How to enable callers to dial an extension from IVR

Introduction

The most common scenario is allowing an external caller to dial an extension during an execution of an IVR, e.g. "Press 1, if you know the extension, press 2 to speak with a Sales representative, press 3 to speak with Tech support". To do it, you can use DID (Direct Inward Dialing) and DISA (Direct Inward System Access) services. Below we explain how to use both services and provide examples.

First of all, you don't need to set up an IVR tree to configure this scenario, it is easy to do it directly in the Dialplan. In this article we will explain both scenarios: how to set up a basic IVR directly in Dialplan to allow callers to dial an extension, or, if you prefer, how to set up a separate IVR tree and allow callers to dial an extension from it.

More information on DID and DISA services

Example of DID configuration:

First 8 digits are removed from the called number. Depending on the last two digits of the called number (1XX) incoming call is routed to the extension, examples:

• Incoming call to 04611715111 is routed to extension 111

• Incoming call to  04611715112 is routed to extension 112

• Incoming call to  04611715122 is routed to extension 122

Example of DISA configuration:

• Called number default:

• • The message is played inviting the caller to enter the extension number
  • The system waits for digits for 5 seconds
  • In case of no input within the specified timeout, call is routed to call group

• Called number XXX:

• • In case caller entered extension number, call is routed to the corresponding user

Option 1: Basic IVR inside Dialplan with possibility to dial an extension

As mentioned above, you can configure a basic IVR in the Dialplan and allow callers to dial an extension from it. You can do it using DISA service. In this case there is no need to create an IVR tree in WMS → Dialplan → IVR.

DISA configuration 

Dialplan configuration example:

default - a called number to be dialed by a customer. It is associated with the Dialplan procedure used for receiving incoming calls (main; so at some step of the main Dialplan execution, there is a "Jump to" to this context with "default" called number). 

• Play sound and wait for digits -> select an audio file/ generate it dynamically via TTS (consult Wildix Business Intelligence documentation), for example: "Press 1 for Sales, 2 for Support or enter the extension number you wish to call"

• Wait for digits -> specify the timeout in seconds to give more time to the customer for entering the extension

1 -  DTMF tone

• Call group -> select a call group for routing the call in case the caller presses 1

2 - DTMF tone

• Call group -> select a call group for routing the call in case the caller presses 2 

X. - a called number to be matched with the dialed extension

• Dial the phone -> the application allows entering an extension number if the customer knows it
• Play sound -> this step is completed if the customer enters an invalid extension. Select an audio file/ generate it dynamically via TTS to announce the entered extension is invalid, for example: "The extension you entered is not valid"
• Jump to if congested/ busy -> in case the dialed extension number is not valid, the call is routed to default step of the current Dialplan procedure
• Jump to -> if the customer enters a valid extension, but a user is busy/ unavailable, the call is routed to default step of the current Dialplan procedure

Option 2: IVR tree with possibility to exit and dial an extension 

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.