Set up IVR Custom Key

A custom key lets an IVR (Interactive Voice Response, the automated phone menu callers hear) gate part of your call flow behind a PIN (Personal Identification Number, the numeric code a caller types on the phone keypad). When a caller reaches the menu and presses the key you define, Cloud Voice asks for a code and only forwards the call if the code checks out. This is handy when you want to keep a premium service or a dedicated support line reserved for verified callers. You can accept a single shared PIN or validate entries against a whole PIN list.

Note

Your PBX (Private Branch Exchange, the phone system server) must be running firmware 84.16.0.70 or later. If it is on an older version, the custom key option will not appear.

Before you start

1. Record or upload an IVR prompt that tells callers which key to press and to enter their PIN.

2. Optionally, create a PIN list if you want to validate callers against a set of codes rather than one shared code.

   Note

   Skip the PIN list if a single PIN is all you need for the custom key.

Configure the custom key

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

2. On the Basic tab, use the Prompt drop-down to choose the greeting that directs callers to the custom key.

   Note

   You can queue up to five audio files. Cloud Voice plays them back in the order you list them.

   

3. Open the Key Press Event tab and turn on custom keys.

   

   1. Click Advanced Settings in the top-right corner.
   2. In the window that appears, tick Custom Key and click Confirm.
   3. Optional: Tick Keep Current Settings to preserve the key press events you already have in place.
   4. Click OK.

4. Define the key itself.

   

   Tip

   Choose Single Key when one shared code is fine for everyone. Choose PIN List when you want to validate callers against several codes at once, for example a separate code per team, so you can manage them all in one place.

   1. Pick an option from the Key Type drop-down:

      • Single Key: Type the code in the Value field.

        Caution

        A PIN can be no longer than 21 characters. A longer entry will be rejected when you save.

      • PIN List: Choose the list you want to validate against from the PIN List drop-down.

   2. Use the Destination drop-down to set where a caller lands after entering a valid code.

5. Optional: Scroll to the Options section and turn on an end key so callers can signal that they have finished typing and be routed immediately.

   Caution

   With End Key switched on, do not use * or # anywhere in the custom key itself. Those characters double as the end-key signal, so a PIN that contains them will never match.

   

   1. Tick End Key.
   2. Choose either Press the ”#” key to end or Press the ”*” key to end.

6. Click Save, then Apply.

Tip

Before you rely on the key, place a test call into the IVR and press it. Enter a valid PIN to confirm the call reaches the destination you set, then enter a wrong PIN to confirm it falls through to your Response Timeout or Invalid Input destination.

Result

Any caller who knows the PIN can press the key inside the IVR and be forwarded to the destination you assigned.

Note

If your key press events also depend on time conditions, Cloud Voice validates the key first. A correct entry routes the call according to the applicable time condition; an incorrect entry sends the call to your Response Timeout or Invalid Input destination.