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Set Up IVR

If the Add button does not appear for a user, verify the user has a data access policy assigned to an OU that gives them IVR create permissions. The same applies to the Edit or delete buttons.
  1. 1.
    Navigate to Queues & IVRs | IVRs | Add
  2. 2.
    Enter a Name and Description for the IVR.
  3. 3.
    Create the IVR Flow using the Designer tab
  4. 4.
    Setup resource account. See Set Up Queue or IVR Resource Account​

IVR Designer

The Designer Tab can be used to create an IVR flow. Blocks can be added, edited and deleted by using the controls on the top left corner.
There are 8 call blocks that either trigger the flow or perform an action:
Block
Description
​Root​
Triggers the flow
​DataDip​
Routing based on data dip.
Transfers or ends the call
Plays audio prompt
Play Prompt (optional) and Listen for (DTMF) Tone Block
​MultiTone​
Listens for DTMF until the # and stores it into a variable
Records audio, converts the speech to text, and stores the text into a variable.
​Regex​
Performs a regex match
Plays text
Routing based on business hours set
Routing based on holiday hours set
  • Each flow begins with the Root block which triggers the flow when there is an incoming call.
  • There can be multiple of the same call blocks which perform different actions.
  • Each instance of a block has a unique ID.
  • The Transition to Block property specifies the Name/ID of next block that will perform the next action.
  • The Name field is not optional
  • The Description field is optional.

Variables

  • Variables can be created and referenced in blocks.
    • Default variables are CallerNumber, CallerName, and ScenarioId.
    • Variables are case sensitive.
    • Only DataDip, VoiceInput, and MultiTone blocks can create new variables. The names of the variables created by these blocks are prefixed by the block name followed by _result, e.g. AccountNumber_result.
    • Variables can be referenced in the following blocks: DataDip, Regex, CallAction, and TextToSpeech.

Example Root Block:

Explanation: When there is an incoming call, the next action will be the block with ID 2
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Example Data Dip Block:

If Input Parameter Names field is empty, the body of the post will include all the available variables. If variables are specified, only the contents of those variables will be included in the body of the post. Multiple variables are required to be separated by commas.
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Explanation: A HTTP post is sent to the URL. A Microsoft Flow is triggered by the HTTP post. A decision is made by the Power Automate Flow and the returned response will be stored in the "datadip_result" variable. See IVR Data Dip Power Automate Flow Configuration. The next action will be the block with ID 3.
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Example Call Action Block:

  • Type of Action To Take options:
    • Transfer To Queue/IVR
    • Transfer To User
    • Transfer To Voicemail
    • End Call
    • Transfer to PSTN. E.164 format required. Prerequisites are required. See Transfer to PSTN​
  • On Transfer Failure (optional)
    If the transfer fails, an alternative block can be selected. This is recommended when using a variable as the transfer destination.
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Note: Variable can be used for the action target. The variable name is required to be placed inside curly braces. If transferring to a user or user voicemail, the content of the variable is required to be the Azure Active Directory object ID of the user.
Explanation: Disconnect Call.
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Example Play Prompt Block:

The block will play back the specified audio prompt.
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Explanation: The audio file will play that is specified. The next action will be the block with ID 5.
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Example Play Prompt (optional) and Listen for (DTMF) Tone Block:

The block will listen for a tone while and after a prompt is played.
  • Prompt URI Values
    • URI
    • Empty (no prompt)
  • Repeat URI Values
    • URI
    • DoNotPlay (no prompt. Will skip the next timeout period.)
    • Empty (replays prompt URI or plays default prompt if prompt URI is null)
  • Cannot Connect URI Values (Plays only if On Timeout Go To is empty)
    • URI
    • DoNotPlay (no prompt)
    • Empty (plays default prompt)
  • On Timeout Go To
    • Next ID Number
    • Empty
  • Number Of Repeats
    • 0-1000
  • Repeat Wait Seconds
    • 0-1000
If Cannot Connect URI is empty, the Cannot Connect Uri will be played before the call is automatically disconnected.
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Explanation: Audio prompt is played. If no buttons are pressed, after 10 seconds the repeat prompt is played. Again if no buttons are pressed, after another 10 seconds the call will timeout and the next block will be ID 6. If 0 is pressed at anytime, the next action will be ID 6. If 1 is pressed, the next action will be ID 7.
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Example MultiTone Block:

The block can play an audio prompt and will collect DTMF digits until the pound key is pressed. The DTMF digits will be stored in a variable.
Note: Pause on Pound and Pause time are settings not currently enabled.
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Explanation: Block will collect DTMF digits until the pound key is pressed and store the digits in a variable named GatherAccountNumber_result. Next block is ID 8.
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Example VoiceInput Block (Preview):

Speech recognition API Key is required for production use. See step 3 and 4 in Set Up Sentiment Analysis​
The block can play an audio prompt and will record the caller until either the stop key is pressed, or the max silence timeout is met. The audio recording will be converted to text and stored in a variable.
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  • Play Beep (when recording is started) (optional)
  • Audio Prompt that is played (before recording is started) (optional)
  • Stop Tone or key to End the recording
  • Max Silence Timeout in Seconds. The system will try to detect silence and will stop the recording after the amount of silence specified.
  • Max Recording Duration in Seconds. Max time the system will record a caller.
  • On Action Failure (optional)
    • The On Action Failure is used if the audio does not contain text or if there is an error converting the audio to text.
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Explanation: After the audio prompt is played, a beep will play indicating the caller is being recorded. After the caller is done speaking, they can either press the # key or wait until the recording stops. The audio recording is converted to text and stored in a variable named NewVoiceInput_result.
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Example Regex Block:

The block will perform a regex match on a variable.
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Explanation: Block will match variable "datadip_result" with regex specified. If number matches, the next block will be ID 6. If not matching, ID 7.
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Example Text To Speech:

The block will play the text in the Text field.
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Note: Variable can be used in the text. The variable name is required to be placed inside curly braces.
Explanation: Block will play the contents of the Text field. Next block is ID 3.

Example Business Hours:

The block will determine the call action if during business hours or during an off time.
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Explanation: Business hours set "Default" will be observed using Eastern Standard Time. On hours next block is 6. DefaultOff action next block is 7.

Example Holiday Hours:

The block will determine the call action when during a holiday hours set.
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Explanation: The "2023 Holidays" will be observed using Easter Standard Time. If the current time is during the 2023 holiday hours set, next block is 6. When off holiday, next block is 7.
Last modified 1mo ago