IVR Settings

When you create an IVR in CommPeak Dialer, configure its settings first. To modify an existing IVR, click Edit under Actions on the Inbound Configurations page, then navigate to the IVR Settings tab.

All fields are mandatory in IVR Global Settings:

• IVR Name: specify the name of your IVR to be able to find it in the list.​
• Announcement Playback: leave a default option or select a custom playback file from the drop-down list. This audio will be played to the agent. Learn how you can upload a custom file or generate your recording.
• Routing Prefix: enter a unique 4-digit prefix that starts with 0 or click Generate Prefix. Dialing a number with this prefix will connect the caller to the IVR.

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  NOTE

  You also need to connect DIDs to your routing prefix.

Define Additional Route Options as follows. These settings determine how inbound calls are redirected to the IVR.

• Dynamic Caller IDs from campaigns: select a campaign from the drop-down list. All calls to the Caller ID from this campaign will route the caller to the IVR.
• Additional Caller IDs: add additional verified Caller IDs.

After you click Create, the system will navigate you to the IVR Flow tab, where you can build your flow.

Connecting DIDs to the Routing Prefix

To properly route incoming calls, follow these steps to connect the DIDs through the CommPeak using the generated routing prefix:

1. At CommPeak Portal, go to DIDs > Configure.

   

2. Navigate to the DID Voice URI tab and click Create DID Voice URI.

   

3. Enter a name and SIP URI using the hints:

• Name: DID voice URI alias (e.g., Dialer)

• SIP URI consists of the following parts:

  • routing prefix+{e164} (e.g., 0535{e164}@sample.pbx.commpeak.com:5080) or inbound number (e.g., [email protected]:5080).

  • domain: your PBX server domain with _5080 _port (e.g., @sample.pbx.commpeak.com:5080).

    

4. Click Save.
   This URI will serve as the destination for incoming calls, directing them to the Dialer IVR.

5. Assign the relevant DIDs. Under the newly created URI, add the DIDs that should be routed through it.
   To add a DID number, click DIDs and then proceed.

   

This ensures that calls to those DIDs will be handled correctly by the Dialer.