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.

  • Application has a number.

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

  • The Active checkbox is selected in the Basics block. (Changed in 1911: in earlier version hosting CEM Server instance needed to be defined).

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

There are built-in IVRs in the system, such as presence IVR and call-back IVR that are automatically activated and they cannot be edited by users.

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