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 IVR Name, Edit the IVR, Delete it or create a new IVR.

When selecting the Call Paths/IVR tab, a list of currently defined IVRs will appear.  

The list includes the Name of the IVR, Inbound Route (IVR, campaign, or phone number), and the number of Steps included in the IVR.

To create a new IVR

Select the button labeled +add new IVR at the top of the Call Paths/IVRs submenu. 

You can nter a new unique name for your new IVR or you have the option of Duplicating a new from an existing IVR; click submit. Next, you’ll need to create the sequence of actions to be used by your new IVR. 

Select +Add 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 bottom. 

Example. 

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 incoming call. 

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 a campaign. 

After editing an IVR, be sure to re-save the numbers connecting to it, otherwise your changes will not take affect. 

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