To enhance communication with your customers using Interactive Voice Response (IVR) and Digital Receptionist in Grandstream UCM, it's important to configure an IVR greeting and menu options. This guide provides step-by-step instructions on recording or uploading a greeting, creating the IVR menu, handling invalid inputs and timeouts, and connecting IVR to DID via Inbound Route.

Record or Upload IVR Greeting in UCM

  1. Step 1: Log in to Grandstream UCM Portal

    Go to your Grandstream UCM portal page and log in with your credentials.

  2. Step 2: Navigate to IVR Management

    In the menu, select PBX Settings and then IVR.

  3. Step 3: Create a New Greeting

    Click on Add New Greeting. You can either record a greeting directly via microphone or upload a file from your computer.

Create IVR Menu under PBX Settings IVR

  1. Step 4: Create New IVR Menu

    Click on Add New IVR. Give the menu a name and select the greeting you created earlier.

Configure Button Options and Destinations

  1. Step 5: Add Menu Items

    In the IVR menu, click on Add New Menu Item. Enter a number for the button and select the destination (e.g., an internal extension or external line).

Handle Invalid Inputs and Timeouts

  1. Step 6: Configure Handling of Invalid Inputs

    In the IVR menu, set what should happen if a user enters an invalid number. You can choose to repeat the greeting or direct to another destination.

  2. Step 7: Set Timeout

    Configure how long the system should wait for user input before forwarding the call. You can also select a destination for timeout calls.

Connect IVR to DID via Inbound Route

  1. Step 8: Navigate to Inbound Routes

    Go to PBX Settings and then Inbound Routes.

  2. Step 9: Edit or Create a New Inbound Route

    Select the DID you want to connect IVR to. Click on Edit to change existing settings or Add New Inbound Route if you want to create a new one.

  3. Step 10: Select IVR as Destination

    In the destination box, select the IVR menu you created earlier and save changes.

Test IVR with Different Options

  1. Step 11: Test the Call

    Dial the DID number to test the IVR menu. Ensure that the greeting plays correctly and that menu options work as expected.

Common Issues

  • Greeting does not play: Make sure the file format is supported by Grandstream UCM and that the greeting uploaded without errors. Try recording a new greeting.
  • Incorrect destination on menu selection: Check that the correct destination is configured for each menu option in the IVR menu.

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