Media Channels and IVR Routing

Media Channels refer to the dialled numbers that are routed from the PBX or SIP trunk to the UCS system. Based on the number dialled, the PBX directs the call to the UCS platform, where the call flow begins with an Interactive Voice Response (IVR) module.

Each IVR consists of one or more IVR channels, with each channel representing a distinct path within the call flow. These IVR channels are triggered by the specific Media Channel to which they are assigned.

Text Channels

Text Channels serve as the entry point for messages originating from social media platforms. Similar to voice calls, incoming text messages are routed through an IVR channel to initiate the appropriate call flow.

IVR Types

There are two types of IVRs:

1. Default IVR – A system-defined IVR named Default that acts as a fallback mechanism. This IVR is always active and cannot be renamed or deleted.
2. User-defined IVRs – These can be fully customised to meet specific operational requirements. Each user-defined IVR can include unique greeting prompts, routing rules, and operational modes.

By leveraging multiple IVRs, you can tailor the caller experience and define distinct workflows based on the originating Media or Text Channel.

Configure IVR System

The IVR Default is activated when a call is not claimed by one of the user-defined IVRs. Click on the Default IVR, click Edit

Create new IVR with IVR channels

Create a new IVR

1. To create a new IVR, click Add.
2. Fill out the details using the above definitions.
3. Click Add to save your changes
4. The next step is adding IVR channels to the IVR

Create a new IVR Channel

1. Click IVR channels and any existing IVR channels in any IVR are displayed
2. To create a new IVR channel, click Add. On the right hand side the following pane opens

3. Click Add to save the IVR channel configuration.

• Because of caching it can take up to 1 minute before a renamed IVR channel is saved and effective. 
• Cirrus can assign dedicated Number plans to media Voice channels in the backgound. This allows for e.g. use of Voice channels specific for callers from other countries. This way they can enter call back numbers without having to enter their specific country code.

Voice channel for User Logon 

This channel can be used by Users to log in (switch Available), not Available or log off. 

It is also possible to record a personal Agent Greeting, which will be played to the caller if a call is routed to the Agent. 

The User-logon option activates a system-defined route with guidance by system Prompts. 

If this User is also an Agent, then he will be automatically logged in as an Agent. 

So, this IVR channel can also be used by Phone-based Agents. 

It is also possible to use User Logon as the Next Module.

Voice channel for User Presence Switching

Presence switching enables Users to switch their presence status using a telephone by dialing a key sequence e.g. *23*1# or *24*3*1500# for the extended format. This sequence can be programmed under a key (the key sequence must be sent ‘en-block’). When pressing this key, the PBX will set up a call to the UCS system, pass the digit string where it will be processed. The presence status of the User will be switched and optionally diversion to voicemail or any other configured number initiated. The key-light will also indicate the status. 

In the UCS system, one or more media channels need to be configured matching the prefixes to dial. Also IVR channels must be defined with the action ‘Presence switching’ defined.

Switching scheme

The formal syntax of the digit sequence is ‘*[*] or [*][#]’<prefix>*<code>[*<date>] or [*<time>][#]'

<prefix> needs to start with a *

<code> can be any of:

0. Available (note: date/time will be ignored)
1. Busy (+date)
2. Sick (+date)
3. Be_Right_back (+time)
4. Out_Of_Office (+date)
5. Lunch (+time)
6. Meeting (+time)
7. Business trip (+date)
8. Holiday (+date)
9. Other (+time)

can be ‘mmdd’ (Note: month first!) can be ‘mmdd’ (Note: month first!) <date> can be ‘mmdd’ (Note: month first!)

<time> can be ‘hhmm’ 

Note that date and time can be omitted:

• for be_right_back status the default will be 20 min
• for out-of-office, official matter and holiday status the default will be one day (return the next business day 
  08:00 AM)
• for lunch, meeting and other statuses the default will be one hour

It is not possible to set a status with a combined end date-time.

Users can only use this feature from their configured office phone extension or mobile phone number.
To initiate forwarding, the User needs to enable this in the Portal and define the forwarding destinations, 
one for Out-of-office and one destination for all other not-available statuses.

Voice channel for Remote dial through 

When this option is enabled, a user who calls this channel and has the "Remote Dial Through Allowed" permission can place outbound calls on behalf of the company. Once the UCS system answers the call, the user will be prompted to enter the desired destination number, followed by the hash key (#). UCS will then attempt to initiate the outbound call and connect the user to the specified destination.

Module for User Logon

The User Logon Module enables users to manage their availability status within the system. Through this module, users can:

• Log in (set status to Available)
• Set their status to Not Available
• Log off from the system

Additionally, users have the option to record a personal Agent Greeting, which will be played to callers when a call is routed to them.

Upon accessing the User Logon option, the system initiates a predefined routing process, guided by system prompts. If the user is also configured as an Agent, they will be automatically logged in as an Agent upon successful logon.

This module is fully compatible with phone-based agents.

Phone-Based Logon (Keyword: “PHONE”)

By specifying the keyword “PHONE” in parameter1, the system will prompt the user to enter their office phone number—provided no other user is currently logged in on that extension. This feature allows users to log in from any extension, including those assigned to other users.

Module for Mailbox Access

This module is designed for Mailbox Owners and Users to listen to their voicemail via their phone. Additionally, Mailbox Owners can modify their mailbox settings.

A caller diverted to an IVR channel using this voicemail access module will be directed to the mailbox of the diverted number (see Appendix 25). Therefore, this channel can serve as the forwarding destination for Users with an “If Not Available” status, ensuring callers are routed to their mailboxes.

Users accessing this voicemail module directly will be guided by system prompts (see Appendix 26).

Important Considerations:

• Ensure that the media channel selected for voicemail access can accommodate at least three concurrent callers and supports both inbound and outbound calls. This allows one User to listen to voicemail while another caller leaves a message.
• The User’s extension must be defined as an office phone in their User settings.
• The “Announce User Presence” option is typically enabled for this voice channel.
• Entering “PIN” in Parameter1 will require the Mailbox Owner to enter their PIN code.

Module for Conference Access

This module allows up to 12 participants to connect in a conference call.

Additionally, this feature can be used for Emergency Team communication, such as in the event of a fire, when First Aid is required, or any other situation needing immediate assistance. This setup is determined on a project basis, so please consult your sales representative.

By dialling an IVR channel using this Conference Access module, all participants who enter the same pre-agreed four-digit PIN code will join the same conference.

Key Considerations:

• Conference access requires a licence.
• Each participant consumes one conferencing licence.
• Pressing the ‘*’ key during a conference will announce the number of participants.
• If a PIN code is defined in Parameter1, callers will not be required to enter a PIN and all participants will automatically join the same conference.
• To enable group calling in emergency situations, follow these steps:
• If a Group Name is defined in Parameter1, all members of that group will join the same conference when the Conference Access module is used.

• If a Prompt Number is set in Parameter2, members must confirm participation by entering a DTMF key. This is useful for members logged in via mobile devices.

Module for Ad-Hoc Management

This module enables users to activate, deactivate, or record Prompt 1 of a selected Ad-Hoc Message.

It will only be visible to the Administrator if the “Play Ad-Hoc Message” module in UMC is active.

Call Flow:

1. The user dials a voice channel that directs them to the Ad-Hoc Management module.
2. They enter a PIN code (defined in Parameter 1).
3. A menu is presented with the following options:

• Activate or deactivate the Ad-Hoc Message (defined in the Instance).
• Record or listen to a prompt (defined in Parameter 2).

If the caller selects option 1 to activate the message, the prompt number defined in Parameter 2 will continue playing until the Ad-Hoc Message is deactivated.