IVR Welcome message

IVR Welcome message Access Restrictions:

Customer

This control is part of the Auto attendant capability so customer must have subscribed to Contact Pro to access it.

IVR Description

The IVR Welcome message control can be used to build interactive call handling where the calls are to be routed according to options selected by the caller. An example, might be where a company has different teams answering enquires on billing, product support and new sales.

The only valid child nodes for an IVR Welcome message controls are Menu Options. To build up a complex IVR hierarchy you can make IVR Welcome message controls the children of Menu Option controls as in the example below.

IVR Tip

Don’t forget to program the Incorrect key and No Digit Pressed for callers that select an invalid option or fail to select a valid option at all.

There is a generic (System default) “You have selected an incorrect key” announcement already uploaded to the platform which can be used. Following the Incorrect Key announcement, the IVR announcement will then be replayed to the caller.

The No Digit Pressed node is optional. It can be used to ensure a business does not disconnect callers where they fail to select an option, or for some reason it is not being recognised by the platform. You would then configure, essentially, a default route for these callers (customer service etc.). The option can also be used where you want to announce for the caller instead of pressing a key, please hold to be connected to the … “switchboard, reception etc.

It should be noted that the afore mentioned “hold” time (where this option is selected) has a duration of approx. 3 seconds, and only triggers after the IVR announcement has repeated according the IVR configuration settings. It would be recommended where this option is used, you do not select the “Repeat Announcement” option.

IVR Rules

The only child controls you can add to an IVR Welcome message are Digit controls/menu options; there are no other valid children of this control.

The IVR Welcome message must have at least one child Digit defined and one Digit (Invalid key) action defined.

IVR Welcome messages can be nested to build up multiple layers but the parent node will be a Digit control rather than another IVR Welcome message.

You must select a pre-recorded announcement within the IVR properties or the call plan will fail to validate.

You cannot add any sibling controls alongside an IVR Welcome message control.

The Incorrect Key is mandatory when an IVR is configured.

IVR Input Fields and Buttons

Name	Type	Description
Control label	Text	Enter a suitable name for the control in the control label box. If the label is meaningful it will help to make your call plan understandable.
Ensure caller listens in full	Check box	If the box is unchecked then callers may select an option before the message has completed playing. Check the box if you wish callers to listen to the message in full before they can select an option. For example, frequent callers may learn your IVR structure and be in the habit of pressing the digits they require without listening to the message. However, you may wish to prevent this if you have recently updated the IVR with new options.
Announcement	Drop down	The drop down list shows all the announcements that are available for you to play. These are the announcements that have been uploaded using the Announcement tab.
	Button	You can listen to your announcement by clicking on the play button.
	Button	Click this button to play the Announcement.
	Button	Click on this to upload a bespoke Announcement to the node.
Repeat message after cycling	Check box	If unchecked then the announcement will not be repeated if the caller fails to press a key. If Checked then the Repeat announcement drop down will become active. This will allow you to specify how often to repeat the announcement if the caller fails to press a key to select an option.
Repeat announcement	Drop down	Select the number of times to repeat the message before terminating the call if no option is selected.