4. Configuring the IVR

Step-by-step instructions for creating and configuring an IVR* (Interactive Voice Response)

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

*This article assumes that the previous steps have already been completed. This article also only outlines the steps for creating a simple Queue IVR.

The following article covers-

• Create an IVR
  
• Assign the Number Group

   

  Create an IVR

  • On the Program Management page, click the IVRs tab
    
    
    
  • Click + New IVR
    
    
    
  • On the IVR Details tab:
    
    
    • Name
    • Extended Description [optional]
    • Enable Federated Services [defaults to No] this option is required on Predictive Dialer campaigns and any campaigns that require data to be passed between clusters.
      *For Example: If a Call Center routinely passes their after-hours calls to another call center, this must be enabled in order for the data collected on those calls to be reported on the originating cluster.
    • Enable Call Tracking [defaults to No] This is a legacy option and should be left as-is.
    • Web Chat Program? [defaults to No] This is a legacy option and should be left as-is.
    • 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
    
    
  • Click the IVR Tree tab
    
    
  • Click the answer folder
    
    
  • On the IVR Node Details:
    
    
    
    
    • Label: leave as-is
    • Name: leave as-is
      
    • Type: [defaults to Gather] click the dropdown to change to Queue
    • Team: [defaults to Default Team] Leave as default 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 on the Details tab of the campaign 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 the IVR Node changes
    
    
  • Click the Compile tab
    
    
  • Click Compile
    
    
    *Once the file is compiled, you will be taken back to the IVR Details tab. You can double check the compilation by viewing the Compile tab:
    
    ^^^You should now see a timestamp and the php code.
    

   

  Assign the Number Group

  • Click the DID Groups tab
    (DID Group = Number Group)
    
    *The Number Group(s) created in the previous step will be displayed here^^^
    
    • Click the Enabled checkbox
      
    • 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.