We are delighted to introduce a new way to configure your Interactive Voice Response (IVR) servers with increased ease, directly from your usual interface.
Goodbye to complicated procedures and confusing configurations! Thanks to this update, customizing your IVR has become a quick and intuitive process.
This article will give you an overview of the main changes you will observe in this new IVR builder. For detailed instructions on creating your IVR, please refer to our dedicated help section.
Launching Your First Build
Go to your Dashboard > Settings > IVRs and click on "Create IVR":
On this new page, you will find the elements of your old IVR builder, namely general information and the hourly schedule.
Just like in your old IVR, name and select the scenario you want to create:
Once this action is done, you are in front of the new builder! You have the option to:
- Zoom using your scroll wheel or the option in the middle at the top of your screen
- Move in any direction on your screen by holding down the right-click.
-
The
buttons allow you to add steps to your IVR by clicking on them.
Note: In green (top of the page), you will always find the "Start of call," and in red (bottom of the page), the "End of call"; they simply mark the start and end of the call.
All steps of your IVR will naturally be between these two markers!
Configuring Your Steps
For each step, you will find at the top right of each window the settings button 
that allows you to adjust the details of the selected step.
In the example below, we selected the step "Redirect to" > "A receptionist" and then clicked on the "gear" button that opened the popup for various configurations of this step.
Simply configure all the parameters according to your needs and click on "Close" at the bottom right of the popup to save automatically.
Your steps are configured exactly the same way as in your old IVR. You can always check how to configure them in our help center if you want to refine your search.
Scripts & Surveys
To create a script or a survey, click on the corresponding icons at the bottom right of each relevant window.
Left button: Script / Right button: Survey
Once you have configured your script and/or survey, the icons will change color to show that they are active:
Create Your Voice Announcement
When this option is available, "Create Your Voice Announcement" will be present on the window of the step you have chosen. You will find the options already existing on the possibility of using a voice synthesis or recording your voice while having the ability to add background music or your own music.
Voice Menu
The new method of creating a voice menu will be observed horizontally. When you create a new key for your menu, it will appear to the right of the last key created.
In the animation below, you can observe the following creation:
- A new step "Create a Voice Menu"
- The addition of 4 additional keys for a total of 6 keys in this voice menu.
Once your keys are created, simply click on the "+" icon below each key to add a step for each of them.
Undoing Your Last Changes
In the upper right corner of your window, you will find "Undo Last Actions": this option allows you to display a list of all the actions you have taken since opening your IVR.
To delete the desired steps, click on "Undo Last Actions" and move your mouse to the line of the last action you want to delete, then click again.
Note: This operation will delete all changes up to the line you have selected!
Note
When creating a survey, simply click on the survey icon so that everything you configure is automatically saved. If you pressed by mistake, click again on the survey button and click on "delete the questionnaire."
For detailed instructions on creating your IVR, please refer to our dedicated help section.
Once your standard is finished, return to the main menu of your IVR by clicking on "GO BACK" at the top left and click on "Save the standard" at the bottom right.