The IVR section contains a detailed list of your IVR schemas. The report's table includes information about the IVR schemas, statuses of these schemas with a detailed constructor of each schema.

To view the report go to the Publisher Management > Setup > Call Routing / IVR section and select the "IVR" tab.

Call Routing _ IVR

The IVR section contains the following information:

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

  • Name: The unique name of the IVR schema.

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

  • Product: The Product selected for the IVR schema.

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

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

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

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

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

  • IVR Record: Select the status of the IVR record option (Disabled, Active, Not Active).

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

  • Product: Select the Product of the IVR schema.

CreateNewIVR

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

  • Name: Enter the name of the IVR schema.

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

  • Basic Language: Select the language from the drop-down menu (English, Dutch, Slovak, Russian).

  • 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 percentage for the IVR, click the “Configure” button next to the appropriate product name in the “Actions” column. Set the percentage and click the “Apply” button to save.

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

global

The “Global” tab contains the following data:

  • Name: Enter the name of the IVR schema.

  • Basic Language: Select the language from the drop-down menu (English, Dutch, Slovak, Russian).

  • 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 chosen 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 chosen Campaign in the case when the buyer was not found.

create offer

Check the IVR Offer section in the Knowledge Base article.

To construct the IVR, click the “Constructor” button. The system will redirect you to the appropriate page.

constructor2

Use the IVR blocks to construct the IVR schema. Read more about the IVR Blocks in the Knowledge Base.

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

additional settings

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 IVR with voice recognition mode.

To clone the IVR schema, click the “Clone” button. Confirm your intention in a pop-up window.

To delete the IVR schema, click the “Delete” button. In the pop-up window, you can enter a comment. To proceed, click the “Delete” button.

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 (the one with the exclamation point) to view the IVR additional settings, or the “View” button (the one with an eye icon) to check the block settings.

ViewIVRSettings

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 one with the wrench icon) to make any changes.

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