The IVR blocks are parts of the IVR schema. You can edit the existing IVR schema or create a new IVR schema using the detailed description of available IVR blocks.

To edit the existing IVR schema or to create a new IVR schema, go to the Publisher Management > Setup > Call Routing / IVR section, and click the "Constructor" button or the "Create New IVR" button accordingly. Read about the “IVR” section in the Knowledge Base.

The list of the available IVR blocks (clickable):

  1. Intro

  2. Play Sound

  3. Hangup Reject Mess

  4. Temp Black List

  5. DNPL

  6. IVR Branching

  7. User's Input

  8. Constant Input

  9. Check Lead Return

  10. Consent

  11. Callback Request

  12. DNPL Lookup

  13. TCPA

  14. Mobile or Landline

  15. Go to IVR

  16. Go to Block

  17. Go to Campaign

  18. Find Buyer

  19. Hot Transfer

  20. Return Client

  21. Ping to URL

  22. Lead Stash

1. The “Intro” block

The “Intro” block allows the publisher to play the unique greeting for each reserved phone number. To add the “Intro” block to your IVR click the “Intro” icon in the blocks’ list.

To attach a specific audio file to the phone number go to the Publisher Management > Promo Materials > Phone Numbers section, the “Reserved Phone Numbers” tab, and click the “Edit” button in the “Action” column.

1 intro unique audio1

Upload your unique greeting to the “Greeting Audio File” field and click the “Save” button.

1 intro unique audio2

The default greeting audio will be assigned to every phone number registered in the system. To set up the block with the default greeting audio file (the same for all publishers) click the “Block Settings” button (the button with the “Gear” icon) and enter the block name to the “Title” field. Select the “My Audio File” radio button to upload the audio file, and upload the file in the “Audio File for Keypad Mode” field. To play audio for incoming calls from another Phonexa instance, select the “Play audio for intra-system incoming calls” checkbox. Click the “Save” button.

To delegate the audio file creation to professional artists, select the “Professional Recordings” radio button. Select the record language in the “Message Language” drop-down list (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message for Keypad Mode” field. Click the “Save” button.

2. The “Play Sound” block

The “Play Sound” block plays the audio file, which was uploaded to the block. To add the “Play Sound” block to your IVR, click the “Play Sound” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon) and enter the block name to the “Title” field. Select the “My Audio File” radio button to upload an audio file, upload the file in the “Audio File for Keypad Mode” field. To play audio for incoming calls from another Phonexa instance, select the “Play audio for intra-system incoming calls” checkbox. Click the “Save” button.

To delegate audio file creation to professional artists, select the “Professional Recordings” radio button. Select the record language in the “Message Language” dropdown list (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message for Keypad Mode” field. Click the “Save” button.

3. The “Hangup Reject Mess” block

The “Hangup Reject Message” block plays a unique reject message. The default reject message will not be played when the “Hangup Reject Message” block is used. It is not allowed to add any other blocks after the “Hangup Reject Message” block. To add the “Hangup Reject Message” block to your IVR, click the “Hangup Reject Message” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon), and enter the block name to the “Title” field. Select the “My Audio File” radio button to upload an audio file, and upload the file in the “Audio File for Keypad Mode” field. To play audio for incoming calls from another Phonexa instance, select the “Play audio for intra-system incoming calls” checkbox.

To delegate the audio file creation to professional artists, select the “Professional Recordings” radio button. Select the record language in the “Message Language” drop-down list (English, Slovac, Dutch, or Russian), and enter the text to voice over in the “Text Message for Keypad Mode” field. Click the “Save” button.

4. The “Temp Black List” block

The “Temp Black List” block allows you to block a client temporarily for a specified period of time for a specific product. When the lead falls in the “Temp Black List” block of the IVR scheme, he is recorded in the “Gray list” for the configured time. The “Gray list” is updated in real-time, so the client will be removed from the list automatically after the expiration of the block time. To add the “Temp Black List” block to your IVR click the “Temp Black List” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon), enter the block name to the “Title” field, and fill in the “Hours”, “Minutes” and “Seconds” fields to establish the ban time. Click the “Save” button.

04 temp black list setup

To view the list of blocked phone numbers, go to the System management > General > Phone Number Black List section. Read about the “Phone Number Black List” section in the Knowledge Base.

5. The “DNPL” block

The “DNPL” block adds the lead’s phone number to the blacklist by each publisher’s phone number in the specific product. To add the “DNPL” block to your IVR click the “DNPL” icon in the blocks’ list.

To set up the block click the “Block Settings” button (the button with the “Gear” icon) and enter the block name to the “Title” field.

05 dnpl setup

To view the blocked phone numbers list, go to the System management > General > Phone Number Black List section. Read about the “Phone Number Black List” section in the Knowledge Base.

6. The “IVR Branching” block

The “IVR Branching” block allows you to route calls depending on the lead input. The additional option “N” allows the IVR to route a call if there is no reply from a caller after a defined period (5-7 seconds). To add the “IVR Branching” block to your IVR, click the “IVR Branching” icon in the blocks list.

ivr branching

To set up the block, click the “Block Settings” button (the button with the “Gear” icon), and enter the block name in the “Title” field. Select the “My Audio File” radio button to upload a custom audio file, and upload the file in the “Audio File for Keypad Mode” field.

settings my audio

To delegate the audio file creation to professional artists, select the “Professional Recordings'' radio button. Select the record language in the “Message Language” dropdown list (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message for Keypad Mode” field. Click the “Save” button.

settings proff audio

To set up the branching, for each branch, you need to enter example words for voice recognition to “Press (1-0)” fields, e.g., “one,” “yes”. When confirmation is required, select the “Confirmation Phrase” checkbox and enter the phrase next to it. Use keyword *value* as a placeholder for a recognized value. E.g., “Did you mean *value*?.” Click the “Save” button.

settings recognize words

To set up the next blocks for each branch, click on the number (1-0/N) and continue to create the IVR.

6 IVR Branching lines

7. The “User's Input” block

The “User's Input” block allows the lead to enter the data claimed by the filters. To add the “User's Input” block to your IVR click the “User's Input” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon) and fill in the following fields:

  • Title: Enter the block name.

  • My Audio File / Professional Recordings: The corresponding radio button allows you to upload a custom audio file or delegate audio file creation to professional artists. When selecting the “Professional Recordings” radio button, the additional fields will appear.

    • Message Language: Select the record language (English, Slovac, Dutch, or Russian).

    • Text Message for Keypad Mode: Enter the text to voice over.

  • Field: Select the filter from the dropdown list.

  • Max Input Length: Enter the number of expected characters (if required).

  • Press key to repeat question: Select the checkbox to play the message twice.

  • Confirmation Phrase: Select the checkbox when confirmation is required. Enter the phrase next to it. Use keyword *value* as a placeholder for a recognized value. E.g., “Did you mean *value*?.”

Click the “Save” button.The “User's Input” block allows the lead to enter the data claimed by the filters. To add the “User's Input” block to your IVR click the “User's Input” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon) and fill in the following fields:

  • Title: Enter the block name.

  • My Audio File / Professional Recordings: The corresponding radio button allows you to upload a custom audio file or delegate audio file creation to professional artists. When selecting the “Professional Recordings” radio button, the additional fields will appear.

    • Message Language: Select the record language (English, Slovac, Dutch, or Russian).

    • Text Message for Keypad Mode: Enter the text to voice over.

  • Field: Select the filter from the dropdown list.

  • Max Input Length: Enter the number of expected characters (if required).

  • Press key to repeat question: Select the checkbox to play the message twice.

  • Confirmation Phrase: Select the checkbox when confirmation is required. Enter the phrase next to it. Use keyword *value* as a placeholder for a recognized value. E.g., “Did you mean *value*?.”

Click the “Save” button.

8. The “Constant Input” block

The “Constant Input” block records the input data to the lead body. To add the “Constant Input” block to your IVR click the “Constant Input” icon in the blocks’ list.

To set up the block click the “Block Settings” button (the button with the “Gear” icon) and enter the block name to the “Title” field. Select the filter in the “Field” dropdown list (ZIP, Is Military, SSN, etc.) and enter the data to the “Value” field.

8 constant input setup

9. The “Check Lead Return” block

The “Check Lead Return” block allows you to route a returning caller back to where they left off during the previous call if the lead calls back within the set timeframe. To add the “Check Lead Return” block to your IVR, click the “Check Lead Return” icon in the blocks’ list.

block settings

To set up the block, click the “Block Settings” button (the button with the “Gear” icon) and fill in the following fields:

  • Title - enter the name of the block.

  • Audio File for Find Buyer Transfer - If the lead were transferred to the buyer during the previous call, the Check Lead Return Block would navigate the lead back to the Find Buyer block. To set up an audio message for the Find Buyer block for returning callers, you may upload a custom audio file (select the “My Audio File'' radio button) or delegate the audio file creation to professional recording artists. To do it, select the “Professional Recordings'' radio button, then select the record language in the “Message Language'' drop-down menu (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message for Keypad Mode” field.

  • Check Return Time Frame - set the time frame to check if the lead called before by entering seconds, minutes, or/and hours in the corresponding fields.

  • Intro for Returning Callers - select the checkbox to play a custom intro audio message for returning callers.

  • Audio File for Intro - upload a custom intro audio file. You may upload a custom audio file (select the “My Audio File” radio button) or delegate the audio file creation to professional artists (select the “Professional Recordings” radio button).

  • Return confirmation - you can select the checkbox to turn the intro into the YES/NO logic block and let a caller decide to either continue from where they’d left the call or start over. If this checkbox is selected, the intro audio message should be phrased to support the YES/NO logic, e.g., “Welcome back! If you want to continue answering questions, say YES or press one, otherwise say No or press 2”. Note: this setting is optional.

  • Verification - select the checkbox to ask callers to verify their identity.

  • Verification Field - select the verification field from the dropdown menu, e.g., SSN, year of birth, etc. It should be information callers provide on the first steps of the IVR, so when they call back, there is data to check against to verify their identity.

  • Audio File for Verification - upload an audio file for verification. You may upload a custom audio file (select the “My Audio File” radio button) or delegate the audio file creation to professional artists (select the “Professional Recordings” radio button)

  • Audio File for Failed Verification - upload an audio message to be played if the verification failed. You may upload a custom audio file (select the “My Audio File” radio button) or delegate the audio file creation to professional artists (select the “Professional Recordings” radio button).

10. The “Consent” block

The “Consent” block allows you to collect and record a caller’s voice consent in IVR and ping a caller’s phone number to E-Delivery when the consent is obtained. You can add the block only to the IVR with the “Voice recognition + Keyboard” recognition type.

To add the “Consent” block to your IVR, click the “Consent” block icon in the blocks’ list.

11. The “Callback Request” block

The “Callback Request” block allows the lead to request a callback from the IVR. To add the “Callback Request” block to your IVR click the “Callback Request” icon in the blocks’ list.

To set up the block click the “Block Settings” button (the button with the “Gear” icon) and fill in the following fields:

  • Title: Enter the block’s title.

  • Callback Setting: Select the active Callback in the drop-down menu. To create the callback, go to the Callbacks > Callback List section and click the “Add New Callback” button.

  • Ask callback time: Select the checkbox to let the IVR ask if the caller requires the callback.

  • Audio File for Time: Upload the audio file to ask the caller about the callback time. The caller should enter four digits, e.g., 1300. You can select to upload the custom audio file or delegate audio file creation to professional artists. When selecting the “Professional Recordings” radio button, the additional fields appear.

  • Audio File for Day Zone: Upload the audio file to ask the caller about the time of day. The caller should select AM or PM. You can select to upload the custom audio file or delegate audio file creation to professional artists. When selecting the “Professional Recordings” radio button, the additional fields appear.

Click the “Save” button.

12. The “DNPL Lookup” block

The “DNPL Lookup” block compares the lead data to the DNPL list according to the set filter. When the input data corresponds to the filter (the parameter is listed in the DNPL list), the call will be ended. When the parameter is not listed in the DNPL list the IVR continues. To add the “DNPL Lookup” block to your IVR click the “DNPL Lookup” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon). Enter the block name to the “Title” field, choose the filter in the “Field” dropdown list and select the blacklist from the “DNPL” dropdown list. To save the settings click the “Save” button.

11 DNPL Lookup setup

The “DNPL Lookup” block allows you to fork the IVR. Select the “Y” button (corresponds to “yes”) to add an extra block and finish the IVR, and select the “N” button (corresponds to “no”) to continue the IVR.

11 DNPL Lookup block

11 DNPL Lookup line

To create the DNPL list, go to the Client Management > Setup > Do & Do Not Present Lists section. Read about the “Do & Do Not Present Lists” section in the Knowledge Base.

13. The “TCPA” block

The “TCPA” block allows you to perform real-time validation of lead phone numbers and assign them to the two categories - Good and Bad. To add the “TCPA” block to your IVR, click the “TCPA” block icon in the blocks’ list. Note: This option requires manual activation. Read about The TCPA Block configuration in the Knowledge Base.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon). Enter the block name to the “Title” field and select the IVR Integration in the “Integration” dropdown menu. Click the “Save” button.

Note: You can not add the “TCPA” block between other IVR blocksk. In case you have an existing completed IVR, you can add this block only to the end of the IVR process. In another way, you need to create a new IVR.

The “TCPA” block allows you to route the IVR. Click the “Good” button to build up the IVR branch for the phone numbers that were identified as good. Click the “Bad” button to build up the IVR branch for the phone numbers that were identified as bad.

14. The “Mobile or Landline” block

The “Mobile or Landline” block automatically verifies the phone number (mobile or landline) and routes the call according to the autodetection. To add the “Mobile or Landline” block to your IVR click the “Mobile or Landline” icon in the blocks’ list.

The “Mobile or Landline” block branches out to the “Mobile” line (the “M” icon) and the “Landline” line (the “L” icon).

12 mobile or landline block

12 mobile or landline lines

To set up the block, select the icon, click the “Block Settings” button (the button with the “Gear” icon) and enter the block name to the “Title” field.

12 mobile or landline setup

15. The “Go to IVR” block

The “Go to IVR” block allows you to redirect clients from one IVR to another. The “Go to IVR” block can distribute calls by the product. When switching to IVR in the same product, it transfers to a new IVR without creating a new call. When switching to a different product's IVR, the unit initiates call termination on the current IVR product and "creates" a new call to the new product. As a result, there will be two leads in Lead Details. To add the “Go to IVR” block to your IVR click the “Go to IVR” icon in the blocks’ list.

To set up the block click the “Block Settings” button (the button with the “Gear” icon), enter the block name to the “Title” field, and select the IVR from the “Go to IVR” dropdown list.

13 go to ivr setup

16. The “Go to Block” block

The “Go to Block” block allows the lead to get back to any preselected block within the IVR. To add the “Go to Block” block to your IVR click the “Go to Block” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon), enter the block name to the “Title” field, select the block the call should be transferred to in the “Go to Block” dropdown list and click the “Save” button.

14 Go to Block setaup

17. The “Go to Campaign” block

The “Go to Campaign” block directs calls to a specific campaign bypassing all the filters. If the buyer is active, they will accept the call. To add the “Go to Campaign” block to your IVR, click the “Go to Campaign” icon in the blocks’ list.

To set up the block click the “Block Settings” button (the button with the “Gear” icon), enter the block name to the “Title” field, and select the campaign from the “Go to Campaign” dropdown list.

15 go to campaign setup

18. The “Find Buyer” block

The “Find Buyer” block is searching for the buyer and sends the lead to the campaign. To add the “Find Buyer” block to your IVR click the “Find Buyer” icon in the blocks’ list.

Note: No blocks are allowed to place after the "Find Buyer" block, except another "Find buyer" block or the "Go To IVR" block.

16 Find Buyer after

To set up the block, click the “Block Settings” button (the button with the “Gear” icon) and enter the block name to the “Title” field. Select the “My Audio File” radio button to upload a custom audio file, and upload the file in the “Audio File if Buyer was Found” field. Select the ping tree in the “Ping Tree” dropdown list. To play audio for incoming calls from another Phonexa instance, select the “Play audio for intra-system incoming calls” checkbox. Click the “Save” button.

To delegate the audio file creation to professional artists, select the “Professional Recordings” radio button. Select the record language in the “Message Language” drop-down list (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message if Buyer was Found” field. Choose the ping tree in the “Ping Tree” dropdown list and click the “Save” button.

19. The “Hot Transfer” block

The “Hot Transfer” is a custom block that looks up the caller’s information in the system by the combination of caller’s ZIP code, year of birth, and 4-digit SSN to search for a Buyer. Please, reach out to your account manager to find out more details. If a Buyer is found the caller will be transferred to the Buyer right away resulting in shortened IVR flow for the caller. To add the “Hot Transfer” block to your IVR click the “Hot Transfer” icon in the blocks list.

To set up the block click the “Block Settings” button (the button with the “Gear” icon), and enter the block name in the “Title” field.

17 hot transfer-1

Read more about the “Hot Transfer” block in the Knowledge Base.

20. The “Return Client” block

The “Return Client” block checks the lead’s last sale to the campaign within X days and suggests the lead to connect the same buyer. Depending on the lead’s choice the block will redirect to the campaign, which it was already sold to, or a new campaign will be selected on a regular basis. To add the “Return Client” block to your IVR, click the “Hangup Reject Mess” icon in the blocks’ list.

To set up the block, click the “Block Settings” button (the button with the “Gear” icon) and enter the block name to the “Title” field. Select the “My Audio File” radio button to upload an audio file, and upload the file in the “Audio File for Keypad Mode” field. To set up the time for the system to check how much time has passed since the lead sale, enter the number of days and/or hours to the “Return client during” and click the “Save” button.

18 return client setup1

To delegate the audio file creation to professional artists, select the “Professional Recordings” radio button. Select the record language in the “Message Language” drop-down list (English, Slovac, Dutch, or Russian) and enter the text to voice over in the “Text Message for Keypad Mode” field. To set up the check time since the lead the last sale, enter the number of days and/or hours to the “Return client during” and click the “Save” button.

18 return client setup2

21. The “Ping To URL” block

The “Ping To URL” block allows you to set up different integrations in the block.

To add the “Ping To URL” block to your IVR select the “Ping To URL” icon from the list of blocks and click it.

To set up the “Ping To URL” block click the “Configure” button (the button with the “Gear” icon), fill in the “Title” field, and choose the integration from the “Integration” dropdown list.

19 Ping To Url setup

The “Simple Ping” integration allows inserting any placeholders into the URL. When the call gets to the block, the system automatically places the value into the URL and sends the data by the URL. Fill in the “Ping to URL” field and click the “Save” button.

19 Ping To Url setup int1

The “Lead Stash” integration searches the data in the Tracking Pool or in the Lead Stash (or in both at the same time) within the time selected in the settings. When the values are found, the system automatically fills in the blocks that require this data and records the values to the lead body.

To set up the integration, select the searching method (Lead Stash, Tracking Pool, or Lead Stash+Tracking Pool) from the “Data Resource” dropdown menu.

19 Ping To Url setup int2-2

When the “Lead Stash” option is selected in the “Data Resource” dropdown menu, you can set up the term for the lead data search in the “Lead Stash Data Lifetime” dropdown menu. Click the “Save” button to proceed.

19 Ping To Url setup int2-1

To search the lead data in the tracking pool, select the “Tracking pool” option in the “Data Resource” dropdown menu and click the “Save” button to proceed.

19 Ping To Url setup int2-2-1

When the “Lead Stash+Tracking Pool” option is selected in the “Data Resource” dropdown menu, you can set up the term for the lead data search in the “Lead Stash Data Lifetime” dropdown menu. To set up the priority, select the “Lead Stash” or “Tracking Pool” option in the “Data Priority” dropdown menu. Click the “Save” button to proceed.

19 Ping To Url setup int2-3

Please make sure to enable the Lead Stash Function setting to use this feature. Please read on how to set up the Lead Stash Function on the Knowledge Base.

The “Opting In” integration adds the current phone number to the specific E-Delivery list. Select the contact list from the “E-Delivery List” dropdown menu, enter the API key to the “Authentication Key” field to log in for adding numbers to the E-Delivery list, and click the “Save” button.

19 Ping To Url setup int3

The “Publisher Payout” integration charges the admin for the particular amount of money mentioned in the block settings. The debited amount is transferred to the publisher from whom the call came. Enter the needed amount to the “Amount, $” field and click the “Save” button.

19 Ping To Url setup int4

22. The “Lead Stash” Block

The “Lead Stash” block allows you to search in for lead information in the Lead Stash based on the set parameters, then routes the call based on the results of the search. If the lead information is found in the Lead Stash, IVR blocks will be pre-filled with the lead information and the caller will skip these blocks. The data for a specific lead can be searched within the time frame selected in settings.

To add the “Lead Stash” block to your IVR, click the “Lead Stash” icon in the blocks’ list.

The “Lead Stash” block allows you to route the IVR. The “Y” button corresponds to “yes,” (if the caller’s data was found in the Lead Stash), and the “N” button corresponds to “no” (if the caller’s data was not found).

20 Lead Stash block

Read more about the “Lead Stash” block in the Knowledge Base.

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