Call Menu
In this article, I will go over the steps you need to take to create an IVR(call menu) where people can call in and dial the agents extension number and reach them or get forwarded to their voicemail. This is going to assume you know how to create and upload the audio files needed for the recording for the Call menu / IVR and that you have a DID pointed to the Call Menu once its created.
Click on Inbound and then add a new call menu
At the bare minimum you need the “Menu Prompt” where you select the audio file you want to be played to callers, the “Menu Timeout”, and the various options in the drop down menus.
Here is the code you need to add to the custom dialplan box: (assuming the agent extensions are 4 digits, alter it accordingly)
exten => _XXXX,1,AGI(agi-AGENT_route.agi,default---AGENTDIRECT---ACTIVE)
This step will send calls to the agents voicemail if there is no one logged into the system. Change the No Agents No Queue options to match your needs or as I have it below but the most important thing to change is the Voicemail box settings to “AGENTVMAIL” for this Call Menu / IVR to go to the agents voicemail box that they press during the call menu.
That’s it for this article, if you have any questions feel free to reach out to us in our group chat which has grown rather large from members of the ViciDial forum: https://join.skype.com/ujkQ7i5lV78O
I hope this helps
Chris aka carpenox
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just a question if an inbound caller or bot tries to dial an extension that doesn't exist what action does this dialplan apply to that action?
exten => _XXXX,1,AGI(agi-AGENT_route.agi,default---AGENTDIRECT---ACTIVE)
You need to specify an "invalid" menu option to your call menu, and then it will apply that action
We have configured the call menu with options 1, 2, and 3, corresponding to three call reception groups. However, during incoming call tests, the IVR continues to play the menu even after pressing one of the defined keys. It seems that the call menu is not recognizing the validated inputs. We need assistance to resolve this issue.