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Creating an interactive voice response (IVR) system and dial-by-name directory Follow

Overview

Account owners, admins, and auto receptionist operators can route an auto receptionist to an interactive voice response (IVR) system. An IVR system allows callers to select routing options using the dial pad. For example, after a caller is connected to the auto receptionist, the IVR system can present the following choices:

  • Dial 1 to connect to a phone user
  • Dial 2 to connect to billing (call queue)
  • Dial 3 to leave a voicemail

You can also add a dial-by-name directory as part of the IVR system. A dial-by-name directory allows callers to search your account's phone users by entering a name.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner, admin, or auto receptionist operator privileges
  • Zoom Phone license

Creating a simple one-level IVR menu

Follow these steps to create a simple IVR menu that contains one-level. In other word, it doesn't route to secondary IVR menus to present more routing options to callers.

  1. Sign in to the Zoom web portal,
  2. In the navigation menu, click Phone System Management then Auto Receptionists.
  3. Click an auto receptionist's name.
  4. Change the auto receptionist settings as needed.
  5. Next to Route to, click Edit and select Interactive Voice Response (IVR).
  6. Customize these settings, then click OK:
  • Audio Prompt: Click Audio Library to select, record, or upload custom audio that explains the IVR menu options to callers. The IVR's audio prompt plays after the auto receptionists's greeting prompt. 
  • IVR Menu: Add the routing options you created by selecting options in the drop-down menus then entering the name or extension in the text box. 
  • If caller enters no action after prompt played 3 times: Select a routing option if the caller is inactive after the audio prompt plays 3 times, or dials an invalid IVR menu option 3 times.

Creating a multi-level interactive voice response (IVR) system

If you require a hierarchical IVR system that allows callers to select routing options, you can create a multi-level IVR.

For example, if your organization provides services in English and French, your first-level IVR menu can prompt callers to select a language. The second-level menus can prompt callers to dial a phone user, route to a call queue, or leave a voicemail. The following diagram illustrates this setup that contains three IVR menus:

When creating a multi-level IVR, focus on a single branch and start at the lowest levels that don't lead to another auto receptionist, then work your way up to the first menu that will be assigned to your main company or site number.

If you're creating a complex IVR system with many menus, consider creating a diagram like the one above to visualize everything you need to create.

Creating routing options (up to 10)

Start at the bottom of your hierarchy to create the routing options that you will add to an IVR:

  1. Sign in to the Zoom web portal.
  2. Create the routing options (phone user, call queue, or common area phones) for the low-level auto receptionists that do not route to another auto receptionist. 

Creating an IVR menu with your routing options

After creating your routing options, you can assign them to an IVR menu:

  1. In the navigation menu, click Phone System Management then Auto Receptionists.
  2. Click Add.
  3. Enter the following information:
    • Site: If you added multiple sites, select a site for the new auto receptionist.
    • Name: Enter a display name that will help you identify the IVR level.
    • Operator (Optional): Assign a phone user to be a operator. The operator will be the first option (0 key) in the IVR menu. You can change the operator later on.
  4. Click Save.
  5. Change the auto receptionist settings as needed.
  6. Next to Route to, click Edit.
  7. Select Interactive Voice Response (IVR).
  8. Customize these settings, then click OK:
     
  • Audio Prompt: Click Audio Library to select, record, or upload custom audio that explains the IVR menu options to callers. The IVR's audio prompt plays after the auto receptionists's greeting prompt. 
  • IVR Menu: Add the routing options you created by selecting options in the drop-down menus then entering the name or extension in the text box. 
  • If caller enters no action after prompt played 3 times: Select a routing option if the caller is inactive after the audio prompt plays 3 times, or dials an invalid IVR menu option 3 times.

Note: Repeat the steps above to create additional routing options and IVR menus for each branch of your IVR system.

Creating an IVR menu that routes to an auto receptionist

After creating the lower-level auto receptionists, you need to create an IVR menu to route to the auto receptionist you previously created:

  1. In the navigation menu, click Phone System Management then Auto Receptionists.
  2. Click Add.
  3. Enter the following information:
    • Site: If you added multiple sites, select a site for the new auto receptionist.
    • Name: Enter a display name that will help you identify the IVR level.
    • Operator (Optional): Assign a phone user to be a operator. The operator will be the first option (0 key) in the IVR menu. You can change the operator later on.
  4. Click Save.
  5. Change the auto receptionist settings as needed.
  6. Next to Route to, click Edit.
  7. In the Route to drop-down menu, select Interactive Voice Response (IVR).
  8. In one of the IVR menu items, select Forward to Auto Receptionist, enter the name of an auto receptionist you created to search, then select it. Repeat this step for all low-level auto receptionists you created.

Setting up a dial-by-name directory 

A dial-by-name directory allows callers to search your account's phone users by entering a first or last name. After setting up a dial-by-name directory, you need to route to it from an IVR.

Note: You can only set up a dial-by-name directory in the main auto receptionist. If you have multiple sites, you can only set up a dial-by-name directory in the main auto receptionist of each site. The dial-by-name directory only supports British and American English.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Follow one of these steps depending on if you have multiple sites:
    • Single site: Click Account Settings at the top.
    • Multiple sites: Click a site name, then click the Settings tab.
  4. Scroll down to the last section.
  5. Click the Dial by Name Directory toggle to enable it, then change these options:
    • Unsearchable Users: Click Manage to add or remove users that can't be searched in the dial-by-name directory.
    • Searchable Users: Click Manage to add or remove users that can be searched in the dial-by-name directory.
      Note: If the phone user has special characters in their profile name, you will not be able to add them to the dial-by-name directory.
    • Search by: Specify whether callers can search by first or last name.

Routing to a dial-by-name directory

If you have an IVR menu, you can route to a dial-by-name directory by assigning it to one of the IVR menu options.

  1. Sign in to the Zoom web portal,
  2. In the navigation menu, click Phone System Management then Auto Receptionists.
  3. Click an auto receptionist that has an IVR menu.
  4. In one of the drop-down menus, select Dial by Name.
  5. Click OK.

Using a dial-by-name directory

The dial-by-name directory uses predictive text technology that only requires the caller to press one key for each letter. The system translates the numbers in to a name and searches the directory. For example, to search the name "Grant", a caller should press 4 (GHI), 7 (PQRS), 2 (ABC), 6 (MNO), 8 (TUV).

After entering a name to search, the IVR will look for the best match and read the phone user's name and extension number. The IVR will also play an audio prompt to explain the following options to the caller:

  • 1: Connect to the current search result (phone user).
  • 2: Read the next phone user in the search results.
  • 3: Repeat the name and extension of the current search result (phone user).
  • 4: Start a new search.