IVR System Module

- IVR System – Complete Business Description

- What Is the IVR System?

The IVR (Interactive Voice Response) System allows businesses to automatically handle incoming phone calls using predefined voice flows.

Instead of every call requiring a human agent, the IVR system:

Greets callers
Plays voice messages
Offers menu options
Collects inputs
Records messages
Processes payments
Transfers calls to the right destination

It works 24/7, without delays, and ensures every caller is handled professionally.

- IVR System Structure (Big Picture)

The IVR system is built using two tightly connected pages, each with a very clear responsibility:

1️⃣ IVR Table Page

Purpose:

Manage, organize, and control all IVR configurations.

This is where users:

See all IVRs
Create new IVRs
Activate or deactivate IVRs
Search and manage existing IVRs

2️⃣ IVR Flow Builder Page

Purpose:

Visually design what the caller hears and experiences.

This is where users:

Build call flows
Define menus and inputs
Arrange call logic
Test the IVR before going live

- IVR Table Page – Full Description

- Purpose of the IVR Table Page

The IVR Table page acts as the central management dashboard for all IVR phone numbers (DIDs).

Every row in this table represents one complete IVR setup for one phone number.

If a business has:

Sales IVR
Support IVR
After-hours IVR
Campaign IVR

They are all managed from here.

- What the User Sees

When the user opens the IVR Table page, they see:

A clear page title: “IVR TABLE”
A search bar to quickly find IVRs by name or number
An “Add New” button to create a new IVR
A structured table listing all IVR configurations

- IVR List Overview

Each IVR entry shows:

Name

A friendly name to identify the IVR (e.g., “Support Line”, “Sales IVR”).
DID Number

The actual phone number callers dial.
Working Time Indicator

Shows whether the IVR respects working hours or is always active.
Status

Clearly marked as Active or Inactive.
Actions

Quick access icons to:
- Edit the IVR flow
- Duplicate the IVR
- Delete the IVR

- Searching & Managing IVRs

The search bar allows users to:

Instantly filter IVRs
Find a DID in seconds
Manage large IVR lists efficiently

This is essential for businesses with many phone numbers or departments.

➕ Creating a New IVR

When the user clicks “Add New”:

A simple form opens
The user enters:
- IVR Name
- Selects a DID (phone number)
The IVR is created
The user is taken to the IVR Flow Builder to define call behavior

This separation keeps things simple and organized.

- Why the IVR Table Is Important

The IVR Table ensures:

Centralized control of all call flows
No confusion between phone numbers
Easy activation/deactivation
Safe editing without affecting other IVRs

It is the control panel, not the design tool.

- IVR Flow Builder Page – Full Description

- Purpose of the IVR Flow Builder

The IVR Flow Builder defines the actual caller experience.

This page answers questions like:

What does the caller hear first?
What happens if they press 1 or 2?
Can they leave a message?
Should the call be transferred?
Can payment be collected?

Everything the caller experiences is built here.

- Visual & Interaction Design

The IVR Flow Builder uses a visual drag-and-drop system.

Users do not need technical knowledge.

They build flows like arranging blocks.

- IVR Components (Building Blocks)

The builder provides ready-to-use components:

▶️ Play

Plays:

Voice messages
Text-to-speech messages
Uploaded audio files

Used for greetings, instructions, confirmations.

☰ Menu

Creates interactive menus:

“Press 1 for Sales”
“Press 2 for Support”
“Press 0 to speak to an agent”

Menus guide callers logically.

⌨️ Input

Collects caller input:

Account numbers
PIN codes
Reference numbers

Can also send data to external systems.

- Credit Card

Allows secure payment collection:

Card number
Expiry
CVV
Payment confirmation

Ideal for invoices, subscriptions, and bookings.

- Record

Records caller messages:

Voicemail
Feedback
Requests

Useful when agents are unavailable.

⇌ Transfer

Transfers the call to:

Internal extension
External phone number
Department line

Ensures callers reach the right person.

- Building the Call Flow

Users create flows by:

Dragging a component
Dropping it into the flow area
Configuring its behavior
Arranging the order of steps

Each step represents one moment in the call.

- Flow Ordering & Control

Each step includes:

Move up
Move down
Delete

This allows users to fine-tune the call journey easily.

- Testing Before Going Live

The Test button allows users to:

Simulate real calls
Hear audio
Try menu options
Validate logic

This prevents mistakes and ensures professional caller experience.

- Saving & Updating

Once satisfied:

The user clicks Update
The IVR flow is saved
Changes go live instantly (or as configured)

- How IVR Table & Flow Builder Work Together

IVR Table decides which IVR exists
Flow Builder decides how that IVR behaves
Both are linked by the DID number
Changes in flow never affect other IVRs

This separation ensures clarity, safety, and scalability.

- Business Use Cases

The IVR system is commonly used for:

Customer support routing
Sales lead handling
Appointment confirmations
Payment collection
After-hours call handling
Campaign-specific phone numbers
Multi-language call flows

- Control, Stability & Confidence

The IVR system is designed to:

Avoid accidental changes
Allow safe testing
Support multiple departments
Scale with business growth

Users always know:

Which IVR is active
What callers hear
Where calls are routed

- Final Summary

The IVR Pages together form a complete call automation solution.

IVR Table Page

Organizes, manages, and controls IVRs
IVR Flow Builder Page

Designs the caller’s journey step by step

In one clear sentence:

The IVR Table decides which phone numbers use automation.
The IVR Flow Builder decides how callers are guided and handled.