Manage IVRs

Figure 1 shows IVR page which allows you to manage all the IVRs. This panel displays a multi-column list of already added IVRs with following information

  • Name - Name of the created IVR
  • Virtual numbers – which are assigned with the IVR
  • Status - status of the IVR whether it is active or inactive

Go to Settings management ->Telephony Settings -> All IVRs

Figure 1: IVR List

Build an IVR

1. Procedure

STEP 1: Create IVR 
Click  IVR > Build a IVR option from the left panel. (Refer Figure 1) 
In the build new IVR page, enter the following details. (Refer Figure 2)

  • Name – It is mandatory to enter name.
  • Message to be played - This message will be played automatically when user calls the number. It is also mandatory field.
  • Default Sales : It is a mandatory field.The selected sales representatives will act as default sales representatives for all the IVR branches i.e calls will be forwarded to these sales representatives if you do not change it for child branches.
  • Tag Data: To tag data to the leads, select attributes and respective values. This will be the default tagging.
Click Create IVR .
The system will save the details and open a IVR configuration page with a default Trigger Node (Head branch) (Refer Figure 4). You need to start configuring main branch and child branches with a simple tree-structure.

Figure 2: Build IVR

First of all, you need to understand the tree-structure of configuration and terms used in it.
  • Trigger Node/Master Node/Head Branch : It is the top and prime node/branch of the tree structure. It can be deleted. Call will be first directed to root node and then to the subsequent child nodes.
  • Child node/branch : It is the node/branch which is a descendant of any node.
  • Siblings : Nodes which have same parent node i.e they are child nodes of a same node. In IVR you can not assign same digits to siblings.
If you mouse-over the head branch (trigger/master node), you will be able to see two options
  • To Edit this node (head branch) and
  • To Add child node.

Figure 3: Build IVR – configuration page with master branch

STEP 2: Edit head branch  
Mouse over the node > Select Edit option, to edit the details. (Refer Figure 5)

  • Use Recording- Enabling this will allow you to upload an audio file   which will be used instead of playing the text message.
  • Message – Update text message which will be played in human voice to the  caller.
Either you need to upload a recording or need provide text message.
Note: You need to give a proper message, which will guide user to move further by selecting the number.
If you are uploading recording then it must be either in mp3 or wav. format. It should be cleanly and professionally recorded.  
    • Sales Users –Select the sales representatives to which the call needs to be routed for the respective branch. It is mandatory to select at-least one sales representative however you can select multiple also.  
    • Tag data with Lead – With respect to the branch, you can tag data for some attributes. This tagging will help to track the lead data. 
Once you complete configuration of head branch, you should add child branches according to your requirements (as many routing/branches you need). The tree-structure representation on configuration page will give you idea about your configuration. 

STEP  3: Add Child branch   
Mouse over the node > Select Add child node option, to add a child branch.
For the child branch digit will be pre-configured, however you can edit it if you want.
Note: Here digit is a number between 1-9 which will be configured for caller's telephonic input.
Again for child branch you need to provide appropriate message or recording.
Here the routing and data tagging becomes crucial steps. As depending on caller's numeric input, his call will be routed and tagged as per configuration of child branch.
Hence  select the representative/s to which the calls for configured digit should be routed.
Select  attribute for which you want to tag data. Ex. Project.
Then select value for respective attribute. Ex. For attribute Project,you will be getting list of your projects as value.
Click Save.

Figure 4: Edit Branch details

If you mouse-over any child branch, you will be able to view two options

    • Add child node – System allows you to add child branches to a child branch, which will help you in tracking next level of information. For ex. You have created firstchild branch for projects, to again direct the calls according to BHK requirements of customer you can add child branches and again configure them. Procedure will be same as mentioned in Step 2.

    • Edit this node (Child branch)

    • Delete this node

Figure 5: Child nodes (branches)

STEP 4: Edit Child Branch
Mouse over the child branch > Select Edit this node option, to edit the child branch.
Procedure is same as explained earlier for editing head branch (Refer above). In child node there is one additional field.

  • Digit (Mandatory): You need to select a digit (1-9) which will be associated to the respective node. 
  • Note:  For a single level, you cannot use the same digit for multiple child nodes/branches.

Delete Child Branch
System allows to delete child branches also. You can always delete the child branches but can not delete the master/head branch. 
Mouse over the child branch > Select Delete this node option, to delete child branch.
Note: You need be careful while deleting any branch as it will result in permanent deletion of it and all it's child branches as well and this action cannot be undone.

Figure 6: Edit child branch