Interactive Voice Response (IVR) or auto attendant is an effective way to handle incoming calls by automatically directing callers to the right destination based on their menu choices. By configuring an IVR in 3CX, you can enhance customer service and reduce the burden on your staff.

1. What is IVR and why use it

IVR stands for Interactive Voice Response and is a system that enables communication between a person and a computer via voice commands or keypad inputs on the phone. It is often used to create automated menu choices that can direct calls to different departments, salespeople, or information pages.

2. Record or upload greeting (WAV/MP3)

  1. Step 1: Prepare your message

    To create a professional greeting, consider using a short and clear message that informs the caller what they can expect.

  2. Step 2: Record or upload the file

    Use a voice recorder or a program like Audacity to record your message. Save the file in WAV or MP3 format.

3. Create Digital Receptionist in 3CX admin

  1. Step 1: Log in to 3CX Management Console

    Go to your web browser and log in to the 3CX Management Console with your administrator credentials.

  2. Step 2: Navigate to Digital Receptionist

    In the left menu, click on Digital Receptionist.

  3. Step 3: Create a new Digital Receptionist

    Click on the Add button to create a new Digital Receptionist and fill in the necessary information.

4. Configure menu options (Press 1 for support, 2 for sales)

  1. Step 1: Define menu options

    In Digital Receptionist settings, define the menu options you want to have. For example, you can create options for support and sales.

  2. Step 2: Connect menu options to destination numbers

    For each menu option, connect it to a specific destination number or queue where calls should be directed.

5. Connect DID number from Internetport to IVR

  1. Step 1: Retrieve DID information from Internetport

    Go to Internetport Customer Portal, navigate to My Services, and retrieve the DID number information.

  2. Step 2: Configure DID in 3CX

    In the 3CX Management Console, go to Phone Numbers, click on Add, and enter the DID number from Internetport.

  3. Step 3: Connect DID to Digital Receptionist

    Select the recently created DID number and under destination number settings, choose the Digital Receptionist you previously created.

6. Test IVR with incoming test calls

  1. Step 1: Call the DID number

    Call the DID number you connected to Digital Receptionist to test if the system works as expected.

  2. Step 2: Verify menu options and routing

    Check that the greeting plays correctly and that menu options direct calls to the right destinations.

Common issues

  • Calls end up in the wrong place: Check that the DID number is correctly configured in 3CX and that menu options are correctly connected to the right destination numbers.
  • Recording does not play: Ensure that the recording is in WAV or MP3 format and that the file size does not exceed the maximum limits supported by 3CX. Also, check that the file has been uploaded correctly.

For more help, contact Internetport support.