Creating a Blank IVR

The following describes how to create a new Interactive Voice Response (IVR) service on behalf of an existing Customer. This is a versatile type of service that provides a bespoke, interactive caller experience. Callers to an IVR will hear a series of audio prompts that provide them with information and allow them to express their intent. Depending on how the IVR is configured, each call will be directed to an appropriate department or Agent for resolution.

If you haven't already created the Customer that will operate this service, you will need to do that first. While doing so, you can set up an initial service for the Customer, and you can then add more services as needed.

Implementation

To make changes to any service created by this wizard, access its Service Details page.

  1. Access the list of services for the intended Customer.

    1. Access the details page for the intended Customer.

      1. Type the Customer’s name into the search field at the top of any page.
      2. Click the intended Customer in the search results. This opens the Customer Details page.
    1. Select the Services tab.

  1. Select The Add Services Wizard. This opens a new page.

  2. Click Next to access the Customer tab, from where you can continue the creation process.

After creating the IVR service, you will need to add and configure the nodes that define its core functionality. For more information, see Understanding the IVR Configuration Page.