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Configuring IVRs
Updated over a week ago

In this guide, you will learn how to create an Interactive Voice Response (IVR) and assign it to an incoming call flow in Cloud PBX.

Step 1: Access the Cloud PBX Web Interface

  1. Obtain your Cloud PBX server's domain and admin credentials from CommPeak support team.

  2. Open a web browser, navigate to the domain, and log in to the server.

Step 2: Create IVR


  2. On the page that opens, click Add IVR.

  3. In IVR General Options, enter the IVR name and description.

  4. In IVR DTMF Options, enter IVR settings such as the IVR announcement, timeout, invalid destination, etc.
    In the Announcement, Invalid Retry Recording, Invalid Recording, Timeout Retry Recording, and Timeout Recording fields, select previously added recording files.


    If you need explanations on how to configure the IVR, click on the question mark next to the needed field name for reference, or submit a support request.

  5. In IVR Entries, set the next steps to take after the customer dials specific digits. You can direct a call to an announcement, queue, or user extension, or perform other actions.

  6. Click Submit to save the settings.

Step 3: Configure Inbound Route

Now you need to add the IVR you have just created to an existing inbound route or create a new inbound route and attach the IVR to it.

To add your IVR to an existing inbound route:

  1. Go to CONNECTIVITY -> Inbound Routes.

  2. On the line for the needed inbound route, click the edit button.

  3. On the General tab, in the Set Destination field, select the IVR option, and in the field below, select the IVR you have created in the previous step from the list.

  4. Click Submit to save the settings.

To create a new inbound route and attach your IVR to it, please take a look at this article.

Step 4: Test the IVR

  1. Place a test call to the designated phone number or DID that is routed to the IVR.

  2. Follow the prompts in the IVR menu and verify that the calls are being routed correctly to the desired destinations or extensions.

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