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Configuring and Managing IVR Usecase

Use the IVR usecase to automatically route and respond to incoming calls with an interactive voice response flow.

Step-by-Step Guide

  1. In the navigation bar, click on Automation Use Case.

  2. Select the IVR use case from the list.

  3. Click on “Get this automation” to access the IVR use case template.

  4. Enter the IVR use case name and click “Save”.

  5. Select the Default language from the selection list.

  6. Preview and select the required voice.

  7. The IVR flow is created by default. You can configure it as per your requirements.

  8. Click “Clear” to remove the default flow if needed.

  9. Add a voice node with IVR content in the welcome message and add the IVR main node and Click on Save.

  10. Create additional nodes such as action nodes for calling queue, AI agent, and voice node for working hours, and hang up action.

  11. Arrange and connect the nodes, such as the IVR main and voice message nodes.

  12. Configure the required action type from the node, such as go to queue, agent, AI agent, and disconnect.

  13. Add a message text to be spoken before connecting to the AI agent and preview the text-to-speech message.

  14. We need to configure Input and Fallback for this menu. For that, Click on Input and Fallback Configuration.

  15. Select the input timeout and retry limit.

  16. Add prompts for no input and invalid input when retry attempts are exhausted.

  17. Configure the fallback action type, such as routing to a calling queue.

  18. Once the use case is created and activated, configure the route from the sender ID.

  19. Click on the inbound call routing option for the voice sender ID.

  20. Select the active IVR use case from the dropdown and click “Save”.

  21. Incoming calls received for the sender ID will be routed to the configured IVR use case.

  22. Once a call is received, view the activity log in the Use Case tab.

  23. Check the IVR trigger activity and details in the conversation history.

  24. Under the Voice Call tab, view call details, including call type as IVR and call status as completed.

Thank you for following this guide to configure your IVR use case.