PBX/IVR direct transfer to extension

How can I set up my PBX app such that it directly transfer the call to an extension without the need for the caller to press a key?

For auto attendant, the caller must press a key to transfer. However, you can use Voicent IVR Studio to design such an app to handle incoming calls. The design of such an app is really easy.

First, open IVR studio, create a new app for “inbound call application”.

Right click on the Incoming Call node, choose Add New Element…, choose Call Transfer….

In the General Tab, enter the extension to the box labeled Transfer Call to Agent/Phone. If you have not set up extensions for your agent yet, please go to Setup, PBX, Extension page to add extensions. Optionally, you can use queued transfer, or enter prompt before the call is transferred.

Save the app. Click Check Design button, then click the Deploy button to deploy the app to your account.

Posted in IVR Usage |

Release 10.5.1: Automated customer satisfaction survey by phone

Many businesses and call centers now require the capability to take an automated survey immediately after a phone call is finished by a sales or customer service staff. In addition, it is particular useful for an agent to transfer a live call to an automated IVR application. With the release of version 10.5.1, it is really easy to set it up.

Step 1. Design an IVR app for the survey

In this example, we design a simple inbound IVR application called “customer survey” as shown below. Once finished, deploy it to the gateway.

Step 2. Enable Transfer from Agent

You may have multiple auto attendant applications and IVR applications, enable the one that agent can transfer call to.

Choose Setup > PBX > IVR App from the main menu. Click the Edit button in the box labeled “Transfer to IVR”.

Step 3. Agent Dashboard

Now, your agent should be able to transfer to the IVR survey from Agent Dashboard. Simply click the transfer button, then select as shown below:

Survey Report

You can access your survey report right from the campaign sections, including analysis of survey responses.

Posted in IVR Developer, IVR Usage |

Release note (10.3.9): Authorized IP Addresses for Incoming SIP

If you ever running a SIP based PBX system, such as Voicent’s FlexPBX and IVR system, you are almost certain to see incoming calls pretending from extension 1000 or so. The culprit is a piece of hacking software called SIPvicious. Here is what you get when you google it: “SIPVicious is a Session Initiation Protocol (SIP) auditing tool that has been observed to be used in increasing reconnaissance attacks against IP and VoIP phones and PBX systems.¬†SIPVicious is used as an auditing tool for scanning phone systems by performing INVITE scans silently.”

There are also other tools can can be used to scan your system and trying to make free calls.

You can certainly block these incoming SIP messages using your firewall program. Sometimes  this approach may not be that easy and the settings may not be that obvious.

Enhancement has been made to Voicent gateway such that it will drop any incoming SIP message unless it is coming from an authenticated IP address. To do so, open Setup > Options > SIP tab, select the SIP account, click Edit, then click the Advanced button. You can enter a list of IP addresses or prefixes, such as:

<pre>204.11.109, 64.20.109.10</pre>

Any address that matches or contains the listed prefixes is considered as an authorized IP address.

Posted in IVR General, PBX |