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

Using menu prompts, Dual-Tone Multi-Frequency (DTMF) keypress 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 IVR

IVR is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Routing Configuration > IVR
2. All configured IVR flows are listed in the modal

Building the Call Flow

The IVR flows from top to bottom. Each action or condition is a purposeful call scenario that navigates the caller at a specific step of the flow. See Components for how these building blocks work together, or go directly to the Actions, Conditions, and Parameters references.

1. Select Add a New IVR Flow in the bottom left of the modal
2. Name the IVR — this name appears in reporting details such as Cradle-to-Grave and Reports
3. Add a condition or action by selecting the icon, then choose the appropriate type from the dropdown
   • Each action or condition prompts different inputs upon selection
   • A sub-action falls under a condition; a condition cannot be nested as a sub-condition under an action
4. Repeat step 3 to add additional actions or conditions
5. Add a Fallback Action:
   • Drop Call — terminates the caller in this IVR
   • Transfer — transfers the caller out of this IVR
   • Digit Menu — transfers the caller to a digit menu
6. Click Make Live on the bottom-right of the modal to save and apply the IVR

Every call presented to CCaaS reaches the Primary IVR first — see Call Routing Methods for how to redirect specific calls to a different destination from there, such as routing by the number dialed.