This article provides information for Administrators on how to use Visual IVR Editor.
The Visual IVR Editor lets Administrators configure the account's Multi-level IVR using an easy to use graphical interface. This feature helps Administrators to add IVR menus and assign them to extensions with just a few clicks. It allows Administrators to edit and update an existing IVR menu. Once the configuration has been saved, Avaya Cloud Office will automatically verify the settings and display any missing information.
You can create your IVR Menu and prompts even when your Multi-IVR Menu is disabled. To apply the configuration to your Avaya Cloud Office account, you must activate your Multi-Level IVR menu for callers. You can do this by switching your Auto-Receptionist's IVR Mode from Single-Level to Multi-Level.
Administrators can log in to the Avaya Cloud Office account and access the Visual IVR Editor by going to Admin Portal > Phone System > Auto-Receptionist > IVR Editor tab. Below the Visual IVR Editor, click Launch Visual IVR Editor. If you are accessing the Visual IVR Editor for the first time, a short interactive demo will be shown to guide you in navigating the Visual IVR Editor.
From the Visual IVR Editor, the following actions can be done:
Create a new IVR menu
Open and edit an existing IVR menu
Delete an IVR menu
Create a new IVR menu
Below New Tree, click the Phone icon. This will automatically generate a menu with a preset extension which can be customized later. You can perform any of the following actions:
Add sub-items to the IVR menu - lets to add sub-items to your IVR tree.
Edit the IVR menu settings - changes the Name and Extension of the IVR menu, and set the IVR menu's prompts and Key presses.
Duplicate an IVR menu - duplicates a sub-menu and places it under other menus.
Open and edit an existing IVR menu
1. Click the Folder icon on the top left corner of the Visual IVR Editor interface. This will bring up your list of existing menus.
2. Click the IVR menu to edit. The IVR menu's preview will be displayed on the right pane. Click Open.
You can perform any of the following actions:
Add sub-items to the IVR menu - lets to add sub-items to your IVR tree.
Edit the IVR menu settings - changes the Name and Extension of the IVR menu, and set the IVR menu's prompts and Key presses.
Duplicate an IVR menu - duplicates a sub-menu and places it under other menus.
Add sub-items to the IVR menu
1. Hover your mouse over the menu, then click the Plus icon.
2. This will expand to show a list of sub-items that you can add. The following sub-items can be added to an IVR Menu:
• New menu - Lets you create a new menu as an option to your IVR tree. The extension and name are auto-generated and can be edited later.
• Existing menu - Lets you use and add an existing menu to your IVR tree. When you select this option, the list of menus will open on the left-hand part of the page. Click on the desired menu to preview it, and then click the Use button to add it to your IVR tree.
• External transfer - Lets you include an external number in your tree. When you select this option, your callers will be transferred to the number that you have specified.
• Directory - Lets you attach your Avaya Cloud Office dial-by-name directory to your IVR tree.
• Voicemail - Gives an option to your callers to leave a voicemail.
• Extension - Lets you add a specific extension to your IVR tree. This can be a group or a User.
3. After adding sub-items to your IVR menu, the editor will automatically assign the key presses. These can be changed by directly clicking on the number.
4. To save the configuration, click Save located at the top left corner of the Visual IVR Editor. Avaya Cloud Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.
Edit the IVR menu settings
Menus can be customized for better organization and functionality.
1. Hover your mouse over an existing Menu in the Visual IVR Editor, then click the More button 
(ellipsis).
2. Click Settings.
3. Click the Menu Settings tab to configure - Extension Info, Prompt, and Key Presses.
Extension Info tab
Extension Number - lets you route calls to this IVR menu.
Menu Name - lets you identify an IVR Menu. It is recommended to change it to indicate how the menu is used (e.g. Support Menu).
Language - lets you choose the default language you want to use for IVR menu Text to Speech greeting.
Site - lets you select the site where the IVR menu should be assigned to.
Prompt tab
Lets you assign an Audio prompt or use the Text to speech prompt. Audio prompt lets you assign one of the pre-recorded prompts that you have imported from your computer to your Avaya Cloud Office account. The Text to speech feature lets you define your greeting by typing it in the box provided.
Key Presses tab
Generic Key Presses - lets you change how the # and * keys function for the menu. You can also change what happens when the caller does no action after the audio prompt has been played 3 times. See Generic Key Presses for more information.
4. Click Done.
5. Click Save. Avaya Cloud Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.
Generic Key Presses
Use the default settings
Specify the generic key press settings
Use the default settings
The default settings follow the actions below:
Press #: Repeat menu greeting
Press *: Return to previous menu
If caller enters no action after the prompt has played 3 times: Disconnect the call
Specify the generic key press settings
1. Below Press #, click the drop-down list, then select:
• Repeat menu greeting
• Return to root menu
• Return to previous menu
2. Below Press *, click the drop-down list, then select:
• Repeat menu greeting
• Return to root menu
• Return to previous menu
3. For If caller enters no action after the prompt played 3 times, select Disconnect the call or Connect to extension.
4. If you selected Connect to extension, click Select Extension.
5. Select the extension, then click Done.
6. Click Done.
7. Click Save. Avaya Cloud Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.
Duplicate an IVR Menu
IVR menus can be easily duplicated and placed under other menus. This is especially useful if you're managing bigger IVR menu trees across several departments that require similar menu options.
1. Hover your mouse over a sub-menu in the Visual IVR Editor, then click the More button 
(ellipsis).
2. Click Duplicate.
3. Drag and drop the duplicate menu to the target place.
4. When you drop the duplicate sub-menu to your IVR Menu, a confirmation box will appear giving you an option to create a linked or unlinked copy of the sub-menu. When you create a linked copy, future changes made to this instance will apply to all other linked instances in your account. You can create a linked copy then unlink it later if needed.
NOTE: To unlink a copy of a sub-menu, click the chain-link 
on the sub-menu.
5. Click Save. Avaya Cloud Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.
Delete an IVR Menu
1. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Menus tab.
2. Click Delete next to the IVR menu to remove.
3. On the confirmation window, click Delete.
4. To remove linked items and sub-menus, click the item's More button 
(ellipsis). Click Delete.
