Core Module

IVRs

Interactive Voice Response (IVR) menus greet callers, play prompts, capture key presses or spoken intents, and route callers to the right destination - no human intervention required.

Module Workflow

  1. Navigate to IVRs in the sidebar.
  2. The list view includes search, filters, and action buttons for creating, editing, previewing, or deleting IVRs.
  3. Click Create IVR (or edit) to open the form where you configure prompts, timeouts, intents, and failover logic.

Configuration Steps

  • Identity & Mode - Provide a display name and select the interaction mode (DTMF-only or speech-enabled). Speech modes reveal the Speech Intent Instruction field so you can guide the AI on how to interpret caller phrases.
  • Prompts - Assign uploaded voice files for the main instruction, invalid entry, and timeout prompts. Inline play/stop buttons allow quick verification.
  • Caller Input Rules - Set timeout duration, maximum digits, number of retries, and an optional end key (# or *) that forces immediate submission.
  • Fallback Destination - Choose which module and target record handles callers after exhausting retries/timeouts (for example, queue, announcement, voicemail).
  • Actions - For menu options, use the IVR action builder (separate tab) to map digits/intents to destinations.
  • Save the IVR. Selectpicker widgets and AJAX destination loaders keep the UI snappy even with large datasets.

Operational Tips

  • Speech Intent Guidance - Use the Speech Intent Instruction textarea to describe each intent (Orders, Payments, and so on) plus example phrases. Keep the tone instructional so the analyzer can map spoken requests accurately.
  • Speech Intent Guidance - The built-in Intent Prompt Example modal demonstrates an effective prompt layout.
  • Consistent Prompting - Record prompts with the same voice/tone for a unified brand experience.
  • Short Menus - Limit to 5-7 options to prevent cognitive overload. Use nested IVRs if more branches are needed.
  • Timeout Strategy - Offer at least one retry plus a default failover destination (agent queue, voicemail) to avoid dropped calls.
  • Testing - Call the IVR from a test phone, press each option, and (if speech enabled) speak varied phrases to confirm recognition quality.

Field Reference

Section Field Required Description
Identity & Mode Display Name Yes Defines how the IVR is labeled for users and administrators.
Identity & Mode Interaction Mode Yes Controls whether callers use keypad input only or speech-enabled routing.
Identity & Mode Speech Intent Instruction No Shown for speech modes to guide phrase-to-intent interpretation.
Prompts Instruction Prompt, Invalid Entry Prompt, Timeout Prompt Yes Mandatory audio prompts guiding callers through menu interaction and recovery.
Caller Input Input Timeout Yes Sets how long the IVR waits for caller input before timeout handling.
Caller Input Max Digits, Allowed Retries, End Key No Controls input length, retry behavior, and optional forced submission key.
Fallback Destination Module, Destination Target Yes Final destination used when callers fail to provide valid input.

Troubleshooting

  • Audio Not Playing: Ensure the selected voice files still exist. Use the play icon to preview; if nothing plays, re-upload the file.
  • Destination Dropdown Empty: The destination list repopulates after selecting a module. If it stays blank, refresh the page to reinitialize the AJAX helpers.
  • Speech Mode Inactive: Verify the interaction mode radio buttons. Some browsers may cache old selections, so toggle and save again.
  • With well-crafted prompts and fallback logic, IVRs deliver callers to the right team faster and lighten the load on receptionists.

Practical Example

Scenario: A two-option IVR where callers press 1 for Sales, 2 for Support, or say "human" to reach reception.

  1. Display Name: "Main IVR"
  2. Mode: Speech + DTMF
  3. Intent Instruction: "Classify utterances into Sales, Support, or Reception (other)."
  4. Prompts: upload a welcome message plus invalid/timeout prompts.
  5. Input Timeout: 5 seconds; Max Retries: 2; End Key: #.
  6. Fallback Destination: module queue, destination Reception Queue.
  7. Use the IVR action builder to map digit 1 to Sales queue.
  8. Use the IVR action builder to map digit 2 to Support queue.
  9. Use the IVR action builder to map intent reception to Reception queue.

Maintenance & Automation

Routine Checks

  • Re-record prompts yearly (or when branding changes) to keep voice tone consistent.
  • Review IVR action logs monthly to ensure digits/intents still point to valid destinations.
  • Test speech recognition whenever you update intent instructions; keep transcripts for QA.

Automation Ideas

  • Export IVR JSON to Git after each change and run automated diff checks to confirm only intentional options moved.
  • Schedule a synthetic call workflow that dials each menu option nightly and alerts the team if the expected destination fails to answer.
  • Use a text-to-speech service in CI to regenerate prompt previews when you tweak script text, then flag docs for review automatically.

Related Platform Pages

Connect this module to product and solution context for planning and implementation.