Select the button labeled +add new IVR at the top of the Call
Paths/IVRs submenu. Enter a new unique name for your new IVR and click submit.
Next, you’ll need to create the sequence of actions to be used by your new IVR.
new step to add an action to the IVR. Select your desired action from the
drop-down menu provided. Fill in the two parameters as needed. (See IVR Action List for more
information). When a call occurs, it will progress through your IVR from top to
To the left is
a simple IVR that will take an incoming call, play a message, and redirect it
based on user input.
1.Answer the Call – The IVR answers the
2.Read Keys – The IVR will play a
recording (Parameter #1) and
accept key input. (i.e. “For Claims, press 1. For Billing, press 2. To speak to
a Representative, press 0”)
3.The IVR will then initiate
the action associated with the
keypress. These actions are set under IVR Keys.
4.In this example, pressing 1
or 2 will direct the call to a different IVR, and pressing 0 will direct it to
After editing an IVR, be sure to re-save the numbers connecting to it, otherwise your changes will not take affect.
How do I add new IVR Audio?
Select the button labeled +new audio at the top of the IVR Audio submenu. Give your audio a new, unique name and click ‘Create’. Make sure your audio name adequately describes the file itself, this will make it easier to select the correct audio file ...
How do I create a new Schedule?
Select the button labeled +add schedule at the top of the Scheduler submenu. Give the new schedule a name and a description, then select the IVR you want to make active. Set the times you would like the IVR to be active in the remaining dropdown ...
Routing: Call Paths/IVR
IVR An IVR (Interactive Voice Response) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones that are created/input through use of a keypad. This section is used to manage IVRs. Users can search by ...
How do I add a new Phone Number?
Select the button labeled +new phone number at the top of the Phone Numbers submenu (found under Routing). If you are using a virtual number, substitute a phone number for a new, unique name in the field labeled “Phone”. Otherwise, use a preexisting ...
How to add Answering Machine Detection (AMD) to an Outbound IVR
What is Answering Machine Detection? Intelligent Contacts' Hosted Contact Center Answering Machine Detection (AMD) service can determine if an outbound call was answered by a person or picked up by an answering or fax machine, and route the call ...