IVR - Interactive Voice Response - Key Response Settings

IVM has 2 key response modes - a single digit menu option and data entry for 1 or more digits (usually followed by the # key).

Select which mode you want to use and the set-up options for that mode by going to the "OGM Properties." These can be reached by selecting the Out-Going Message from The list under the "IVR Profile" Tab on the web interface. Use the radio button under Key Response settings to select the mode, and not how the available options change to match the selected option.

Menu (single key press)

A menu option is an option that a caller can select by pressing a key on their telephone keypad. When they press the key, IVM executes an Active Command. For example, "To hear our opening hours, press 1...".

For each telephone key that the caller could press ('0' to '9', '*' and '#'), there is a drop down menu that allows you to select the Active Command that IVM should execute when that key is pressed. If you do not want to assign an option to a particular key, select either the "No Response" or "Invalid Option" active commands. For more information, please see: Active Commands.

Data Entry (variable)

IVM can accept multiple digit data from the caller. This is useful for passwords, order taking, customer surveys, taking credit card numbers etc. Data entry will also need to be used if you want to offer the caller more than 10 Mailboxes.

When this option is selected the caller can enter a number (1 to 16 digits) followed by the # key. The number is then validated and then stored in a variable which can then be used later in the call. The number that the caller enters is stored with a variable name. Each number that the caller enters must be given a different name so that the information can be accessed later.

When the caller has entered the maximum number of digits or the caller presses the # key the "Press '#'" active command is executed, so to use data entry, you must select a valid Active Command for "# or End."

If you need to allow the # key during data entry (and to stop it being used as the data-entry-terminator) you can tick the option 'Allow # in data entry'. Then data entry is only terminated by the maximum number of digits being reached and if # is pushed it becomes part of the entered data.

Selecting the "Force '#' key to complete data entry" option will require the user to enter '#' to complete data whether the maximum length is reached or not. This can be helpful in making sure keys did not register twice.

Before executing the active command, IVM can validate the variable using a number range or a list of valid (or invalid) numbers (for example to check an access code). If this test fails, IVM says "that is not a valid number" and replays the OGM.

The variables can be used at any point later in the call in a number of ways. Generally, anywhere you are able to enter text in an active command (e.g. OGM, Mailbox, Logfile, Transfer Number) you can include the variable by circumfixing the variable with two % characters. For example, if you prompt the caller to enter a number which you give the variable name "transferext", you can use "888%transferext%" as the transfer number (assuming 888 was a prefix you wanted). If the user entered 123, the transfer number used would be "888123".

Similarly you could use the variable in the %name% form as part of an OGM name, Mailbox name, Play file name, Record file name and as a parameter to a plugin call.

You can also create a special log file of the data the caller has entered. This is useful for surveys, order taking, credit card payments and so on. You can create the log file with comma delimited fields which can be imported directly into a database. Variables can also be "read" out to the caller. For more information, please see Advanced OGM Properties.

Variables can also be sent to and returned by IVM Plugins for more information, please see Using IVM Plugins.

The variables %time%, %date%, %cid%, %callername%, %linenumber%, %linename%, %did%, %drn% and %callsequenceno% are set automatically by IVM.

You can also set 'global' variables. By global we mean it applies to all lines (if set on one call it will apply to all). Set global variables under the Advanced portion of OGM Properties. You can also set them from other programs using the Command Line Arguments.

Note: by convention the '*' key is usually used for Mailbox Access Control (on an answering OGM), otherwise it should be set to "Go to..." the previous OGM or to "Repeat OGM". The press '#' key is usually reserved for data entry or otherwise "No Response". Please also see ISO/IEC 13714 www.nch.com.au/ivm/iso13714.html which is the international standard for interactive voice response systems.