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Creating an IVR Menu

Overview

Auto-attendant menus allow you to use pre-recorded messages and menu options to direct callers to the appropriate extension or recording. These menus can be created using pre-recorded audio files from your computer along with options configured through the Meraki Dashboard. Auto-attendant menus can be created on the Phones > Configure > IVR Menus page.

Planning a Menu

Before you begin creating an auto-attendant menu in Dashboard, you will need to record the audio files that will be used for the menu. For best results, audio files should be recorded in a WAV format or be converted to a WAV format before being uploaded to Dashboard. The following prompts can be added to an auto-attendant menu:

  • Long greeting: A greeting that will be played to callers when they reach the auto-attendant menu.
  • Short greeting: A message that will be played to callers if they do not enter a choice after 15 seconds.
  • Invalid option sound: A message that will be played to callers when they enter an option that is not configured in Dashboard.
  • Exit sound: A message that will be played to callers when they enter an invalid choice 3 times.
  • Custom prompts: Additional messages that will be played when the caller selects a certain option.

In most cases, the long and short greeting should both contain a read out of the different menu options that will be configured for this menu and what those options do. The long greeting should generally also begin with an introductory message to the caller.

Creating a Menu

Once you have recorded your audio files, you can use them to create a menu. Choose the New IVR Menu option and name your new menu. Once you have created your menu, you can begin to configure it.

Extension

This is the extension that you can use to preview your menu for testing purposes. You can select any extension that you would like for testing your menu. 

Public Phone Number

If you wish to make your menu accessible to users outside of your network, you will need to assign a public phone number. It is recommended to start without assigning a public phone number while creating and testing your menu and assign one once the menu has been tested. If no public phone numbers are available, more can be purchased on the Configure > Phone numbers.

Audio Prompts

Each of the audio prompts associated with this menu provides the option to upload an audio file that will be used for that prompt. Once a file is uploaded, it will be processed by the Meraki Cloud before it is added to the menu. This process can take anywhere from a few seconds to a few minutes depending on the length of the recording and size of the file. Please do not refresh or navigate away from the page until processing is complete. Once the file has finished processing, the name of the file will update and the icon will turn yellow to indicate that the file has been processed.

Supported file formats:

8svx aac aif aifc aiff aiffc al amb amr-nb amr-wb anb au avr awb cdda cdr cvs cvsd cvu dat dvms f32 f4 f64 f8 flac fssd gsm gsrt hcom htk ima ircam la lpc lpc10 lu m4a maud mp2 mp3 nist ogg prc raw s1 s16 s2 s24 s3 s32 s4 s8 sb sds sf sl sln smp snd sndfile sndr sndt sou sox sph sw txw u1 u16 u2 u24 u3 u32 u4 u8 ub ul uw vms voc vorbis vox wav wavpcm wv wve xa

Menu Options

Menu options can be used to direct a call to the appropriate location. These options can be configured to do any of the following:

  • Play a recording
  • Transfer to a conference room
  • Transfer to a phone
  • Transfer to a submenu
  • Transfer to a call group
  • Transfer to an external number

In general, a list of these options should be provided to the caller in the short and long greetings.

An example auto-attendant menu is shown below.

 

 

Testing a Menu

To test an auto-attendant menu, dial  the four to six digit extension assigned to the menu from a phone within the same Dashboard network. This extension will allow you to test the menu as if you were calling into it using its public phone number.

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Last modified
16:35, 30 Nov 2016

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Article ID

ID: 4585

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