IVR Configuration

Before you setup an IVR, you need to configure an Inbound call script with the appropriate menu options for that business function.  Thus, your menu object will be near the center of the actions, and they must branch off from it as appropriate.  For example, you might have a menu object in the middle, a queue call object to its top right, a voice mail object to its right, and a second queue call object to its bottom right. Once these objects are defined, your IVR configuration will link to them automatically, labeling each connection with the number that the caller must press to take that action.

Recording Menu Options:  Double Click on the menu object to bring up the Play Properties Menu.  Paste your full script in the Phrase box at the bottom to display the full play sequence. For each unbroken line of script, you will need to press Synthesize Text and add that text to the Squence Value. For example, a welcome message would be one sequence, and a list of menu options would be a second sequence.  To remove a text sequence, simply select the text object and click remove.  You can also add prerecorded Wav files to the Sequence Value, and the software will play them in order from top to bottom.

In the inContact Studio editor, right click on the menu object for which you wish to configure IVR.  Scroll down to custom cases and click on the box with the three dots at the far right.  The Collection Editor will pop up with a menu. On the left side you can Add Members, and on the right side you can define parameters.  If your IVR is going to have 3 options, then you will need to Add 3 members to the Collection.

When you add a member, click in the right pane to configure the two parameters.  The first option, Condition, determines which button the caller will press on their phone keypad to select this path.  Therefore, each Member object should only be assigned a unique number.  Once you have set the Condition, you’ll want to define the Destination object.  The software will give you a list of objects that are available within that same XML script.  Select the appropriate Destination object, and the software will create a connection to that object.  Repeat this process until all of your IVR options have connections to Studio objects.  When you close the menu, you will see connections to each object with the number that matches the Condition, which is also the keypad entry that the caller will press to get to that option.

To finish implementing your IVR, see the instructions on configuring Inbound Phone Connections.

Link to XML Scripts: Click Here
Test your entire implementation in CXone and Ivinex to be certain that it works!!