Call Logic Customization
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      Call Routing / IVR: IVR

      Learn how to create new IVR flows and configure IVR settings with our short guide to the Call Routing / IVR: IVR section.

       

      The IVR section allows you to view and manage the list of your IVR Flows. You can create a new IVR Flow, configure settings and manage the IVR Constructor.

      To view the list of the IVR Flows, go to the Publisher Management > Setup > Call Routing / IVR section and select the "IVR" tab.

      The IVR section contains the following information:

      • ID: The unique identification number of the IVR Flow.

      • Name: The name of the IVR Flow.

      • IVR Recording: The status of the IVR record option (Disabled, Active, Not Active).

      • Product: The Product selected for the IVR Flow.

      • Recognition: The recognition type of the IVR Flow (Voice Recognition + Keypad, Keypad).

      • Status: The status of the IVR Flow (Configuration, Deleted, In Audio Recording, Preparing for Test, Ready for Test, Ready for Use).

      • Global Settings: The percentage of the IVR Flow completeness.

      • Custom settings: To view the traffic distribution personal settings, click the value in the column.

      Note: To set up the custom settings, go to the Publisher Management > Publishers section, click the "View" button, select the "IVR" tab, and click the “Create Personal IVR Settings” button.

      • Call number settings: The phone number reserved for the Publisher and Product.

      You can narrow down the search results by using the following filters:

      • ID: Select the unique identification number of the IVR Flow.

      • Name: Select the unique name of the IVR Flow.

      • IVR Recording: Select the status of the IVR recording option (Disabled, Active, Not Active).

      • Status: Select the status of the IVR Flow (Configuration, Deleted, In Audio Recording, Preparing for Test, Ready for Test, Ready for Use).

      • Product: Select the Product of the IVR Flow.

      To create a new IVR Flow, click the “Create New IVR” button and fill in the required fields in the pop-up window:

      • Name: Enter the name of the IVR Flow.

      • Product: Select the Product from the drop-down menu.

      • Basic Language: Select the language from the drop-down menu Recognition Type: Select the recognition type from the drop-down menu (Voice Recognition + Keypad, Keypad).

      Click the “Add” button to complete.

      To configure the traffic distribution percentage for the IVR, click the “Configure” button next to the product name in the “Actions” column. Set the percentage and click the “Apply” button to save.

      To configure the IVR Flow, click the “Setup” button in the “Actions” column and the system will redirect you to the IVR Setup page.

      The IVR Setup section contains the following tabs:

      • Global.

      • Create Offer.

      The “Global” tab contains the following data:

      • Name: Enter the name of the IVR Flow.

      • Basic Language: Select the language from the drop-down menu.

      • Recognition Type: Select the recognition type from the drop-down menu (Voice Recognition + Keypad, Keypad).

      • Catch Unanswered Calls: Select the Campaign from the drop-down menu. The call will be transferred to the selected Campaign in case of no response from the Buyer.

      • Catch IVR Reject: Select the Campaign from the drop-down menu. The call will be transferred to the selected Campaign when a buyer is not found.

      The “Create Offer” Tab contains the following Information:

      • Offer Name: Enter the Offer name.

      • Status: Enter the Offer status (Active, Disabled).

      • Offer Description: Enter the Offer description.

      • Autofill: Activate or deactivate the “Payout” and “Schedule” options.

      • Offer Terms: Enter the terms for the Offer.

      Click the “here” hyperlink below to view the Offer types.

      Read more about the IVR Offers section in this Knowledge Base article.

      To construct the IVR, click the “Constructor” button. The system will redirect you to the appropriate page. Then, use the IVR blocks to construct the IVR Flow. Read more about the IVR Blocks in this Knowledge Base article.

      To use one of the pre-created IVR Flows, select it in the “Templates” drop-down menu and click the “Apply” button.

      To set some extra features, click the “Additional Settings” button and fill in the required field:

      • Duration to IVR hangup: You can set the time limit (in seconds) for the call duration in the IVR system before it will hang up the call.

      • User Input Attempts Count: You can set the user's attempts for the data input. The value is only a number from one to three.

      • Error Audio File 1-3 (Error Text Message 1-3): The audio file will be played after the incorrect user input. The number of uploaded audio files should match the value set in the "User Input Attempts Count" field.

      • Timeout Audio File 1-3 (Timeout Text Message 1-3): The audio file will be played after five seconds of inaction.

      • Default Rejection Audio File (Default Rejection Text Message): The audio file will be played in case of an unsuccessful IVR before disconnecting and ending the conversation.

      • Record IVR call: Select the checkbox to record the call during IVR. The option is available only for the IV R with voice recognition mode.

      To clone the IVR Flow, click the “Clone” button.

      To delete the IVR Flow, click the “Delete” button. You can enter a comment in the pop-up window. To proceed, click the “Delete” button once again.

      You can check additional IVR and block settings without clicking the IVR configure button when IVR is in "Ready to Use" mode.

      On the constructor page, click the “Additional Settings” button (triangle with an exclamation point on the left sidebar) to view the IVR additional settings or the “View” button ( gear icon in the top right corner of the block) to check the block settings.

      Note: You can't make any changes in view mode. You only can review settings and listen to audio files. Click the “Switch to Configuration Mode” button (the wrench icon on the left sidebar) to make any changes.