Omnia Admin: Virtual Receptionists

IVRs route calls based on caller input, offering a flexible and automated way to handle incoming calls. This guide provides step-by-step instructions for creating and managing virtual receptionists (IVRs).

Voxo

**This document applies to the following user roles within Omnia:** - **Account Administrator** - **Partner Administrator**

Accessing Virtual Receptionists

**Navigate to Virtual Receptionists:** - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Phone System** tab to expand it, then select **Virtual Receptionists.**

Creating an IVR

**Create an IVR**: - Click **Add New**.

General Settings

**General Settings**: - **Enable speech detection**: Allows callers to speak key options instead of pressing keys. - **Enter name**: Provide a name for the IVR. - **Enable extension dialing**: Allows callers to dial extensions directly. - **Branch**: Select the [**branch**](https://scribehow.com/shared/Omnia_Admin_Branches___UJ4yv5wT1qKlkNTqkRvUA) if applicable to assign to the IVR, which helps identify and assist with filtering and sorting.

Timeout Settings

**Timeout Settings**: - **On timeout**: Select the destination type and the specific destination for calls that timeout. - **Add a Destination**: Click to configure multiple destinations. Note that this button will only appear based on the selected destination type. - **Reorder**: Use to reorder destinations by clicking and dragging. - **Delete**: Click to remove a destination. - **Select timeout**: Set the timeout duration in seconds.

Wrong Key Press Settings

**Wrong Key Press Settings**: - **If Wrong Key Pressed**: Select the destination type and specific destination for calls that press an incorrect key. - **Add a Destination**: Click to configure multiple destinations. Note that this button will only appear based on the selected destination type. - **Reorder**: Use to reorder destinations by clicking and dragging. - **Delete**: Click to remove a destination.

Loop Settings

**Loop Settings**: - **Enable loop on timeout**: Enable if you want the system to loop back to the menu on timeout. - **Enable loop on wrong key**: Enable if you want the system to loop back to the menu on a wrong key press. - **Max loops**: Set the maximum number of times the system will loop back to the menu.

Media Settings

**Select Media Files**: - Navigate to the **Media** tab. - Select the appropriate [**media files**](https://scribehow.com/shared/Omnia_Admin_Media_Files__LxLyMgU7SBqju9ex6tTRBg?referrer=documents) from the dropdown list to be used for the Greeting messages. This will be an already saved file in the media files section of the portal.

**Add a New Media File:** - Click **Add a Mediafile** to record or upload a new media file if needed. - Use the controls to record or upload the media file. This will open additional options.

**Additional Options**: - **Playback**: Click to play the media file - **Press and Hold To Record:** Click and hold to record a message. - **Upload File**: Click to add an existing audio file. - **Cancel Changes**: Click to revert to previous settings. - **Enter a name:** Type the name in the **Mediafile name** field before saving. - **Save Changes**: Click to save the recorded or uploaded file. This media file will now be available to choose from and select in the dropdown.

Key Press Options

**Configure Key Press Destinations**: - Navigate to the **Key Press Options** tab. - For each key (0-9, \*, #), select the destination type and specific destination. - Use the **Add a destination** button to configure multiple destinations. - **Reorder**: Use to reorder destinations by clicking and dragging. - **Delete**: Click to remove a destination.

Saving an IVR

**Save IVR**: - Click **Save**. - Click **Yes** to confirm.

Editing an IVR

**Edit an IVR:** - Click on the IVR you want to edit or click the **Edit** button next to it. - Make your edits. - Click **Save**. - Click **Yes** to confirm and save your changes.

Deleting an IVR

**Delete an IVR:** - Click the **Delete** button next to the IVR. - Confirm the deletion by clicking **Yes**.

Search, Sort, and Export Virtual Receptionists

**Search, Sort, and Export Virtual Receptionists:** - **Search Bar**: Quickly find specific items by typing the name or a keyword in the search field. The system will filter the list based on your search input, displaying the relevant results. - **Sort:** Click the sort icons next to column headers to arrange items in ascending or descending order. - **Export Button**: Click the **Export** button next to the search field. The system will download a list of the items in CSV format.

**Related Documents**: 1. [**Omnia Admin Portal User Guide**](https://scribehow.com/page/Omnia_Admin_Portal_User_Guide__wR-8tvX-TumKH7hgN-nEHw?referrer=documents)**:** Essential steps for navigating and using the Omnia Admin platform. 2. [**Omnia Admin Reports User Guide**](https://scribehow.com/page/Omnia_Admin_Reports_User_Guide__SBv2WAWDROSz4ohbF5e4KA?referrer=documents)**:** This guide helps you navigate and use the reporting features in Omnia. 3. [**Omnia Portal User Guide**](https://scribehow.com/page/Omnia_Portal_User_Guide__krO6wF6TQ86D0Kl4o1JLGg?referrer=documents)**:** Essential steps for navigating and using the Omnia User platform. 4. [**VOXO Mobile Application User Guide**](https://scribehow.com/page/VOXO_Mobile_Application_User_Guide__4pqc5ST2TY2R6f5pgzQvZw?referrer=documents)**:** Key steps for navigating and using the VOXO Mobile app.