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IVR Settings

This page provides detailed instructions on creating and configuring IVR settings, and explains the purpose of each IVR configuration parameter.

Overview

IVR (Interactive Voice Response) provides self-service voice interactions for inbound calls. By configuring IVR rules, the system can automatically play the appropriate voice prompts based on the caller's input, enabling services such as business hours announcements and service navigation without agent intervention.

Accessing the Feature

  1. After logging in to the Call Center platform, navigate to Voice > IVR Management > IVR Settings to view the list of configured IVR rules.

Feature Description

Create and Configure an IVR

Create an IVR

  1. On the IVR Settings page, click Add to open the IVR creation dialog box.

  2. Enter the IVR configuration information, then click Confirm to create the IVR.

  • Name: Required. Enter a name for the IVR rule (1–64 characters), for example, Customer Service Hotline Main IVR.
  • Confirmation Key: Specifies the key that callers must press to confirm their input (for example, #). Leave this field blank if no confirmation key is required.
  • Initial Timeout (Seconds): The maximum time the system waits for the caller's first key press. The default value is 1 second. The recommended range is 1–30 seconds.
  • Inter-digit Timeout (Seconds): The maximum interval allowed between two consecutive key presses. The default value is 1 second. If the timeout is exceeded, the system treats the input as complete.
  • Maximum Retry Attempts: The number of times callers can retry after entering invalid input or exceeding the timeout. The default value is 0, which means no retries are allowed and the ending prompt is played immediately.
  • Input Length: Specifies the minimum and maximum number of digits allowed (for example, 4–6). The default value is 0, indicating that no length restriction is applied.
  • Welcome Prompt: The first voice prompt played after the caller connects (for example, "Welcome to XXX."). Select a previously uploaded voice file.
  • Menu Prompt: The voice prompt that instructs callers which keys to press (for example, "Press 1 for business hours.").
  • Invalid Input Prompt: The voice prompt played when the caller enters invalid input (for example, "The number you entered is invalid.").
  • Ending Prompt: The voice prompt played before the IVR session ends (for example, "Thank you for calling.").
  • Description: Optional. Enter information such as the purpose, applicable scenario, or maintenance notes for the IVR rule.

Note: All voice files must be uploaded in Voice File Management before they can be selected in the IVR configuration.

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