Alcatel-Lucent Rainbow Office Software User Guide

: June 4, 2024
: Alcatel-Lucent

Table of Contents

INTRODUCTION
VISUAL IVR EDITOR GUIDE
References
Read User Manual Online (PDF format)
Download This Manual (PDF format)

Alcatel-Lucent Rainbow Office Software

INTRODUCTION

This guide 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, Rainbow 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 Rainbow 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.

VISUAL IVR EDITOR GUIDE

How to access the Visual IVR Editor

Administrators can log in to the Rainbow Office Online 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.

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.

Click the Folder icon on the top left corner of the Visual IVR Editor interface. This will bring up your list of existing menus.
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.

Hover your mouse over the menu, then click the Plus icon.
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 Rainbow 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.

The editor automatically assigns the key press numbers. To change the assigned numbers, click the key press number, then type the correct one.
To save the configuration, click Save located at the top left corner of the Visual IVR Editor.
Rainbow Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration

Menus can be customized for better organization and functionality:

Hover your mouse over an existing Menu in the Visual IVR Editor, then click the More button (ellipsis).
Click Settings 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
Let’s you assign an Audio prompt or use the Text to speech prompt. Audio prompt lets you assign one of the prerecorded prompts that you have imported from your computer to your Rainbow 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.
Click Done.
Click Save . Rainbow Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.

Generic Key Presses

Use the default settings
he 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

Under Generic Key Presses, select Specify
Below Press #, click the drop-down list, then select:
• Repeat menu greeting
• Return to root menu
• Return to previous menu
Below Press *, click the drop-down list, then select:
• Repeat menu greeting
• Return to root menu
• Return to previous menu
For If caller enters no action after the prompt played 3 times, select Disconnect the call or Connect to extension.
If you selected Connect to extension, click Select Extension.
Select the extension, then click Done.
Click Done.
Click Save. Rainbow Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.

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.

Hover your mouse over a sub-menu in the Visual IVR Editor, then click the More button (ellipsis).
Click Duplicate.
Drag and drop the duplicate menu to the target place.
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.

To unlink a copy of a sub-menu, click the chain-link on the sub-menu.\
Click Save. Rainbow Office automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.

Go to Admin Portal > Phone System > Auto-Receptionist > IVR Menus tab.
Click Delete next to the IVR menu to remove.
On the confirmation window, click Delete.
To remove linked items and sub-menus, click the item’s More button (ellipsis). Click Delete.