The
BT Cloud Work Multi-level IVR is a hierarchical menu structure that expands the capability of the
Auto-Receptionist Feature on the BT Cloud Work Portal. It allows companies to deploy a more sophisticated auto-receptionist menu. Calls to your company number can be connected to a top-level IVR menu which can be configured to connect to additional IVR menus or other system extensions.
The Multi-level IVR feature is available to all BT Cloud Work plans: Basic, Connect, and Collaborate. Up to 250 IVR menus can be added.
You can set up your Multi-level IVR by following the steps below:
Other IVR menu Topics
Adding an IVR menu
Before you can switch your company call handling to Multi-Level IVR, you must first add and set up your IVR menu. To add an IVR menu, follow the steps below:
1. Log in to your BT Cloud Work Portal.
2. Under Phone system, click Auto-Receptionist.
3. Click the IVR menus tab.
4. Click the New IVR menu button.
5. Specify the Extension number and the Extension name.
6. Click Save.
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Setting up an Audio Prompt for the IVR menu
After creating an IVR menu, you would need to set up an Audio Prompt to guide your caller. Setting up an IVR menu Audio Prompt can be done in 2 ways:
• Custom Audio - Upload a pre-recorded prompt for your IVR menu.
• Text-to-Speech - Type the prompts — the BT Cloud Work's automated system then reads the prompts to your callers.
For more information, go to Set up an IVR Menu Audio Prompt | BT Cloud Work
Adding a Key press assignment to an IVR menu
1. Click the IVR menu that needs to be modified from the list.
2. Click Key presses.
3. Click Add key.
4. Select a Key press. You can only use a keypress once for each menu.
5. A caller can press the numbers 0 to 9 in the IVR menu. Specify where the call goes when the number indicated in Key press is selected by the caller.
6. Select an Action:
• Connect to - connects the caller to the specified extension. You can choose any extension including IVR menus, users, and call groups.
• Transfer to voicemail of - connects the caller to the extension's voicemail prompt. Make sure to set up the extension's voicemail settings.
• Connect to dial-by-name directory - connects the caller to the dial-by-name directory.
• External Transfer - connects the caller to a specified external number.
7. Select an extension, then click Save.
NOTE: Repeat steps 1-6 with each key press assignment.
Switching to Multi-level IVR
To switch from Single Level IVR to Multi-Level IVR, follow the steps below:
IMPORTANT: An IVR menu needs to be added before you can switch to Multi-level IVR.
1. Log in to your BT Cloud Work Portal.
2. On the Admin Portal, go to Phone system > Auto-Receptionist.
3. Click the Single level drop-down, then select Multi-level.
4. Check the box to acknowledge, then click Continue.
5. Select the top level IVR menu where you want to connect your company calls to, then click Save.
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Accessing and Configuring an XML File to Define your IVR menu Settings
For advanced users, you can choose to import an XML file to define how your multi-level IVR menus behave.
To see samples, go to Phone system > Auto-Receptionist > IVR Editor. Click Single-level IVR or Multi-level IVR.
You can then choose to Import an XML file to define your IVR settings or Export your current IVR setup into an XML file.
