
      The prompt may either be a pre-recorded custom company greeting in .mp4 or .wav format that you need to Import to the system or a real-time recording via phone or your computer audio under Record Prompts.
    • Text-to-Speech
      If you choose this option, you need to type in your custom company greeting, which is what the customers will hear when they call your company number via text-to-speech.
      Note: Text for this prompt must contain only letters, digits, spaces, commas, and dots.

Setting up the Key Presses

In this stage of the IVR Menu configuration, we’re going to add the rules that would direct where the calls should go to. For example, press 1 for sales.

  1. Click Key Presses.
  2. Click Add Key. The Key Press Assignment window will open.
  3. For Key Press 1, it needs to go to the sales department. Under Action, select Connect to. In the search box, search for “sales”.
  4. Select the “Sales” call queue, then click Save at the bottom of the window.
  5. Key Press 1 is now added to the list.

Adding Key Presses

  1. Now we need to add key press 2, 3, and 4 for “leave a message”, “dial-by-name
    directory”, and “schedule appointment” respectively. To do this, click Add Key.

    • Key Press 2
      Under Action, select “Transfer to voicemail of”, then select the desired extension where you want the call to go to. For this example we will select “After Sales Inquiry”. Click Save at the bottom of the window.
    • Key Press 3
      Under Action, select “Connect to Dial-by-name directory”. Click Save.
    • Key Press 4
      Under Action, select “Connect to”, then select the desired extension where you want the call to go to. For this example, we will select “Appointments Specialist”. Search for “appointments”, then select the “Appointments Specialist” extension.
  2. Click Save at the bottom of the window.
  3. After following these steps, all four key presses will be listed on the Key Presses page.
    IMPORTANT:In the example above, the “After Sales Inquiry” and “Appointments Specialist” extensions should have been previously set up.
    See Users – Add Users to your account | AT&T Office@Hand for more information on how you can add additional extensions to your account.

Activating the IVR Menu

For the above IVR Menu to work it needs to be activated.

  1. Click General Settings, then select Multi-level from the drop-down list.
  2. A warning page will pop-up. Click Continue.
  3. Select the top level IVR menu you wish to use. For this example, we will select IVR. Click Save.
  4. Verify that the IVR Menu is activated. On General Settings, click IVR Settings. It should now appear as Company Hours Top Menu, with the added IVR selected.

Changing the Company Fax/SMS Recipient

The IVR menus and call handling rules control the routing of voice calls. It does not control the routing of fax and text, thus SMS or fax sent to a number will not be routed the way voice calls do. SMS and fax sent to numbers that route to an IVR will go to the Company Fax/SMS Recipient defined in the IVR setting.

Note: Administrators can access Company Fax/SMS Recipient by going to Admin Portal > Phone System > Auto-Receptionist > General Settings > IVR Settings.

To view or change the company fax/SMS recipient, perform the following steps:

  1. Expand the IVR Settings menu.
    If already expanded, scroll down to Company Fax/SMS Recipient.
  2. Click Select Extension then click Done.
  3. Verify that the correct extension is selected. Click Save.

See Also:
IVR- Multi-level IVR Overview I AT&T Office@Hand
Auto-Receptionist – Overview | AT&T Office@Hand
IVR – Configure IVR using XML Editor | AT&T Office @Hand
IVR – Visual Editor Guide | AT&T Office@Hand

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