Call Flow - Advance Config - IVR – Toku

Interactive Voice Response (IVR) is an automated telephone system designed to interact with callers and direct them to the appropriate recipients. This page gives the authorized admin user an ability to create an IVR for their callers/customers.

IVR:

Access the IVR tab via Toku Admin Portal: Admin Portal> Configuration > Call Flow > Edit/View Mode > Advance Config > IVR. Page screenshot is available below:

Edit Mode - Action column allows edit and delete of entries

IVR Count: Displays the count of total number for IVRs configured in the selected LOB.

Add IVR Button: There is a button which can be used by an admin user to create a new IVR. Clicking on the button opens up new page to add the necessary details and create a new IVR. More details can be read in Add/Edit IVR section.

Search Tab: Allows users to search within 'IVR' list dashboard. Users can search with any keyword from the ID or Name fields.

IVR List Fields

Field Name	Definitions
ID	Unique ID auto-generated and assigned to every IVR created in the system.
Name	Name of the IVR given by the admin user.
Input Timeout App	Maps the next application or step in the call flow when no input is provided by the caller during the IVR and its time-out.
Invalid Key Next App	Maps the next application or step in the call flow when an invalid input is provided by the caller during the IVR.
Status	Allows admin users to activate or deactivate the IVR. IVR will be available to be used in the call flow only when it is in Active status.
Action	open up the edit page for an existing IVR. More details can be read in Add/Edit IVR* section.* icon gives authorized admin users ability to delete an IVR. Once deleted it can't be recovered. It is suggested to set status to Inactive for temporary disabling of the helpline. Available in Edit Mode. Available in View Mode. Clicking this opens the existing details added in the selected app for admin user to view. No changes can be made here.

Add/Edit IVR: Add and Edit are two separate pages with the same fields. However, when Add IVR page is opened all fields are empty, which are to be filled to create a new IVR.

On the contrary, edit IVR page opens up an existing IVR with at least all the fields previously added/updated is shown. Using this page, the IVR details can be updated.

Save Button: This can be used to save the changes done in the Add/Edit IVR page.

Cancel Button: Clicking this takes user back to the IVR dashboard without saving the changes in Add/Edit IVR page.

Fields in the "Add/Edit - Details" section are:

Field Name	Definitions
Name	Name of the IVR set by the user. This is a mandatory field.
Description	Any additional information related to the IVR can be added under the description field. It is a free text.
Input Timeout App	Maps the next application or step in the call flow when no input is provided by the caller during the IVR and its time-out.
Input Timeout App ID	This is the unique ID within the selected Input Timeout App which is to be mapped. Available as dropdown.
Input Timeout	Maximum time within which caller has to input the IVR option before timeout triggers.
Input Timeout Prompt	Select any audio file which is to be played on Input Timeout. Only wav file formats are allowed.
Invalid Key Next App	Maps the next application or step in the call flow when an invalid input is provided by the caller during the IVR.
Invalid Key Next App ID	This is the unique ID within the selected Invalid Key Next App which is to be mapped. Available as dropdown.
Invalid Key Prompt	Select any audio file which is to be played on Invalid Key input by the caller. Only wav file formats are allowed.
Invalid Key Max Tries	Maximum number of tries caller is allowed to enter invalid key input. If it is set to 2, system will count 2 retries after the first invalid input.
Tags	This is a custom IVR Tag used to categorize IVR nodes in the call flow. It will be used in IVR reports for hit counts. There can be system-defined tags added as well. For e.g. "Completed" can be assigned to an IVR flow if it is a self-completed flow. Call tagged as "Completed" will not be considered under IVR dropped/abandoned calls.
Toggle	Status: Inbound Route can be enabled or disabled using this toggle option. Toggle options are: Active: When an IVR is enabled, status is set to Active. Caller will hear the IVR options. Inactive: When an IVR is disabled, status is set to Inactive. Caller will not hear the inactive IVR options.

Fields in the Options section:

Field Name	Definitions
Caller Options	This field represents the option for caller to select option within the IVR also referred to DTMF option. Field allows value 0 to 9, * and # as options in the keypad. For certain specific use case, system allows '-' as an option which can be configured.
Description	Any additional information admin user wanted to add in context of Option being configured.
Next App	This helps map the next application in the call flow when current option is opted by the caller.
Next App ID	This is the unique ID within the selected Next App which is to be mapped. Available as dropdown.
Next App Prompt	Select any audio file which is to be played when Key input by the caller matches the option. Only wav file formats are allowed.
Tags	This is a custom IVR Tag for options used to categorize IVR options in the call flow. It will be used in IVR reports for hit counts going through this tagged option.
Attribute Key
Attribute Value
Filters
+ Add Filter	It can be used by an admin user to add another filter to the option.
+ Add Option	It can be used by an admin user to add another Option. Every option added will be named by System as Options 1, Options 2 etc.
Toggle	Status: Options can be enabled or disabled using this toggle option. Toggle options are: Active: When an IVR Option is enabled, status is set to Active. Customer will be presented with the option within the IVR. Inactive: When an IVR Option is disabled, status is set to Inactive. Customer will not be presented with the option within the IVR.

Note: Any field marked * will be a mandatory field and must be entered to successfully create or edit an Agent account.

IVR List Fields

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