The digital receptionist feature allows 3CX to answer phone calls automatically and present callers with a menu of options. For example, “For sales press 1. For support press 2 or wait on the line to be transferred to the operator.” A digital receptionist is also known as an auto attendant or IVR.
You can configure many different digital receptionists each with their own extension number. Depending on your preferences you may configure these to answer calls based on which line the call comes in from, as well on whether the call is received inside or outside office hours. For example, you can have a different prompt for outside office hours that does not include the options to be transferred to groups/queues that do not have agents available to take calls.
Before you create your digital receptionist, you must first write down the menu options you wish to offer the caller and then record the announcement. A simple example would be, “Welcome to Company XYZ, For sales press 1. For support press 2 or stay on the line for an operator.”
Note: It is generally recommended to put the number the user should press after the option, i.e. “For sales, press 1,” rather than “press 1 for sales.” This is because the user will wait for the desired option and only then “register” what number to press.
To create a digital receptionist:
Whilst a digital receptionist prompt is playing, a caller can enter the extension number directly to be connected to an extension immediately. This allows callers who know their party’s extension to avoid going through a receptionist. This option is enabled by default. If you wish to make use of this feature simply instruct your callers by explaining this in the voice prompt. For example, “Welcome to Company XYZ. If you know your party's extension number, you may enter it now, otherwise, for sales press 1. For support press 2.”
You can also direct callers to the call by name function. This allows them to find the person they wish to speak to by entering the first letters of the person’s last name on the phone dial pad. The call by name function requires:
The Call-by-name feature uses the last name of the user and compares it with the input (that has been entered on the phone keypad). The following rules are used:
The caller has to type a minimum of three digits (‘0’ – ‘9’) to call to a user. Digits ‘0’ and ‘1’ are ignored, but can be used to call users with short last names (for example, to access someone with the last name ‘Li’, you can type ‘540’).
After the user has entered three digits, IVR queries the phone system database for matching users. If there are no matching users, you hear “extension not found.” If there is only one matching user, the IVR plays “Please hold while I transfer your call” and redirects the call to the chosen extension. If there are more than one matching user, the IVR will wait for additional digits to be entered by the caller, for 2 seconds.
To record your self-identification message through your IP phone:
Note: Requires 3CX Pro Edition License.
Exchange Server 2013 SP1 includes a voicemail and an IVR feature that can be interesting to use for companies that deploy Microsoft Exchange Server. The Exchange IVR feature allows you to leverage speech recognition in your company’s IVR. The voicemail feature allows you to convert voicemails to text and forward them via email.