How Calls Reach the IVR (Important)

Before any IVR logic can apply, the phone number must be routing the calls to an IVR in Nuacom system.
Note: An IVR can be configured in advance, but it will not be used until the number is actively routed to it.

This can be verified in the customer portal.

How to check:

1. Log in to the customer portal

2. Go to Settings → My Numbers

3. Select the phone number on the account.

4. Review the Action and Option assigned to the number.

Example configuration:

• Action: Welcome message and IVR Menu

• Option: IVR 1

If the number is not routed to an IVR, IVR logic will not be applied.

Call path:

1. A caller dials a NUACOM phone number

2. The phone number’s destination is checked

3. If the destination is set to an IVR, the call enters the IVR

4. The IVR then follows its configured call flow

If a number is not assigned to an IVR, the IVR will not receive the call.

Accessing the IVR

1. Log in to the NUACOM website

2. Go to Settings → IVR Menu

Playback Ringtone

This setting controls how long callers hear a ringtone before the greeting message plays (Optional)

• Set the desired duration

• After this time, the greeting message starts automatically

Greeting 

Greeting Message

This is the first message callers hear.

• Select an existing recording from the list

• Or use the radio button to create or upload a new recording

Note:
If you want callers to press options (e.g. “Press 1 for Sales”), the greeting must be set in the Open / Office Hours section.

• here you can add/record another announcement using a handset (highlighted in red)
• playback / record / edit / delete current announcements (highlighted in green)
• it will also show you which IVR is using that currently using that announcement (highlighted in orange)

Scheduled Opening Hours

Opening Hours Override:

• Opening hours Enabled will keep the IVR open during the opening hours set by the scheduled opening hours (please see below)
• Manually Closed will close this IVR and all calls going to this IVR will hit the Closed/Out of Hours action (please see below) 

Custom Time rules - for more information please see Custom Time Rules & Public Holiday IVR Setup

Additional/Custom time rules can be added when you know the company will be unavailable on certain dates, some examples of custom rules

• Business is on a training day/week etc. in the future.
• Company is on annual leave
• Holidays outside of the pre approved public holidays (see below)

Public Holidays - for more information please see Custom Time Rules & Public Holiday IVR Setup

Open / Office Hours

• Select the recording for the options message menu you wish to be played to the caller. If you do not have a recording ready, please follow the steps below. Otherwise, skip to 'How to set up press actions'
  
   

How to set up a recording

• Click the radial button to begin the setup.

Click ‘+ Add New Announcement’ to add the greeting message. (All existing recordings will be shown below).
 

Edit Announcement
 

1. Add the name of the announcement e.g ‘Welcome Message’.

2. Add a brief description of the recording.

3. You can record the message directly from an extension. Select the extension and click record message to begin.

4. Alternatively, if you have a file of a recording you can upload it in this section.

5. Once completed, click ‘Close’.

How to set up key actions

1. For each digit, you can set up an action. In the example above the following recording relates to the respective number.

For example, the recording plays: “Press 1 for sales”, “Press 2 for support”, “press 3 for accounts”.

2. Under the ‘First Action’ for the desired number, select ‘Join Queue’.

3. Select the ‘Queue’ group you want to be forwarded to e.g ‘Sales’.

4. This is now set to the digit. You can set up a ‘Second Action’ for example, you want the phone call to end if nobody answers in ‘Sales’- then select ‘Hangup’. There are multiple options here to suit what you are trying to achieve.
   
    

Wait for key press - if no choice is made by the caller, then you can set the amount of time before it goes to to the default action 

Default Action

Timeout before fall through action (applies when either no action is set up or the caller has not chosen any options to go to).

These options are as follows:

1. Hangup
2. Play Message
3. Dial Extension
4. Join Queue
5. Play Message and Prompt
6. Goto Voicemail
7. Repeat Options
8. Forward To
9. Goto IVR
10. Add a Call Tag (Call Tags in the IVR)

Closed / Out of Office Hours

Now the opening hours are set, you must set up what happens to calls during the closed hours.
 

2. Set up the ‘First Action’ you wish to be taken when someone calls in.

The options are as follows:

1. Do Nothing
2. Play Message
3. Dial Extension
4. Join Queue
5. Goto Voicemail
6. Forward To
7. Goto IVR
8. Add A Call Tag (Call Tags in the IVR)

3. In the example shown we have selected ‘Play Message’ which will play the recorded message we have assigned. After the message has been played, the ‘Second Action’ has been set to ‘Hangup’.

User selected option

As a result of selecting the ‘Play Message’ as the ‘First Action’, we have been given another section called ‘User Pressed’.

Example: In the recorded message you can state that you are currently closed, however, if you would like to give them another option during closed hours you can set it here. the call recording can then say “Press 1 for emergency support”.

Now we have set up when #1 is pressed by the caller, the call will be forwarded to a number.

Select the best option that suits what you are trying to achieve.