What meaning do all fields have?

Start:
The "Start" field defines the action to be taken as soon as an incoming caller enters the IVR. Typically, this is where you insert the initial announcement that informs callers of the available options.

Invalid:
The "Invalid" field specifies the action to take if a caller selects an option in the IVR that has no configured response. In the image, all gray or “empty” fields represent these invalid actions.

Timeout:
The "Timeout" field determines the action to be taken if a caller does not make a selection within the allowed time. You can adjust the timeout duration as needed.

Numbers 1 through 9, #, and *:
Each of these fields corresponds to a button on the caller's phone keypad. You can specify an action for each field, defining what should happen when a particular button is pressed.

In the example shown, the IVR options addressed from top to bottom:

• Start:

  • Condition: Calls from numbers starting with "44" are automatically directed to the English context of the IVR.

  • Time Condition: Calls received outside of office hours are directed to the "Outside of Office Hours" context.

  • Announcement: This audio prompt provides callers with an overview of the options they can choose from.

• Invalid: If a caller makes an invalid selection, they will be redirected to the start of the IVR to make a new choice.

• Timeout: If the caller does not select an option before the timeout period, they will be sent back to the start of the IVR.

• Numbers:

  • 0: Routes the caller to the English context.

  • 1: Transfers the caller to user "John 1." If John 1 does not answer, an email notification is sent to the specified email address.

  • 5: Directs the caller to the "Within Opening Hours" mailbox.