IVR Greeting for DID
Description
This section shows how to add a simple Greeting in front of any DID. When a caller calls the relevant DID, the Greeting will be played and then the call will be routed to the the appropriate action described in DID settings (to Local User, to Calling Card Dial Plan, to ANI/PIN Dial Plan, to Callback Dial Plan, to PBX Function and similar).
The following example shows how to add a Greeting to the ANI/PIN Dial Plan (DP). The example is also valid for any other DID, not just ANI/PIN DP.
We have a DID: 1111111111, which points to ANI/PIN DP. That means, when the caller dials 1111111111 he goes straight to the ANI/PIN Authentication DP (Dial Plan), where the system tries to authenticate the caller by ANI and/or PIN.
So currently we have:
Caller -> DID (1111111111) -> ANI/PIN DP.
We want to add the Greeting so the user hears: "Hello, thank you for calling company X."
We need to configure the system in the following way:
Caller -> DID (1111111111) -> IVR (Greeting) -> Fake DID -> ANI/PIN DP.
The Fake DID is used internally and not visible to anybody; it is used ONLY to forward the call from IVR (Greeting) to ANI/PIN DP.
We will use Fake DID: 111111111100 (adding '00' at the end of the real DID to mark this DID as fake, solely for informational purposes - it has no other meaning).
IVR cannot exist by itself. We need to put it into the Dial Plan (to tell the system when this IVR can be reached). We will set it up to "always", so that whenever a caller dials the DID, he always hears the Greeting.
So we will have:
Caller -> DID (1111111111) -> IVR (Greeting) DP -> Fake DID (111111111100) -> ANI/PIN DP.
Setup
The necessary steps to set all this up are:
- Create ANI/PIN DP.
- Create Fake DID (111111111100) and assign ANI/PIN DP to it.
- Create IVR with Greeting and point it to Fake DID.
- Create IVR Dial Plan and assign time when this IVR (Greeting) can be reached.
- Create DID (1111111111) and assign it to IVR (Greeting) DP.
After this, when the Caller dials DID (1111111111), he should hear the Greeting and the system will forward him to ANI/PIN DP.
Example
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