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 Display Name: Specify your IVR's name to identify it within your system easily.
• Agent Pre-Connection Announcement: Leave a default option or select a custom playback file from the drop-down list. This audio will be played to the agent before connecting the caller. Learn how you can upload a custom file or generate your recording.

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

• Internal Access Code: 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.

• Campaign Default DIDs: 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 DID Numbers: Beneficial for managing numerous numbers across different regions or services.
• Restrict by Call Origin: Activate this setting to permit only calls from a designated origin, like a domain or IP address, to access this IVR flow. This filter guarantees that a call will be blocked, even if it matches a legitimate DID or Internal Access Code, unless it comes from the designated provider. Helpful for implementing tighter security measures for call routing and blocking impersonated or illegitimate traffic

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

Open DIDs Management

At CommPeak Portal, go to DIDs > Management.

2

Add a voice URI

Navigate to the Voice URIs tab and click + Add URI at the top right of the page.

3

Set up the voice URI

Proceed with setting your first voice URI that will serve as the destination for incoming calls, directing them to the Dialer IVR. For details, check the step-by-step Configuring Voice URI Routing guide.

Make sure to assign the relevant DIDs that should be routed through it. This ensures that Dialer will handle calls to those DIDs correctly.