IVR, or Interactive Voice Response, is a telephony menu system that allows an automated system to interact with callers and helps route calls to relevant recipients (Agents) via voice commands or touch-tone key selection.

Calling Center offers two types of IVR creation tools: IVR Studio Express and Easy-IVR.

• IVR Studio Express is a visual environment where you can design IVR applications for IVR systems.
• Easy-IVR is a tool that helps simplify the design of such IVRs.

1. Log on to Admin Portal.
2. Navigate to Configure > Inbound Voice > IVRs.
   
3. The Interactive Voice Response page appears.
   
   Use this page to create a new IVR, rename it, activate a bulletin for an IVR, or configure any customized settings implemented in your IVR, such as callbacks, call forwarding during after hours, and hours of operation for individual queues. You can also manage IVR groups and phone numbers.
   1. Find IVR: Enter the name of the IVR you want to locate within the page.
   2. IVR Name: The name assigned to the IVR.
      Any notes pertaining to the IVR appear below the name. Edit the notes by hovering your mouse below the IVR name until a pencil icon appears.
      
      Then enter your text into the box that appears.
      
   3. Active Bulletin: The bulletin associated with the IVR.
      To activate a different bulletin, click the down-arrow, and from the list that appears, select the one you want.
      
      FMI For more information about bulletins, including how to create them, see Bulletins.
      Important IVRs created using the Easy-IVR feature CANNOT perform additional actions AFTER playing their bulletins. In other words, Perform no additional action is the only working option for this type of IVR.
   4. Status: The IVR's current status.
      • Published: The IVR has been published.
      • Draft: The IVR has not been published and is in progress.
   5. Delete icon: Appears only if the IVR is in Draft status.
      Hover your mouse on the trash icon.
      
      Click the icon. A Confirmation dialog box appears. Click OK or Cancel.
      
   6. Edit Icon: Appears only if the IVR is in Easy IVR status.
      Hover your mouse on the pencil icon.
      
      Click the icon. The Edit IVR page that appears depends on whether the IVR is an Easy-IVR of Menu type, or an Easy-IVR of Direct-To-Queue type.
   7. Advanced Settings: Configures items specific to your IVR, such as hours of operation for individual queues, call forwarding, and callbacks if any of these settings are applicable. The settings are created on a client-by-client basis and are visible only if the functionality is required.
      FMI For more information configuring your IVR, see Configuring an IVR.
      Important Applicable only to IVRs created using IVR Studio.
   8. IVR Groups: Click to manage IVR groups.
   9. IVR Studio: Click to open IVR Studio and create more complex IVRs.
   10. Phone Numbers: Click to manage IVR phone numbers.
   11. Create IVR: Click to create Easy-IVRs.

Click the links below to learn more about how to perform the various activities.

• Creating an IVR with Easy-IVR
• Creating an IVR with Studio IVR
• Configuring an IVR
• Managing IVR Groups
• Managing IVR Phone Numbers

- Updated on July 25, 2024

All Content in the IVRs Series

Click the arrow(s) to open or close the tree branches.

• IVRs: Introduction
  • Creating an IVR with Easy-IVR
  • Creating an IVR with IVR Studio
  • Configuring an IVR
  • Managing IVR Groups
  • Managing IVR Phone Numbers
    • Searching for IVR Phone Numbers (DNIS)
    • Editing IVR Phone Numbers (DNIS)
    • Exporting IVR Phone Numbers (DNIS)