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Alcatel-Lucent Rainbow Office Software

Alcatel-Lucent Alcatel-Lucent Rainbow Office Software User guide

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The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE.
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Visual IVR Editor Guide
Edition 01 – March 2021
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 2
CONTENT
1. INTRODUCTION ................................................................................. 3
2. VISUAL IVR EDITOR GUIDE .................................................................... 3
2.1. How to access the Visual IVR Editor ............................................................... 3
2.2. Create a new IVR menu .............................................................................. 4
2.3. Open and edit an existing IVR menu ............................................................... 4
2.4. Add sub-items to the IVR menu .................................................................... 5
2.5. Edit the IVR menu settings .......................................................................... 6
2.6. Generic Key Presses .................................................................................. 8
2.6.1. Use the default settings .................................................................................... 8
2.6.2. Specify the generic key press settings ................................................................... 8
2.7. Duplicate an IVR Menu ............................................................................... 9
2.8. Delete an IVR Menu ................................................................................. 12
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 3
1. INTRODUCTION
This guide provides information for Administrators on how to use Visual IVR Editor.
The Visual IVR Editor lets Administrators configure the account's Multi-level IVR using an easy to use
graphical interface. This feature helps Administrators to add IVR menus and assign them to extensions
with just a few clicks. It allows Administrators to edit and update an existing IVR menu. Once the
configuration has been saved, Rainbow Office will automatically verify the settings and display any
missing information.
You can create your IVR Menu and prompts even when your Multi-IVR Menu is disabled. To apply the
configuration to your Rainbow Office account, you must activate your Multi-Level IVR menu for callers.
You can do this by switching your Auto-Receptionist's IVR Mode from Single-Level to Multi-Level.
2. VISUAL IVR EDITOR GUIDE
2.1. How to access the Visual IVR Editor
Administrators can log in to the Rainbow Office Online account and access the Visual IVR Editor by
going to Admin Portal > Phone System > Auto-Receptionist > IVR Editor tab.
Below the Visual IVR Editor, click Launch Visual IVR Editor. If you are accessing the Visual IVR Editor
for the first time, a short interactive demo will be shown to guide you in navigating the Visual IVR
Editor.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 4
2.2. Create a new IVR menu
Below New Tree, click the phone icon. This will automatically generate a menu with a preset extension
which can be customized later.
You can perform any of the following actions:
• Add sub-items to the IVR menu - lets to add sub-items to your IVR tree.
• Edit the IVR menu settings - changes the Name and Extension of the IVR menu and set the IVR
menu's prompts and Key presses.
• Duplicate an IVR menu - duplicates a sub-menu and places it under other menus.
2.3. Open and edit an existing IVR menu
1. Click the Folder icon on the top left corner of the Visual IVR Editor interface. This will bring up
your list of existing menus.
2. Click the IVR menu to edit. The IVR menu's preview will be displayed on the right pane. Click Open.
You can perform any of the following actions:
• Add sub-items to the IVR menu - lets to add sub-items to your IVR tree.
• Edit the IVR menu settings - changes the Name and Extension of the IVR menu and set the IVR
menu's prompts and Key presses.
• Duplicate an IVR menu - duplicates a sub-menu and places it under other menus.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 5
2.4. Add sub-items to the IVR menu
1. Hover your mouse over the menu, then click the Plus icon.
2. This will expand to show a list of sub-items that you can add. The following sub-items can be
added to an IVR Menu:
New menu - Lets you create a new menu as an option to your
IVR tree. The extension and name are auto generated and can
be edited later.
Existing menu - Lets you use and add an existing menu to your
IVR tree. When you select this option, the list of menus will
open on the left-hand part of the page. Click on the desired
menu to preview it, and then click the Use button to add it to
your IVR tree.
External transfer - Lets you include an external number in your
tree. When you select this option, your callers will be
transferred to the number that you have specified.
Directory - Lets you attach your Rainbow Office dial-by-name
directory to your IVR tree.
Voicemail - Gives an option to your callers to leave a voicemail.
Extension - Lets you add a specific extension to your IVR tree.
This can be a group or a User.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 6
2.5. Edit the IVR menu settings
1. The editor automatically assigns the key press numbers. To change the assigned numbers, click
the key press number, then type the correct one.
2. To save the configuration, click Save located at the top left corner of the Visual IVR Editor.
Rainbow Office automatically validates the configuration of your IVR menu and notifies you of any
invalid configuration.
Menus can be customized for better organization and functionality:
1. Hover your mouse over an existing Menu in the Visual IVR Editor, then click the More button
(ellipsis).
2. Click Settings to configure — Extension Info, Prompt, and Key Presses.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 7
Extension Info tab
• Extension Number - lets you route
calls to this IVR menu.
• Menu Name - lets you identify an
IVR Menu. It is recommended to
change it to indicate how the
menu is used (e.g. Support Menu).
• Language - lets you choose the
default language you want to use
for IVR menu Text to Speech
greeting.
• Site - lets you select the site
where the IVR menu should be
assigned to.
Prompt tab
Let’s you assign an Audio prompt or use
the Text to speech prompt. Audio
prompt lets you assign one of the pre-
recorded prompts that you have
imported from your computer to your
Rainbow Office account. The Text to
speech feature lets you define your
greeting by typing it in the box
provided.
Key Presses tab
Generic Key Presses - lets you change
how the # and * keys function for the
menu. You can also change what happens when the caller does no action after the audio prompt
has been played 3 times. See Generic Key Presses for more information.
3. Click Done.
4. Click Save. Rainbow Office automatically validates the configuration of your IVR menu and notifies
you of any invalid configuration.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 8
2.6. Generic Key Presses
2.6.1. Use the default settings
The default settings follow the actions below:
• Press #: Repeat menu greeting
• Press *: Return to previous menu
• If caller enters no action after the prompt has played 3 times: Disconnect the call
2.6.2. Specify the generic key press settings
1. Under Generic Key Presses, select Specify
2. Below Press #, click the drop-down list, then select:
• Repeat menu greeting
• Return to root menu
• Return to previous menu
3. Below Press *, click the drop-down list, then select:
• Repeat menu greeting
• Return to root menu
• Return to previous menu
4. For If caller enters no action after the prompt played 3 times, select Disconnect the call or Connect
to extension.
5. If you selected Connect to extension, click Select Extension.
6. Select the extension, then click Done.
7. Click Done.
8. Click Save. Rainbow Office automatically validates the configuration of your IVR menu and notifies
you of any invalid configuration.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 9
2.7. Duplicate an IVR Menu
IVR menus can be easily duplicated and placed under other menus. This is especially useful if you're
managing bigger IVR menu trees across several departments that require similar menu options.
1. Hover your mouse over a sub-menu in the Visual IVR Editor, then click the More button
(ellipsis).
2. Click Duplicate.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 10
3. Drag and drop the duplicate menu to the target place.
4. When you drop the duplicate sub-menu to your IVR Menu, a confirmation box will appear giving
you an option to create a linked or unlinked copy of the sub-menu. When you create a linked copy,
future changes made to this instance will apply to all other linked instances in your account. You
can create a linked copy then unlink it later if needed.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 11
To unlink a copy of a sub-menu, click the chain-link on the sub-menu.
5. Click Save. Rainbow Office automatically validates the configuration of your IVR menu and notifies
you of any invalid configuration.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 12
2.8. Delete an IVR Menu
1. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Menus tab.
2. Click Delete next to the IVR menu to remove.
3. On the confirmation window, click Delete.
4. To remove linked items and sub-menus, click the item's More button (ellipsis). Click Delete.
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 13
Visual IVR Editor Guide
The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. 14
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