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Create Automation UsecasesIVR Usecase

IVR Usecase

The IVR Usecase Automation module automates incoming call handling using keypad inputs (DTMF) or voice prompts, routing callers to agent queues, voicemail, callbacks, or Voice AI to improve efficiency and reduce agent workload.

Key Highlights & Capabilities

  • Flow Builder Experience:
    • Uses the existing Automation Usecase instead of a separate tool.
    • Configured via standard nodes: Text Nodes (for greetings/prompts) and Single Choice Nodes (for keypad menu selections).
    • Supports mapping unique IVR flows to specific provisioned phone numbers.
  • Audio & Prompt Options:
    • Supports 4 prompt formats across greetings and menus: Text-to-Speech (TTS), Direct Recording, Audio Upload, and selecting from an Audio Library.
  • Routing Destinations:
    • Queues: Direct to sales/support queues (with hold music, wait-time triggers, and queue fallbacks).
    • Voicemail: Sends caller to a designated voicemail box for message recording and storage.
    • Voice AI: Directs to AI agents for FAQs, lead qualification, or automated support (with fallback to human queues).
    • Nested IVR (Sub-IVR): Supports multi-level branching menus (e.g., Main Menu → Orders Sub-Menu).
    • Callback: Allows callers to request immediate or scheduled callbacks instead of waiting in queue.
  • Input Handling & Fallback:
    • Configurable Input Timeout and Retry Limits.
    • Custom audio/TTS prompts for No Input and Invalid Input.
    • Fallback Routing: If retry limits are exceeded, calls route to a default queue, voicemail, Voice AI, or disconnect.
  • Context Passing & Observability:
    • Context Hand-off: Passes caller details, selected menu path, timestamps, and CRM/AI summary to the assigned agent upon connection.
    • Call Logging: Records caller number, flow path, selections, timestamps, destinations, and audio recordings.
    • Permissions: Admins configure IVR flows; Agents have view access to call logs.