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This Article describes how to allow customers to dial extension numbers when they reach your company via IVR. This functionality can be implemented by configuring Dialplan procedure using DID and DISA services. Created: October 2018 Permalink: https://confluencewildix.wildixatlassian.comnet/wiki/x/qIHIAQ1g7OAQ |
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Introduction
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In case you would like to configure an IVR tree in WMS Dialplan → IVR, you can create a separate Dialplan procedure that allows callers to exit form the IVR tree and dial extension numbers. This can be done either with DID or with DISA service. Both scenarios are explained below. If you don't know yet how to create an IVR tree, first read WMS Start Guide: Create an IVR tree.
DID configuration
Here is an example which is valid for dialing extensions consisting of three digits and starting with 1 (e.g. 100, 101, 112, etc). We have created an IVR tree, where by pressing DTMF 2, caller can speak with Sales, by pressing 3 - with Tech support, otherwise, caller can enter an extension number to speak with PBX user.
This is what our IVR looks like:
The first node of our IVR tree is a submenu, inviting callers to make their choice: "Press 2 to speak with Sales, 3 to speak with Tech support, or enter an extension number". Note with DTMF 1 is an "Action" which routes the caller to the Dialplan procedure IVR1 with called number 9999.
9999 - called number with which the call is routed from the IVR tree to the current Dialplan procedure
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At this point we have allowed callers to exit IVR and dial an extension. Now let's go back to our IVR tree and make sure they can make other choices from IVR, e.g. speak to a call group: node with DTMF 2 is an "Action" routing the caller to the Dialplan procedure IVR1 with called number 3333. Node with DTMF 3 is an "Action" routing the caller to the same Dialplan procedure with called number 4444.
Add called numbers 3333 and 4444 to the same Dialplan procedure to allow routing caller to call groups:
DISA configuration
With DISA you are much more flexible, since callers are able to dial extensions of any length and starting from any digit.
The IVR tree in this case only has the same structure as in the previous chapter:
The first node is a submenu containing a greeting, e.g. "Press 1, if you know the extension, press 2 to speak to the Sales department, press 3 to speak to the Tech support". The node with DTMF 1 routes the call to Dialplan IVR1 with called number 9999.
The nodes with DTMF 2 and DTMF 3 route the call to the same Dialplan IVR1 with called numbers 3333 and 4444, respectively.
Here is the Dialplan configuration:
9999 - a called number to route a call from the IVR tree to the current Dialplan procedure
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- Play sound -> select an audio file/ generate it dynamically via TTS to announce the customer that the entered extension is invalid, for example: "The extension you entered is not valid"
- Call group -> select a call group to which the call is routed in case the entered extension is not valid
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3333 and 4444 - route calls to Sales and Tech call groups respectively, in case caller enters DTMF 2 and 3 from IVR tree.
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