A custom IVR or Menu node can be created for inbound flows in the Work Flow Designer, which can be found in your admin dashboard under Work Flows.
An IVR can be created after the following Nodes:
- Custom time routes
- Office hours
- Screen Calls
- Public holidays
However, as best practice, we suggest that the IVR only be created after the Custom time route, public holidays and office hours nodes.
Above you'll find a recommendation for a standard IVR.
Now that we have completed the initial steps, we can move to the creation of the IVR (menu node).
Step 1: Name your IVR
Select the burger menu icon and click Edit.
In IVR Options, you will be asked to name your IVR.
After giving your IVR its unique name, click Next.
Step 2: Insert Audio
If you have not created or uploaded audio before, the following menu option will appear.
Select Create Audio.
A new menu will appear titled Add Audio File.
Give the audio file a name of your choice (preferably something that allows you to easily discern what the audio is related to).
After naming your new audio file you can select to either upload an audio file or create a text to speech audio file.
If you choose to upload an audio file, please be aware that it needs to meet specific format specifications to ensure that it functions correctly.
- It must be a .wav file type
- 16 bit resolution
- 8000 Mhz
- Mono Channel audio
- File size can be no larger that 10MB
After creating you audio, select it and click Next.
Step 3: Set up your options
The following IVR options will appear.
The Single Digit Selections tab allows you to select the number of options that you can offer your customer with a maximum of nine selections.
Once you have selected the number of options you would like to offer, click Finish.
In the above example, three options were chosen and this is reflected in the Work Flow Designer as seen below.
Step 4: Assign a work type
Each IVR option has its own unique Work Type that can be selected after the IVR is created using the Assign Work Type node.