IVR

IVR is an automated telephony system that can allow a computer to interact with humans through a combination of voice and touch-tone input. The Servetel portal allows you to manage IVR.

To create an IVR, follow these steps:

1. Click on the Services tab on the side-navigation.
2. Click IVR.
3. A list of all the IVR appears along with the relevant details.
4. Click on Add IVR.

5. Enter the general details as per the fields described below.

Field	Description
Name	Give a name to IVR.
Description	Give a short description about what IVR does.
Recording	Choose the created system recording.
Digit Timeout	Enter the duration for which it should be played in seconds.
Transfer Code	Assign a 5 digit transfer code to the IVR. Agents can use the transfer code preceded by # to transfer the call to the associated IVR. This can be used to fetch feedback from customers.
Transfer to Agent toggle	Activate the switch to enable call transfer to an agent.
Webhook toggle	Enable the Webhook toggle if you want to fetch real-time call records in your portal.
IVR Entry: Option and Destination	Enter the option number and the corresponding destination for the call to get routed. Note: Click on Add Entry, if you wish to add a new IVR entry.
Invalid Retries Allowed	Enter the number of invalid retries allowed to the caller.
Invalid Retry Recording	Choose the recording to be played to inform the caller about the invalid retry.
Invalid Recording	Choose the recording to be played after invalid retry count is more than set value.
Invalid Destination	Choose the agent to which the call should be routed in case of invalid input.
Timeout Retries	Enter the number of times the timeout retry is allowed.
Timeout Retry Recording	Choose the recording to be played to inform the caller about the timeout retry.
Timeout Recording	Choose the recording to be played after timeout retry count is more than set value.
Failover Destination	Choose the destination for the call if timeout retry has reached the set value.
Failover Missed Call SMS	Choose the SMS template to be sent to the caller if a call is missed on failover destination.

Click on Select an Action to perform Edit/Delete operation on IVR.