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X6004 User’s Guide
275
CHAPTER 33
Interactive Voice Response (IVR)
System
This chapter shows you how to use the personal IVR system on the X6004.
33.1 IVR Overview
IVR is a phone technology that allows a computer to detect voice and touch tones using a
normal phone. An IVR system can respond with pre-recorded audio prompts to further direct
callers on how to proceed. IVR systems can be used to control most functions where the
interface can be broken down into a series of simple menu choices.
The X6004 has personal IVR system which allows users to edit some of their personal (unique
to each extension) settings. The IVR system on the X6004 allows users to:
• Change their voicemail, IVR, and web phone PIN.
• Configure their call forwarding and blacklist settings.
• Configure their voicemail settings.
33.2 Accessing IVR
Users can access their personal IVR by dialing the feature code for IVR followed by their
extension number. The feature code for IVR is configured in the Configuration > PBX >
Server Configuration > SIP Server > Feature Code screen (see Section 7.5 on page 100).
For example, if the feature code for IVR is an asterisk (*), then a caller with extension 1001
must dial *1001 to access their personal IVR system.
Personal IVR can be accessed as an internal call or users can call from an outside line and dial
the feature code for IVR followed by their extension when an auto-attendant prompts them to
dial the extension they wish to reach.
Users must authenticate before they can edit their configuration settings via IVR. When users
dial into their personal IVR they are prompted to enter their PIN. The IVR PIN is assigned to
each extension when the extension is created. See Section 14.3.3 on page 134 for information
on how to configure the IVR PIN for SIP extensions and Section 14.3.11 on page 142 for
analog phone extensions. If a user authenticates successfully, then he or she is guided through
the personal IVR menus via a pre-recorded audio prompts. If a user fails to authenticate, the
X6004 plays a message indicating that a wrong password was entered and the call is dropped.