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All about your IVR builder

  • Updated

The new Ringover IVR builder allows you to build and customize your interactive voice response menus using a modernized, horizontal visual flow. In this guide, you’ll learn how to set up your initial IVR configuration, customize routing steps, and manage voice menus to optimize your call flows.

IVR Builder

1. Set up your initial IVR configuration

Before configuring your call routing steps, you must establish the general settings and business hours for your new IVR. Go to your IVR Dashboard and click on "Create an IVR".

  1. Define your IVR Name and color.
  2. Choose your Allow to record preferences (record all calls, enable start/stop options, or record by default).
  3. Set your VIP phone number settings to prioritize these calls at the front of your queue.
  4. Toggle Allow anonymous calls.
  5. Select a Script for outgoing calls.

Set your Business hours (🔗 How to define working hours for your Ringover account)

  1. Select your active time slots 
  2. Create personalized scenarios for special holiday dates. (🔗 How to create an IVR scenario for special dates (Holidays, Christmas, New Year, etc.)
  3. Configure your existing scenarios. 

Select the scenario you want to create and give it a name. Then, click on the scenario to open the step builder.

2. Choose and name your scenario

Establish the main scenario that will guide callers through your voice menu. 

  1. Click the "+" button to add a new step.
  2. Enter a step name.
  3. Click on "Create your message" to add a text-to-speech announcement, record your own voice, or upload background music. (🔗 How to customize your voicemail greeting)
  1. Assign your Users to this step. (🔗 How to create IVR scenarios according to agents' status)
  2. Configure the step's specific Survey (by adding questions and keypad options) and Call script.

When creating a survey, clicking the survey icon saves it automatically. If you create it by mistake, click the icon again and select "Delete the survey".

🔗 Adding a survey at the end of a call
🔗 How to create a call script

3. Configure routing steps and advanced parameters

Tailor each individual routing step to manage how calls are answered, transferred, or completed.

Available IVR step options

  1. Start of call: Set up your greeting and call recording announcement.
  2. Menu guide: Add a nested IVR flow or require callers to enter a specific code.
  3. Redirect to: Route calls to a receptionist, smart or advanced users, external numbers, call centers, send an SMS, or redirect to an AIRO agent.
  4. End of call: Send the caller directly to voicemail.

Settings step

Click on the Settings button in the top-right corner of your active step window.
  1. Add your designated users or groups to the step.
  2. Choose your Call forwarding strategy (Simultaneous, Cascading, Regular Intervals, Smart, or Fastest Dispatch) and set the number of call attempts.

Adjust advanced step settings

  1. Configure advanced settings like greeting duration : 
  • Allowing the greeting to finish before ringing starts
  • Max wait time, max number of callers in queue
  • Callback requests.
  • Set fallback routing to go to the next step if all agents are offline, on snooze, outside working hours, or on the phone.
  • Toggle whether to allow caller to stop recording.
  1. Click "Close" to save your parameters automatically.

4. Create and manage a horizontal voice menu

Our updated IVR builder uses a clean, horizontal layout to map out your multi-option phone menus.

  1. Add a new step and select "Create a Voice Menu".
  2. Watch as each new key appears horizontally to the right of the previous key.
  3. Click the "+" icon directly beneath each key to add a specific routing step for that option.

5. Undo changes and save your phone system

You can easily roll back mistakes and finalize your complete phone layout.

⚠️  Be cautious when deleting a menu option. Deleting one option can impact your entire menu structure and potentially remove other nested options as well. We highly recommend backing up your menu configuration before making any deletions.
Undo last actions
  1. Click on "Undo Last Actions" in the top-right corner of your screen to see a chronological list of changes.
  2. Hover over the specific action you want to remove and click it.

⚠️ Selecting an action to undo will delete all changes made up to that selected line.

Save your complete IVR

  1. Click "Back" in the top-left corner to return to the main menu.
  2. Click "Save IVR" in the bottom-right corner of the screen to activate your system.

🎉 You now know how to use the IVR builder and can create highly customized, efficient call routing workflows for your business!