Help index · Call flow / IVR
Fallback if no playbook is active
What callers hear when nothing is LIVE on Inbound IVR.
If there is no inbound playbook with LIVE on Inbound IVR, Octone still answers numbers that belong to the tenant (when IVR is on).
Default welcome
Callers hear:
Welcome to {company name}. Press 1 for sales, 2 for support, or enter an extension followed by the pound key.
Then:
- 1 — “Sales is not available right now. Goodbye.” (unless you later build a real menu)
- 2 — “Support is not available right now. Goodbye.”
- An extension that exists on Extensions & desk phones and has a dial target — Octone says Connecting you to … and transfers.
- An extension with no target — connecting message, then “Transfer is not configured yet. Goodbye.”
- Anything else / no digits — not available / no selection, then goodbye.
Saved menus that are still draft do not answer. Use Create & activate or Activate on the saved row.
Feature off vs no playbook
| Situation | Caller hears |
|---|---|
| IVR switch off (landlord) | Service unavailable, then hangup |
| IVR on, no LIVE playbook | Default welcome above |
| LIVE playbook, after hours | After-hours prompt (TTS or recording), then voicemail (or hangup if you turned messages off) |
| LIVE playbook, open hours | Your greeting (TTS or recording) and keypad map |
Build a real menu: Inbound IVR builder.