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  3. IVR Traversal

Add Outbound IVR

Outbound IVRs are used for some custom test types. These unique IVRs are mapped to Inbound IVRs to enable navigation on bi-directional calls.

Note: In order to complete this task you will need to have at least one Inbound IVR (Parent IVR) created. This is required because each Outbound IVR needs to be paired with an Inbound IVR. If you have not created an Inbound IVR please do so before you continue.

To create an outbound IVR, do the following;

  1. Navigate to the Add IVR dialog box as illustrated below.
    Figure 1. Illustration of Navigation to the 'Add IVR' dialog box

    1. Navigate to the IVR Traversal module (this is nested here in a tab which is located along the top of the page under the Numbers module ).
    2. Choose Outbound IVR
    3. Click the Add IVR (this is located top right of the screen).
  2. Fill out the fields in the Add IVR dialog box as outlined below.
    Figure 2. The Outbound 'Add IVR' dialog box

    1. Name: In the Add IVR dialog box begin by giving your IVR a name.
    2. IVR Traversal: Choose an IVR command to add from the drop-down menu
      1. Send DTMF's: This command is used for entering any DTMF tones you wish to send. DTMF tones can be sent for any number between 0-9, as well as the Star (*) and Hash (#) symbols.
      2. Wait: This command is used for entering a wait time in seconds. This is the amount of time that passes between each DTMF tone that is entered.
      3. Playback Audio File: This command instructs the IVR system to begin playing the chosen audio file at this point.
      4. Start Recording: This command is to instruct the IVR system to begin recording the audio at this point.
      5. Stop Recording: This command is to instruct the IVR system to stop the recording of the audio at this point.
    3. Value: Enter a value for your chosen command. For example, the following IVR traversal would wait 15 seconds after the call is answered and then send five DTMF tones.
      Wait = 15
      Send DTMF = 2572#
    4. Add: Click the Add
      Result: The IVR commands you have added will populate the IVR Preview Window underneath.
    5. Troubleshooting: If the IVR preview is not correct you can edit the preview by using the Clear last lineClear all text
    6. Test Type: Choose the test type that the IVR will be used with.
    7. Parent IVR: Select the Parent IVR that will be paired to this IVR. This is the Inbound IVR that handles the first leg of the call.
    8. Outbound Number: Select the number the test will be dialing out to.
    9. Description:(Optional) | Enter an optional description for your IVR.
    10. After Save: The after save menu gives you two options to choose from;
      1. Add a new IVR: This will simply dismiss the window and add the newly created IVR Traversal
      2. Edit this IVR: This will add the newly created IVR Traversal while keeping the current window open to make any further edits.
    11. Finish: Click the Update
Results: The page will revert back to the IVR overview. Your IVR will now be available to use when setting up campaigns. Come back to the IVR Traversal section at any time to edit or delete your IVR.

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