Designed to reduce wait times and improve call efficiency, IVR allows organizations to guide callers through self-service options or direct them to the most appropriate queue, agent, or destination.

Using menu prompts, keypress (DTMF) input, and configurable routing logic, the IVR can support common workflows such as call distribution by department, business hours handling, announcements, and pre-queue data collection. This ensures callers reach the right resource faster while agents receive better-contextualized interactions.

Key benefits of the CCaaS IVR:

• Improved caller experience through structured, self-guided call flows
• Reduced agent workload by filtering and routing calls efficiently
• Faster resolution by delivering calls to the correct queue or agent
• Scalable design that supports growing and evolving businesses

Accessing the IVR

1. Log into Xima CCaaS with an account that have Supervisor or Admin permissions
2. Navigate to Routing Configuration > IVR
3. The IVR Call Flows can be viewed and managed from the popup

Building the Call Flow

The IVR will flow from top to bottom. Each action or condition is a purposeful call scenario to navigate the caller at different steps of the IVR.

View Actions and Conditions to see all actions and conditions.

1. Select Add a New IVR Flow in the bottom left of the modal
2. Name the IVR
   1. This name is how it will be displayed within any reporting details like Cradle-To-Grave and Reports
3. Add a condition or action by selecting the icon
4. Select the appropriate action or condition from the down-down menu
   1. Each action or condition will prompt different inputs required to complete adding the action or condition
   2. A sub-action is an action that falls under a condition, but a condition does not have the ability to be a sub-condition under an action
5. Repeat steps 3 and 4 to add additional actions or conditions
6. Add a Fallback Action
   1. Drop Call will terminate the caller in this IVR
   2. Transfer will transfer the caller from the this IVR
   3. Digit Menu will transfer the caller out of the IVR to a digit menu
7. Click Make Live on the bottom-right of the modal to save and apply the IVR

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Setting an IVR as the Primary IVR

If only one IVR is configured, it will automatically be set as the Primary IVR.

If there are more than one IVR, only one IVR can be set as the Primary IVR. It can be set by clicking the ellipsis in a selected IVR and clicking Assign as Primary. A prompt will appear to confirm that the IVR selected will be the Primary IVR.