Understanding the IVR Configuration Page

While the vast majority of IVRs are unique, in accordance with the requirements of the customer, the page used to build an IVR is broadly the same in each case. However large or small the IVR structure is, you can use the IVR Configuration page to add, remove, and modify components as needed.

  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. Locate the intended IVR service and click its Configure link. This will open a new page.

The IVR Configuration page contains two main areas of interest: in the top-left you'll find a map of the various Nodes in the IVR, each representing a stage of the caller journey such as a queue, a menu, a time switch, and more. The right-hand side of the page contains detailed information and settings for the currently-selected node, which can be used to expand the IVR and change its behaviour.

Further Reading