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IVR System with Function Numbers in the wwcom enviroment
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What is IVR in the WWCOM VPBX environment?
Setting up an IVR system (Interactive Voice Response) in the WWCOM VPBX platform allows calls to be efficiently managed and routed to the correct destination through structured menu selections. Combined with function numbers, a flexible and automated call flow is created. In this article, we show you, using a practical example, how to link an IVR with function numbers and configure it correctly in the dial plan.
What is a function number?
Function numbers are four-digit internal numbers that can be linked with specific actions in the VPBX – such as forwarding to a group, playing an announcement, or connecting to an external number. These numbers can be dialed by an IVR to trigger different processes based on the caller’s selection.
Creating an IVR
Example procedure for IVR configuration
1. Main number forwards directly to an IVR
The public phone number (e.g., 071 122 33 44) is configured in the dial plan so that all calls are forwarded directly to an IVR (e.g., IVR during business hours):
2. IVR menu with selection options
In the IVR configuration, several options can be offered through an announcement:
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Button 1: Forward to function number 2000
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Button 2: Forward to function number 2001
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Button 3: Forward to function number 2002
Die Auswahl durch den Anrufer löst jeweils den nächsten Schritt im Dialplan aus.
Verknüpfung der Funktionsnummern im Dialplan
The function numbers must also be stored in the dial plan and assigned specific actions. Example configuration for 2003:
2003 --> Always call --> Pikett-Mobile group --> Pikett service outside business hours announcement
This chain is triggered by the IVR “IVR outside business hours,” e.g., during non-business times.
Example function number "2003":
This function number is used so that the members of the "Pikett Mobile" group, who are stored as participants with their mobile numbers, can be configured in the call routing.
Dial plan "2003" / Call routing "2003":
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Conclusion:
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Create your desired function numbers in the VPBX (e.g., 2000–2003).
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Set up one or more IVRs (e.g., “during business hours” / “outside business hours”).
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Link the IVR buttons with the corresponding function numbers.
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Configure both the main number and the target numbers (function numbers) in the dial plan.
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Test the flow by calling to ensure that all forwards work as intended