IVR Overview
With the release of our advanced IVR feature and functionality, this article provides a high-level outline of each aspect of the IVR and links to more detailed documentaion for each.
Whether you're building your first IVR or adding to a list of existing IVRs, this article will take you through the process of creating an IVR step by step.
Once one or more IVRs are configured, you will need to ensure that inbound calls are routed to a primary IVR. This article will also help you understand how to assign the primary tag to an IVR.
The steps taken during an IVR flow include a lot of options but can be summarized as actions or conditions. This article will help you understand how they work together.
Xima CCaaS's advanced IVR can be simple and flexible with standard actions and conditions. However, it becomes very powerful when you learn about and utilize Parameter actions and Set Parameter conditions. As these can be confusing, this article will help you understand how to take advantage of each.
Each IVR may have one or more Time of Day conditions assigned to change the IVR experience or routing based on day and/or time of day the call is in the flow. This article will teach you how to build and apply a Time of Day profile.
Each IVR may have one or more Holiday conditions assigned to change the IVR experience or routing based on predefined dates and times. A holiday profile may include days that your company or individual departments are closed for the full or partial day. This article will teach you how to build and apply a holiday profile.
This condition may be configured to check the details of the call and consider the condition as met if key values are included. These values may be standard parameters (basic call details like external phone number, caller ID, location, etc), session parameters (details appended to the call as it has progressed through the IVR) or SIP header parameters (values associated with the call as it entered the phone system. This article will help you construct a parameter condition and better explain how it can be used.
This action will route the call from the current IVR to a variety of other destinations. Options include other IVRs, skill groups, direct to an agent, or a dialable number.
This action will disconnect the call after playing an (optional) announcement.
This action includes a robust module that will ultimately prompt the caller to enter or say a numeric value. A common example includes collecting the caller's account number. This will be appended to the call as a session parameter and may be utilized to alter the IVR experience and/or simply display the entered value to agents and in reports.
A digit menu is commonly known as a phone tree. It's a menu that can offer the caller a variety of options including but not limited to selecting which department they need, using a dial-by-extension feature to reach a particular agent, or hearing informative recordings.
A data dip action will query an external database with a single or set of keys that may include standard parameters, session parameters, SIP headers or a static value. The goal is to obtain additional data associated with the caller from the database and utilize the data to change the call behavior and/or include in realtime or historical reporting. A common example would be querying a database to identify if a customer's account is in a past due status and re-route to a skill group who are proficient in collections. This article will walk you through some of the configuration of a data dip action.
A set parameter action allows you to add a new session parameter to a call based on any condition being met. This article will outline how to configure and utilize a Set Parameter action.
There may be times where you want callers to skip the primary IVR and route to a different dedicated IVR, a skill, direct to an agent, or to a dialable number when a specific number was dialed. This article will help you understand the necessary steps to make this happen.
Updated 5 days ago