IVRs

With this guide you will learn how to create and configure IVRs in uContact to automate phone service to your customers in an easy and effective way. IVRs are used to create interactive voice menus on the Telephony channel. Let's get started!

What are IVRs?

IVRs are automated systems that allow you to create interactive phone menus. Customers can navigate options using their phone keypad, allowing you to provide self-service, direct calls to the correct department, or collect information before connecting with an agent.

IVR Types

• IVR: Standard IVR with a full visual flow editor.
• IVR Function: Reusable logic block that can be called from IVRs or other IVR Functions through the Function node. It cannot be called from a Bot.
• Simple IVR: Simplified IVR with basic configuration for simple use cases.

How to Create an IVR?

Creating an IVR is very simple! Here's how to do it.

1. First, access the Administrator Menu, go to the Automations module, and then to IVRs.

Once here, click the New button in the upper right corner.

2. A pop-up will appear where you must enter the basic information to create the IVR. Below is an explanation of each field.

• Name: the unique name that identifies the IVR. Use descriptive names that indicate its purpose (e.g., "IVR_Main_Menu", "IVR_Customer_Service"). It only accepts letters, numbers, _, - and . (no spaces), and it cannot match the username of an existing user.
• Type: the type of IVR to create — either IVR, IVR Function, or Simple IVR.
• Description: optionally, you can add a description to document the purpose and behavior of the IVR.

The name and type cannot be changed after the IVR is created; later you can only edit the description.

WARNING

If you chose Simple IVR, you will not see the flow editor described in the next section: a simplified workspace will open instead — check the Simple IVR guide.

3. Once created, you can access the Flow Editor where you will design the IVR's logic using visual nodes such as play audio, capture user input, route calls, execute actions, and more.

Flow Editor (IVR and IVR Function)

IVRs use a visual flow editor that allows you to design the automation logic intuitively through nodes that connect to each other.

Main Components

• Nodes: Represent specific actions (play audio, capture input, validate data, etc.).
• Connections: Lines connecting nodes that define the conversation flow.
• Variables: Store customer or conversation information to use throughout the flow.
• Conditions: Allow you to create branches in the flow based on user input or system data.

Most Used Nodes in IVRs

• Playback: plays a pre-recorded audio to the customer.
• Read: captures the digits pressed by the user on the phone keypad and saves them in a variable.
• Dial: dials a destination (for example, an extension or an external number) and connects the call to it.
• Transfer queue: transfers the call to the queue of the selected campaign so it is attended by an agent.
• Evaluate: evaluates conditions to direct the flow through different paths.
• Set Data: saves or modifies values in variables for later use.
• Web service: makes HTTP calls to external services to retrieve or send information.
• SQL query: runs a query against a database to retrieve or update information.
• Hangup: ends the call.

To learn about the designer's structure and the full list of activities in detail, check the Workflows Designer guide.

Global variables

The Global variables button, next to the search bar of the IVR list, lets you create and delete variables that are available to all IVRs.

IVR Activation

Once you have designed your IVR's flow, you must activate it (put it into production) so it can be used in your campaigns.

How to Activate?

1. Access the IVR list from the Automations module.
2. Click on the IVR you want to activate.
3. Inside the editor, find the Deploy button.
4. Confirm the activation.

Once activated, the IVR will be available to be configured in the Telephony channel of campaigns.

Associate an IVR with a Campaign

Once your IVR is activated, you must associate it with the Telephony channel in a campaign for it to start working.

Steps to Associate an IVR

1. Access the Campaigns module.
2. Edit the campaign where you want to use the IVR.
3. Click on the Telephony channel.
4. Go to the Automations tab and select the IVR in the field that matches when it should run:
   • IVR when start: the caller is connected to the IVR as soon as the call begins (for example, to greet, validate data, or classify before transferring to an agent).
   • Ivr when finish: the caller is redirected to the IVR once the call with the agent ends (for example, to run a survey).
   • IVR after timeout: the caller is redirected to the IVR if they wait longer than the configured time without being attended.
5. Save the changes.

Version History

Every time an IVR is saved or deployed, a version is recorded in its history, allowing you to:

• See who made changes and when, and whether each version was saved (Development) or deployed.
• Preview a previous version in the editor.
• Recover a previous version if necessary.

How to Access the History?

1. In the IVR list, open the actions menu of the IVR you want to review and choose Historic.
2. The editor opens with the Flow save history panel, listing all saved versions.
3. Click a version to preview it in the editor. To restore it, select it and click Recover, then save or deploy the flow for the change to take effect.

Important Considerations

Key points to keep in mind

• Activation required: IVRs must be activated (put into production) before they can be used in campaigns.
• Test before activating: Always test your flows in a development environment before activating them in production to avoid negative impacts on customer service.
• Clear naming: Use descriptive names that clearly indicate the IVR's purpose (e.g., "IVR_Main_Menu", "IVR_Tech_Support").
• Documentation: Use the description field to document the purpose and behavior, making future maintenance easier.
• Version history: All changes are recorded. You can restore previous versions at any time.
• Reusable functions: Use IVR Functions to create reusable logic blocks that you can call from multiple IVRs.
• Variables: Use variables to store and reuse customer or conversation information throughout the flow.
• Validations: Always validate user input to handle errors and provide a better experience.
• Fallback to agent: Always include an option to transfer to an agent when the IVR cannot resolve the query.
• Clear audio: Use professional, clear voices for audio recordings. Keep messages concise and specific.
• Limited options: Do not offer more than 5 options in the same menu to avoid confusing the customer.
• Repeat option: Always include an option to repeat the menu in case the customer did not understand.

Frequently Asked Questions

What is an IVR Function?

An IVR Function is a reusable logic block that you can create once and call from multiple IVRs. This allows you to keep common logic in a single place, making maintenance easier and avoiding duplication.

Can I test an IVR before activating it?

Yes. In the flow editor of IVRs and IVR Functions, the Toggle test phone button (keypad icon) opens a test phone that calls the IVR from your browser, so you can listen to the audios and press keys as a customer would. You can also create test campaigns to validate the full functionality.

How can I see the changes made to an IVR?

Use the Historic action of the IVR from the list. There you can see all saved versions with date and the user who made the change, and you can recover previous versions if necessary.

Do IVRs consume licenses?

No, IVRs do not consume licenses. Only enabled Bots consume Bot licenses.

Can I copy an existing IVR?

Yes, from the IVR list you can use the Copy option to create a copy of an existing IVR with the same flow and audios. The copy is named name_copy (you can change it in the form) and is created without being deployed. An IVR can only be copied as an IVR or an IVR Function (and vice versa); a Simple IVR can only be copied as a Simple IVR. This is useful when you want to create a variation of an existing flow without starting from scratch.

What is a Simple IVR?

A Simple IVR is a simplified version of the standard IVR with basic configuration, designed for simple use cases where a full flow editor is not required. It is ideal for simple menus with few options.

What format should audio files be in for the IVR?

You can upload MP3, WAV, or OGG files, or record the audio directly from the browser. uContact automatically converts each audio to the format used by telephony (8 kHz mono WAV), so you do not need to convert it beforehand. Keep a normalized volume to ensure clarity.

Can I use the same IVR in multiple campaigns?

Yes, IVRs are global and can be configured in multiple campaigns. You just need to select them in the Telephony channel configuration of each campaign where you want to use them.

Can I disable an IVR that is in use?

No. Unlike Bots, IVRs do not have an Enable/Disable option. To stop using an IVR in a campaign, remove it from the IVR fields in the Automations tab of that campaign's Telephony channel.

How can I capture customer information in the IVR?

Use the Read node to ask the customer to enter information using the phone keypad. Then, store this information in variables for later use in the flow or to pass it to the agent when the call is transferred.