Advanced Training: Admin

Inbound IVR

The IVR Manager is the second major component of the Inbound system. To work properly, the IVR system requires a toll-free number, or an available LocalPresence™ number.

We're all familiar with the basic premise of an IVR—you call up a company and navigate a menu that directs traffic to the most appropriate destination. The trick to using the IVR tool is to have a good map, or "tree," showing all of the options and the branches that a user might navigate.

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It's also a good idea to have all of the recordings you'll use in the various "branches" ready before hand. This typically speeds up the process of creating the IVR tree, because there are clear reference points for the content.

IVR Manager Terms

The options available within an IVR are simple to explain, but not necessarily as easy to logically connect in actual use. Give yourself some time and room to "play" with the various options until you have the IVR set the way you would like.

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The numbers you see represented in the screenshot—0, 1, 2, etc.—are the numbers the caller will press on their handset to select the chosen option.

The options themselves are outlined in the following table.

Term Description
Forward This is the simplest option to understand. When the caller presses a button on their handset, it takes the phone call from the toll-free number in the IVR system and sends it directly to any other phone number of your choice. This is typically used if you want to send the call to another phone system, to a voice message line, or even to patch the call directly to a desk phone line of your choosing.
Forward to Owner Checks the incoming caller ID to see if it is associated with a record of a previous call. If it is, the IVR sends the call to the agent who owns that record. For more detailed information, see the section entitled Forward to Owner and Forward to Last Caller below this list.
Forward to Last Caller Checks the incoming caller ID to see if it is associated with a record of a previous call. If it is, the IVR sends the call to the agent who made the most recent dialer impression. For more detailed information, see the section entitled Forward to Owner and Forward to Last Caller below this list.
ACD This option takes the call and passes into an ACD route established in the system. After moving to the ACD, the call operates under the parameters of the ACD.
IVR Wends the caller to a second IVR menu system, with an entirely new series of branching options. If a caller is sent to another IVR, they can be sent back to the original IVR using the next option in the list, an IVR Link.
IVR Link As mentioned, this option will move a caller from one IVR menu tree to another within the same IVR. Be aware that this will NOT move a call outside its current IVR folder. To move a call to an entirely different phone number, use the Forward option.
Phone Survey This option takes the caller to a series of pre-recorded input questions, where the responses can be captured.
Voice Message Sends the caller to a pre-recorded voice message to listen to. This is generally used for informational purposes only, as the caller cannot go back to a previous IVR menu option, and the call will disconnect as soon as the message finishes playing.
Phone Number Lookup Provides a link to the contact database. This would generally be used internally by a company who wants to provide its employees access to the database. This option requires specific integration setup features for it to be accessible.
Employee Extension By Number This options provides a link to an internal company directory listing, where a caller could then enter a second extension number and connect.
Collect Credit Card Info This option takes the user to an interactive menu, where they must enter credit card information to be billed before they can access the system further.
Agent Login Provides a remote access login for agents who need to login in to check their voice messages or otherwise access their own phone system.

Outline for Creating an IVR

To review, here is a short, step-by-step process for creating your IVR:

  1. Have all of the needed recordings for the voice menu ready.
  2. Add the toll-free number(s) or LocalPresence™ to the IVR.
  3. Once at least one number is added, give your IVR a name, and save it. After saving the IVR, it will create a small folder icon on the left side of the manager, indicating a new IVR tree.
  4. To add new options, right-click on the folder name, and you’ll see the list of options that can be added to the IVR.
  5. Add any options to the IVR as needed.
  6. Save your IVR when finished. Your IVR is now ready to be called.

Forward to Owner and Forward to Last Caller

These features check the incoming caller ID to see if it is associated with a record of a previous call. If it is, it instructs the IVR to send the call either to the agent who owns that record, or to the agent who made the most recent dialer impression.

Both Forward to Owner and Forward to Last Caller can significantly enhance routing inbound call traffic. Callers are much more likely to get routed to agents they've already been working with, helping build rapport and streamline the sales process.

Forward to Owner

This action instructs the inbound dialer server to look for the user who owns the record associated with an inbound call. This obviously assumes that the system finds a valid database record that matches the inbound caller ID.

Once the record is found and the owner identified, the system will attempt to route the call assuming that 1) the user is logged in to the inbound system, and 2) marked as available to receive inbound calls.

The Forward to Owner feature doesn't care which ACD the agent is logged in to, only that he or she is flagged as available.

Once the call is routed, the standard inbound process occurs.

Forward to Owner Option Window

(Forward to Owner in
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Here are the available options:


Sets the object type for the record search. Leads and contacts are supported. If the inbound caller ID does not have a match in the selected object database, the system will move to the No Match Failover.

Ring Timeout

This is the same as the setting for ACDs, where the time (in seconds) determines how long the agent has to pick up their phone it rings. If the agent does not pick up in time, the system assumes the user is unavailable and moves to the No Answer Failover.

Accept Timeout

If a user is logged in to inbound and marked as available, but is currently working an outbound call, the system gives the user an option to accept or ignore an inbound call before moving on. This controls how much time the user has to accept the call. If the user does not accept, or the countdown times out, the No Answer Failover goes into effect.

No Answer Failover

As noted, this option is activated any time a Ring Timeout or Accept Timeoutis reached. There are four options to choose from in this field:

  • Forward to Number - Sends the inbound call DIRECTLY to the number entered. Note that this option has the call leave the dialer system, and the associated call metrics (talk time, call length, etc.) will no longer be tracked or reported in your LMP.

(No Answer Failover / Forward to Number fields)
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  • ACD - Sends the call to an ACD queue of your choice. The call will then be handled normally by the ACD system.

(No Answer Failover - ACD / ACD selection dropdowns)
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  • IVR Link - Sends the call to the initial entry point menu for the specified IVR. This is useful for looping calls back to a menu, or moving the call to a different menu entirely if needed. If no additional IVRs are set up other than the current one, the current IVR will be the only available option in the dropdown.

(No Answer Failover - IVR Link / IVR selection)
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  • Forward to Owner Station - This option identifies the object owner, and forwards the number directly to their identified agent station number. This number is taken from the user's profile in Salesforce. This is useful if you want to ensure that even if the agent isn't available, they will receive the voicemail in their inbox instead of routing the call back out to a general agent pool.

(No Answer Failover - Forward to Owner Station)
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No Match Failover

This option is nearly identical to the No Answer Failover, except that it only applies in cases where the system does not find a record match found. No Match Failover does not include a "Forward to Owner Station" option, because if there is no matching record, there is nothing for an agent to "own." The other three options -- Forward to Number, ACD, and IVR Link -- are still available.

(No Answer Failover - Forward to Last Caller Station)
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Forward to Last Caller

The Forward to Last Caller function is nearly identical to Forward to Owner, except instead of the dialer server looking for the record owner, it looks for the last dial impression made. The system runs a reverse-lookup on the incoming caller ID, finds any records that match, and chooses the one with the most recent dial impression made to it, whether a lead, contact, or account.

At that point, the user who made the dial impression (assuming they're logged in to an ACD and available) receives the inbound screen pop, and either their phone rings (if they are not on an outbound call), or they receive the accept / ignore notification (if they are on an outbound call).

Forward to Last Caller Option Window

The user interface in the IVR is very similar to the Forward to Owner function.

Manage Area Code Groups - Main Page
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Here are the available options:

Called Within

This sets a time limit in days on how far back to look for the last dial impression. If a record has been called, but the last attempt falls outside the "Called Within" setting, it will be disqualified. If no records meet the "Called Within" setting, the call will move to the No Match Failover.

Ring Timeout / Accept Timeout

These are identical to the options for Forward to Owner.

No Answer Failover / No Match Failover

These are also identical to the Forward to Owner settings, with one small difference. Instead of a "Forward to Owner Station" option, there is a "Forward to Last Caller Station" option in its place.

(No Answer Failover - Forward to Last Caller Station)
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