IVR Management

Managing custom-made Interactive Voice Response (IVR) applications made with VoiceXML

The system uses Interactive Voice Response (IVR) applications made with VoiceXML.

An IVR application is ready to use when all of the following conditions are fulfilled:

  • A proper VoiceXML application has been imported or created.

  • The application has a phone number.

  • At least one of the application’s versions is activated.

  • The Active checkbox is selected in the Basics block.

In IVR management, you can manage custom-made IVRs in the following way:

To get xml example files for some very basic and some advanced cases, contact Sinch.

Built-In IVRs

The system includes built-in IVRs, such as Presence IVR and Queue Callback IVR, which are automatically activated and they cannot be edited by users. Settings for these are found outside IVR Management, for example in Presence Management > Settings and System Services > Queue Callback.

Consent IVR, Opt-In IVR, and Survey IVR are built-in IVRs, but they need to be configured in IVR Management. Alternatively, you can use your own custom IVRs for those purposes.

As a general rule, a phone number must be defined for all built-in and custom IVRs for the system to function correctly. For example the following IVRs require a number: Queue Callback IVR, ETC IVR, Consent IVR, and Conference IVR. A number is not required, for example, if the feature using the IVR is not in use or if a built-in IVR has been replaced by a custom IVR which has the needed number.