Numbers and IVRs

How to see your voice numbers, send each one’s calls to an IVR, an extension or another number, design and publish IVRs, and ring someone into one.

Your numbers are the phone numbers (DIDs) people call, and that your calls can show. An IVR is what a caller hears and presses: greetings, menus, opening hours, and where they end up. Voice → Numbers decides where each number’s calls go; Voice → IVRs is where the IVRs are made.

Numbers

Voice → Numbers lists your numbers:

• on your own FireTone, every number in your organisation, with its monthly rental;
• on FireFlo’s FireTone, the numbers FireFlo has given your account. To get one, ask [e-mail].

Voice numbers: where each number's calls go, whether it is in service, and which one calls show.

For each number:

Column	What you can do
Calls go to	Send its calls to an IVR, an extension or another number. Only published IVRs that answer a number are offered. Queues and other destinations set in FireTone are shown as they are. On FireFlo’s FireTone, you choose among your own IVRs; anything else is set by FireFlo.
In service	Switch it off and the number refuses calls; switch it on and it takes them again.
Caller ID	The number your outgoing calls show reads Calls show this. Choose another to have calls show it instead. On FireFlo’s FireTone, FireFlo’s own caller ID is never used for your calls.

On your own FireTone, numbers are added in FireTone itself. If you have no IVR yet, the page points you to make one first.

When FireFlo takes back a number it gave your account, the number also goes out of service.

IVRs

Voice → IVRs lists your IVRs with their standing:

Standing	Meaning
Draft — not answering calls	Never published.
Live (v3)	Published; version 3 is answering.
Live (v3) · unpublished changes	Version 3 is answering, and newer changes wait to be published.

IVRs, with their standing and the calls placed into them.

Make and publish an IVR

1. Make it

   Give the new IVR a name and choose when it runs: Answers a number (for calls that ring in) or Runs on calls you place (for ringing people into it, and for voice broadcasts).

2. Design it

   Design opens FireTone’s IVR designer in a window of its own, through a one-time link. If nothing opens, allow pop-ups for OMNI and try again. OMNI picks up what you save there.

3. Publish it

   Publish asks FireTone to check the IVR first. If it finds a problem, the IVR isn’t published and OMNI says which step and why; if it has only a warning, the IVR goes live and OMNI lists what is worth fixing.

4. Send a number to it

   In Voice → Numbers, set the number’s Calls go to to the IVR.

Delete removes the IVR in FireTone too.

On FireFlo’s FireTone, FireFlo designs IVRs for you: make one here, name it, and ask [e-mail] to draw it. You can still publish it, send your numbers to it and try it from here.

Ring someone into an IVR

Ringing calls a person and plays them an IVR when they answer — a reminder, a survey, a menu. Any published IVR can be rung into.

From a contact's page

Choose Ring into IVR, then the IVR. OMNI shows the number it rings and the number the call shows as. The IVR can say the contact’s name as {{name}}. The contact’s calls into IVRs are listed beneath.

If the contact has opted out or is marked do-not-contact, OMNI warns you and the call is refused.

From Voice → IVRs

Type a number beside the IVR and choose Ring — the quickest way to try an IVR on your own phone.

Every call placed this way is screened for opt-outs, do-not-contact and quiet hours, recorded in the call log, and followed as FireTone reports it. Calls placed into IVRs on Voice → IVRs shows the latest 50.

From your own software, the OMNI API places the same calls.

Who may

To	Permission	Roles by default
See numbers and IVRs	See calls and listen to recordings	Owner, Admin, Support, Viewer
Route numbers, switch them in or out of service, choose the caller ID; make, design, publish and delete IVRs	Route numbers and design IVRs	Owner, Admin
Ring someone into an IVR	Place calls	Owner, Admin, Support

The plan must include Voice.