Configuring the IVR for Campaigns

The content in this article is appropriate for: Supervisors and Administrators

Step-by-step instructions for creating and configuring an Interactive Voice Response

This article assumes that the previous steps have already been completed. This article only outlines the creation of a simple Queue IVR.

The complete end to end process is made up of the following steps:

1. Create the Program

2. Configure the Campaign

3. Number Management

4. Configure the IVR

5. Add the Script Wrapper(s)

6. Assign Attributes and Agents

The following article covers-

• Creating an IVR
  
• Assigning the Number Group

   

Create an IVR:

1. Navigate back to your Program by clicking Programs/Clients in the left-hand navigation bar
   
2. Search for your Program, and click to open it
3. On the Program Management page, click the IVRs tab
   
4. Click New IVR
   
5. On the New IVR page:
   
   
   • IVR Name: type in a name for this IVR
   • IVR Source: defaults to New IVR (blank), but you also have the option to Clone (from this program or another)
     
     
     • *If you choose to clone the IVR source, you will be prompted to choose a Source Program, which will then populate the Source IVR dropdown from which you can choose a source
   • Click Continue to save 
     
     
6. On the IVR Details tab:
   
   
   • Name: the name you typed on the previous page will be displayed here
   • Extended Description: [optional]
   • Gather SIP Variables (for federated calls and other use): [defaults to No] 
     • This option is required on Predictive Dialer campaigns and any campaigns that require data to be passed between clusters.
   • Suspended: [defaults to No] Leave as-is, this option is used to take the IVR out of service
   • Click Update to save the IVR Details
     • Other options available here and throughout the IVR setup process include Clone (makes a copy of the current IVR) and Clone Out (copies the current IVR into another Program).
7. Click the IVR Tree tab, then click the answer folder
   
8. On the IVR Node Details:
   
   
   • Label: leave as-is
   • Name: leave as-is
   • Type: [defaults to Gather] click the dropdown and change to Queue
   • Team: [defaults to Default Team; This option becomes available when the Queue type is selected] Leave as-is or click the dropdown and select the campaign you are using. The Default Team is the one assigned to the DID Group.
   • Suspended: [defaults to No] Leave as-is, this option is used to take the IVR Node out of service.
     *The other attributes available here on the Details tab are optional and will not be covered in this article. For more information on anything from this tab or for more ways to specialize a campaign, see the other articles in our Help Center or contact your AE.
   • Click Commit IVR Node Changes
     
     
   • Click Update to save and return to the IVR Details tab
     
9. Click the Compile tab and then click Compile 
   
   
10. You will be returned to the IVR Details tab, but your can view the results of the compilation and the php code by clicking again on the Compile tab
    
    
    
    • Here you can view a timestamp, along with any errors that may have been detected
      

Assign the Number Group

1. Click the DID Groups tab
   (DID Group = Number Group)
   
   *The Number Group(s) created in the previous step will be displayed here^^^
2. Click the Enabled checkbox
   
3. Click Update to save the change
   (you will be redirected back to the IVR Details tab)

*Any time a change is made to an IVR, it must be recompiled/redeployed:

• Click the Compile tab
  • Click Re-compile
    
• Click the Deploy tab
  • Click Deploy
    

 For details on the next step, Adding the Script Wrappers, click here.