Allow Callers to Dial Numbers via IVR

An IVR (Interactive Voice Response) is the automated menu that answers a call and routes the caller based on the keys they press. By default, an IVR sends callers through the key options you define. You can also let callers who already know the number of a ring group, queue, or conference room dial that number straight from the IVR menu to reach it, skipping the menu options entirely. This page walks through enabling that behavior for an IVR.

Note

Callers dial these numbers using their phone keypad. The IVR reads those key presses as DTMF (Dual-Tone Multi-Frequency) tones, the touch-tone signals a phone sends for each digit.

Requirements

Your PBX server must be running firmware version 84.16.0.70 or later. On an older version the Allow Calling Numbers option will not appear.

Before you begin

• Create the IVR you want to update, and make sure the ring groups, queues, or conference rooms you plan to expose already exist. You can only select destinations that are already configured.
• Record or upload an IVR greeting that tells callers they can dial a ring group, queue, or conference room number directly. For guidance, see Set Up IVR Prompts.

Tip

Callers have no way to discover these numbers on their own, so state them in the greeting (for example, “For the sales queue, dial 6000”). Without that prompt, the feature is enabled but no one will use it.

Enable direct dialing from an IVR

1. Sign in to the management portal and go to Call Features > IVR, then open the IVR you want to edit.

2. Select the Allow Calling Numbers checkbox. In the fields that appear, move each ring group, queue, or conference room you want to make reachable from the Available list into the Selected list.

   

   Note

   The Available list shows every ring group, queue, and conference room configured on the system. Only the destinations you move into the Selected list become dialable from this IVR. Any destination left in Available stays unreachable through this menu.

   Caution

   Every destination in the Selected list can be reached by anyone who calls this IVR. Move over only the numbers you intend to be publicly dialable, and leave internal-only groups (for example, a management or after-hours queue) out.

3. Click Save, then Apply.

   Caution

   The change is not live until you click Apply. Saving alone stores the setting but does not push it to the phone system, so callers will not be able to dial the numbers until you apply the configuration.

Result

Callers who reach this IVR can now dial the number of any ring group, queue, or conference room you moved into the Selected list to be connected directly to that destination.