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IVR (Interactive Voice Response)

Purpose​

The IVR (Interactive Voice Response) system enables the caller to choose between different paths or options. This allows the caller to interact with the system through a menu of predefined choices.

Component Parameters​

  • Announcement: The audio file that is played when entering the IVR.

  • Timeout Announcement: The message that is played when the timeout occurs.

  • Invalid Announcement: The message that is played when the caller enters an invalid number.

  • Enable Direct Dial: When enabled, the caller can dial the extension of a defined user directly.

  • Repeat Loop: The number of times the IVR will repeat (if the caller doesn’t enter a number).

  • Timeout (Sec): The duration in seconds for which the caller is given to enter the second digit after entering the first one. A value of 0 disables the timeout.

  • Max Digits: The maximum number of digits that the caller can enter.

Routing Parameters​

  • Case: The number assigned to an output. If the number entered by the caller matches the Case value, the call will exit through that output.

  • Text: A label for display purposes in the component, which helps for easier management.

Output Parameters for t and i​

  • The default outputs defined in the IVR are t for timeout events and i for invalid data input by the caller. To use these outputs, a new route needs to be added to the IVR, and the "case" value should be set to t or i.