IVR Flow Setup and Management
Interactive Voice Response (IVR) enables organizations to automate call handling by directing callers to the appropriate department, queue, or agent based on predefined call flows. Telvoip's visual IVR editor makes it easy to build and manage these call journeys without requiring technical expertise.
Accessing the IVR Editor
From the Dashboard, click Settings, then navigate to the Call Center and select IVR Management.
Review the list of active IVRs available on your account, and if you want to create a new IVR or edit an existing one, click Open Editor.
Creating a New IVR Flow
Within the editor, click Create Flow.
Enter a Flow Name that clearly identifies the purpose of the IVR.
Click Create to begin building the call flow.
Configuring Business Hours
Every flow begins with an Incoming Call node, which serves as the entry point for callers. The Incoming call node connects to a Business Hours node.
Configure your organization's operating hours by specifying the opening and closing times, and also set the timezone.
Within the same interface, configure your routing commands.
Under Within Hours, add an audio prompt that callers will hear during business hours.
Under After Hours, add a separate audio prompt to provide information when the business is closed.
Note: Ensure all audios are in .wav format.
Configuring Message Nodes
Message nodes allow you to play announcements and guide callers through the IVR experience.
Select the message node to open the Inspector panel.
Enter a Step Name to identify the stage within the call flow, select the appropriate Step Type, then Configure the audio message or announcement that callers will hear.
Configuring Call Routing
After a message has been played, define what should happen next using the Action After Message setting.
Available actions include:
- IVR Menu – Direct callers to a menu where they can select options using keypad inputs.
- Transfer – Route callers directly to a queue, department, extension, or agent.
Routing options are automatically configured based on the action selected, allowing you to continue building the call flow without additional routing setup.
Once everything checks out, click PUBLISH to activate the IVR flow.
Best Practices
- Use clear and concise audio prompts to help callers navigate quickly.
- Keep menu structures simple to reduce caller confusion.
- Provide after-hours messaging with alternative contact options where applicable.
- Test all routing paths before publishing changes.
- Review IVR performance regularly to identify opportunities for improvement.
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