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Actions and Conditions

Actions and Conditions work together to control how calls flow through an IVR.

Actions define what the system should do next, while Conditions evaluate caller input or call state. This logic allows administrators to build dynamic, intelligent call paths that adapt in real time.

Actions and Conditions are combined to create logical, step-by-step IVR workflows. A Condition evaluates the call state, and the corresponding Action determines the next step.

Actions

Actions define the behavior that occurs once a Condition is met. They control what happens to the call, such as playing an announcement, routing the call to a queue or destination, or ending the interaction. Actions are executed sequentially and form the building blocks of the IVR call experience.

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A terminating action is an action in the IVR that will result in the caller leaving the current IVR.

Drop Call

A terminating action that immediately disconnects the call.

Inputs:

  • Action Name
  • Play Announcement (optional)

Typically used after playing a final message, handling invalid input, or ending an IVR flow intentionally.

Forced Announcement

Plays an audio message that the caller cannot skip.

Inputs:

  • Action Name
  • Play Announcement

Commonly used for compliance messages, legal disclosures, emergency notices, or mandatory information before proceeding.

Transfer

A terminating action that transfers the call to a specified destination such as another IVR call flow, skill, agent, or dialable number.

Inputs:

  • Action Name
  • Destination Type
    • Transfer to IVR
    • Transfer to Skill
    • Transfer to Agent
    • Transfer to Dialable Number

This action is usually the final step before agent interaction.

Collect Digits

Prompts the caller to enter digits using their keypad (DTMF).

The digit entry is finalized by the # key.

Inputs:

  • Query Name
    • Name of the action to be displayed in reporting and call flows.
  • Session Parameter ID
    • Name of the key for a value. Available as a parameter for other conditions and actions**.**
  • Play Announcement
    • Announcement to be played when the call flow reaches this action.
  • Max Digits Allowed
    • By default, it is set to Unlimited.
  • Digit Entry Confirmation Language
    • The language for the announcements to be played in.
  • Timeout Duration
    • Max amount of time given to the caller to input their digits. If the max time has been reach, the digits entered by the caller are the digits entered before confirmation.
  • Display Digits in Historical Logging
    • If enabled, digits entered by the caller will be displayed in reporting details along with the session parameter ID.
  • Display to Agent
    • If enabled, digits entered by the caller will be visible to the agent for the call along the session parameter ID.
  • Censor all but last four digits
    • If enabled, only the last four digits entered by the caller will be displayed in reporting details and visible to the agent for the call along the session parameter ID.

Used for collecting a string of digits such as menu selections, account numbers, PINs, or routing decisions information based on caller input.

Examples could include:

  • Account Number
  • Extension
  • Date of Birth
  • Callback Number

Collect Confirmation

Prompts the caller to enter digits using their keypad (DMTF).

Inputs:

  • Action Name
    • Name of the action to be displayed in reporting and call flows.
  • Session Parameter ID
    • Name of the key for a value. Available as a parameter for other conditions and actions.
  • Consent Announcement
  • Display Digits in Historical Logging
    • If enabled, the confirmation digit entered by the caller will be displayed in reporting details along with the session parameter ID.
  • Display to Agent
    • If enabled, the confirmation digit entered by the caller will be visible to the agent for the call along the session parameter ID.

Used for collecting binary responses from the caller such as consent to send SMS messages, gather permissions, and/or acknowledgement to compliances.

Examples could include:

  • “Do you agree?”
  • “Do you want to continue?”
  • “Do you approve this action?”
  • “May we text you?”

Confirm Caller Number

Prompts the caller to confirm their phone number using their keypad (DMTF).

Inputs:

  • Action Name
    • Name of the action to be displayed in reporting and call flows.
  • Session Parameter ID
    • Name of the key for a value. Available as a parameter for other conditions and actions.
  • Max Digits Allowed
    • By default, it is set to Unlimited.
  • Timeout Duration
    • Max amount of time given to the caller to input their digits. If the max time has been reach, the digits entered by the caller are the digits entered before confirmation.
  • Display Digits in Historical Logging
    • If enabled, the confirmation digit entered by the caller will be displayed in reporting details along with the session parameter ID.
  • Display to Agent
    • If enabled, the confirmation digit entered by the caller will be visible to the agent for the call along the session parameter ID.

Announcement Settings:

  • Number Verification Intro
    • First announcement to be played to the caller to verify the digits entered is correct.
  • Number Confirmation Prompt
    • Second announcement to be played to the caller to confirm the digits entered is correct.
    • 1 is to confirm and 2 is to reject.
  • Request Number Prompt
    • If the caller rejects the Number Confirmation Prompt, they will be prompted to reenter the correct digits.
  • Confirmation Success Announcement
    • If the caller confirms the digits are correct, they will be prompted with a success announcement.
  • Digit Playback Language Pack
    • The language for the announcements to be played in.
  • Invalid Entry Announcement
    • Prompts the caller if an invalid entry was entered.

Used for confirming a call back number, a phone number to text and/or receive calls.

Set Parameter

An action that changes the behavior of a the call flow and/or displaying data to agents or in reporting.

Inputs:

  • Action Name
    • Name of the action to be displayed in reporting and call flows.
  • Session Parameter ID
    • Name of the key for a value. Available as a parameter for other conditions and actions.
  • Select One:
    • Set as Static Value
      • A string of text to be statically assigned as the value for calls when this action is triggered.
    • Set with Standard Parameter
      • A dropdown menu of existing standard parameters.
    • Set with Session Parameter
      • A string of text to an existing Session Parameter ID.

Used for when a caller has been announced that the call is being recording to not repeat during the call flow, display a value indicating that the caller is a specific member, and/or track that the caller passed identity verification to inform other groups/skills to not repeat.

Data Dip

An action used to request data from a database in a call flow.

Inputs:

  • Query Name
    • Name of the action to be displayed in reporting and call flows.
  • Data Dip Profile
    • The selected Data Dip Profile to be used to execute as an action in the call flow.

Used for changing the call behavior based on data requested from a database about the calling party, displaying data from a database to agents during a live a call, and/or displaying data from a database in reporting.

Digit Menu

A terminating action to transfer the caller out of the IVR and into a Digit Menu.

Inputs:

  • Digit Menu Profile

Used for completing an IVR for the caller to navigate into a “phone-tree”.

Send SMS

An action to send/receive SMS message to the caller or a verified number.

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Consent Required for SMS Messages

A documented consent must be obtained from the caller for SMS messaging. Consent should include clear information about SMS purposes, the applicable privacy policy, and instructions for HELP and STOP (opt-out). SMS-enabled numbers must be registered with The Campaign Registry and comply with the applicable 10DLC requirements.

Inputs:

  • Action Name
    • Name of the action to be displayed in reporting and call flows.
  • Outbound SMS DID
    • A drop-down menu to select the appropriate outbound SMS number.
  • Consent Parameter
    • The name of the Session Parameter ID used to check for SMS consent.
  • Target Number Source
    • Caller ID Number will utilize the caller ID number from the caller for SMS destination.
    • Verified Number will utilize a defined Session Parameter ID, obtained by caller input from an action.
      • Target Number Session Parameter is the input for the defined Session Parameter ID.

SMS Settings:

  • SMS Message
    • A string of text to be sent to the targeted SMS number.
  • Successfully Sent Announcement
    • An announcement for when the SMS was consented and the SMS message was sent successfully.
  • Not Sent Announcement
    • An announcement for when the SMS was not consented and the SMS message was not sent.
  • Failed to Send Announcement
    • An announcement for when the SMS message failed to send out of the system.

Conditions

Conditions act as decision points within an IVR flow. They evaluate specific criteria - such as caller keypress input (DTMF), time of day, or menu selection - and determine which path the call should follow. Conditions enable IVRs to respond differently based on how or when a caller interacts with the system before being determined by an action.

Parameter

A condition used to check for a value that is conditionally met given a filter operator.

Inputs:

  • Condition Name
  • Parameter Type (select one):
    • Standard Parameter
    • SIP Header
    • Session Parameter

Each parameter type have unique inputs that use named parameters (by type) to check a value given a conditional filter operator.

Example:

  • If the Parameter Condition is a Standard Parameter , the lookup key is set to DNIS and the lookup value is 1234, where the filter operator is set to CONTAINS, this parameter is conditionally met and will advance the call in the IVR to the next condition/action.

Standard Parameter

Using basic call information.

  • Caller ID, DNIS, External Number, or Tag
  • Operator
  • Value

SIP Header

Using common call header information.

  • FROM, FROM (Caller ID Only), CONTACT, TO, P-ASSERTED-IDENTITY, USER-AGENT, REFERRED-BY
  • Operator
  • Value

Session Parameter

Using an expected named session parameter.

  • Name of a Session Parameter
  • Operator
  • Value

Holiday

A condition used to check for holidays in the IVR.

Inputs:

  • Condition Name
  • Holiday Profile

Time of Day

A condition used to check for a schedule in the IVR.

Inputs:

  • Condition Name
  • Time of Day Profile
  • Condition is Met
    • Outside of Profile Hours (False)
    • Inside of Profile Hours (True)

Updated about 2 hours ago