Guides and Manuals

TELUS Business Connect™ Multi-level IVR

The TELUS Business Connect Multi-level IVR is a hierarchical menu structure that expands the capability of the current Auto-Receptionist feature. It allows companies to deploy a more sophisticated auto-receptionist menu to handle large volume of incoming calls.

The Multi-level IVR feature is available to TELUS Business Connect Premium and Premium Plus customers in Canada and up to 250 IVR Menus can be added.

IVR Menus

Follow these steps to set up the IVR Menu.

Step 1

Add an IVR Menu.

Step 2

Set up the Extension Info for the IVR Menu.

Step 3

Set up Prompts for the IVR Menu.

Step 4

Add Extensions to the IVR Menu.

Step 5

Click Save all the way out.

NOTE: Alternatively, you can import an XML file for the Multi-level IVR.

Step 6

Enable the Multi-level IVR.

See also:

Adding an IVR Menu

Step 1

Log into your TELUS Business Connect account.

Step 2

Click Groups.

Groups

Step 3

Click Add Group.

Add Group

Step 4

Select IVR Menu and then click Next.

Next

Step 5

Specify the Extension Number as well as the Extension Name.

Extensions

Step 6

Click Save.

Editing the Extension Info of an IVR Menu

Step 1

Log into your TELUS Business Connect account.

Step 2

Click Groups.

Groups

Step 3

Click the IVR Menu whose Extension Info needs to be edited.

IVR Menu

Step 4

Click Extension Info.

Here you can:

  • Specify the Extension Number
  • Specify the Extension Name
  • Switch between English (US) and Francais (Canada)
  • Delete the Extension from the Multi-level IVR

NOTE: Click Save to retain the changes when editing this section.

Extension Info

Adding a Direct Number to an IVR Menu

Step 1

Log into your TELUS Business Connect account.

Step 2

Click Groups.

Groups

Step 3

Click the IVR Menu that needs to be assigned a Direct Number.

IVR Menu

Step 4

Click Direct Numbers.

Direct Numbers

Step 5

Click Add Direct Number and follow through the number order process.

Removing an IVR Menu

Step 1

Log into your TELUS Business Connect account.

Step 2

Click Groups.

Groups

Step 3

Click the IVR Menu that needs to be deleted.

IVR Menu

Step 4

Click Extension Info.

Extension Info

Step 5

Click Delete Menu.

Delete Menu

You have just deleted an IVR Menu from the online account.

Setting Up an Audio Prompt for an IVR Menu

Step 1

Log into your TELUS Business Connect account.

Step 2

Click Groups.

Groups

Step 3

Click the IVR Menu whose prompt needs to be set up.

IVR Menu

Step 4

Click Prompt.

Prompt

Step 5

Ensure that Prompt mode is set to Audio and then click Select from Prompt Library.

Prompt mode

Step 6

Select the corresponding audio file for the IVR Menu.

NOTE: You can click on the Play button button to listen to the prompt before saving.

Step 7

Click Save.

You have just set up an audio file for the prompt of an IVR Menu.

Adding a Key Press Assignment to an IVR Menu

Step 1

Log into your TELUS Business Connect account.

Step 2

Click Groups.

Groups

Step 3

Click the IVR Menu whose key press assignment needs to be set up.

IVR Menu

Step 4

Click Call Handling.

Call handling

Step 5

Click Add Key.

Add Key

Step 6

Specify where the call goes when the number indicated in Key press is selected by the caller.

  • Connect to - redirects the call to an extension.
  • Transfer to voicemail of - redirects the call to a selected voicemail
  • Connect to Dial-by-Name directory - redirects the call to the Dial-by-name directory
  • External Transfer - allows you to specify a forwarding number

Key press assignment

Step 7

Click Save all the way out.

You have just added a key press assignment to an IVR Menu.

Importing a Prompt for the Multi-level IVR

Step 1

Log into your TELUS Business Connect account.

Step 2

Go to Tools > IVR.

Tools

Step 3

Click Import Prompts.

Prompts

Step 4

Locate and double-click the file that you need to upload.

Step 5

You have just uploaded an audio file for your Multi-level IVR to your TELUS Business Connect account.

Importing a XML file for the Multi-level IVR Hierarchy

Step 1

Log into your TELUS Business Connect account.

Step 2

Go to Tools > IVR.

Tools

Step 3

Click Import XML File.

Import XML

Step 4

Locate and double-click the file that you need to upload.

Step 5

Click OK.

You have just uploaded an XML file for the Multi-level IVR hierarchy to your TELUS Business Connect account.

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