How to configure your IVR / Digital Receptionist in 3CX

Process

Step 1 Configure Office Hours

The first step towards optimizing call routing is configuring your office hours. Here's how:

• Access the 3CX Web Client and navigate to the "Admin" section, then select "Office Hours."
• Choose between "Start UP" for applying office hours to the entire team or "Dedicated" for specific groups.
• Specify the opening hours for each day and add any breaks if needed.
• Streamline the process by using the "Add" and "Clear" buttons to manage times for all days in a single action.
• If your group operates in a different time zone, set the appropriate time zone at the bottom of the page.
• Repeat these steps for each group if you have multiple groups.

Step 2 Assign a DID and Route Calls

Once office hours are configured, the next step is to assign a Direct Inward Dialing (DID) number and define call routing options based on different time periods. Follow these steps:

• In the "Assigned DID numbers" section, select an unassigned DID number or your primary number if you only have one.
• Choose the destination for calls received during office hours, out-of-office hours, and breaks. Options include routing to another user, voicemail box, ring group, digital receptionist, or queue.

Step 3 Record an Announcement

Personalize your callers' experience by recording a custom announcement. Here's how to set it up

• Enable the "Play announcement" slider to activate the feature.
• Click the "Record" button to begin recording your greeting.
• Enter a desired file name and click "Record." The popup will display the recording time.
• After finishing the recording, click "Stop" and listen to the greeting. Re-record if necessary or upload a pre-recorded announcement.
• Repeat this process for different announcements, such as when on break or outside office hours.
• Ensure your microphone is properly configured and allowed in "Settings > Audio/Video" if you don't see the "Record" button.

Step 4 Configure Holidays

Manage holidays effectively by configuring them within the system to handle calls as if the office is closed. Follow these steps,

• Click the "Add" button below "Set your Holidays."
• Specify the date and time for each holiday period.

Step 5 Overriding Open, Closed, or Break Mode

In special cases, when you need to override office hours, you can manually open or close the office. Here's how:

• Click on your avatar in the 3CX Web Client. Ensure you have the "Receptionist" or "Manager" role.
• Select "Override office hours."
• Choose a pre-set status or create a custom one, including options like playing an announcement and ending the call in emergencies or training scenarios.
• Click "OK" to confirm the override duration. After the specified time elapses, the default office hours will resume.

Step 6 Advanced Digital Receptionist

For businesses that require more extensive IVR functionality, an advanced digital receptionist can be created. Here's how to set it up

• Navigate to "Admin > Call handling" in the 3CX Web Client.
• Click "+

Reach Out

If you have any questions or need help, please reach out to us at our Intense Support page.