uWebChat Voice IVR — Configure interactive menus and holidays

Interactive Voice Response (IVR) allows you to create interactive menus for callers. Callers can select an option using their keypad, after which the call is routed to the appropriate queue, agent or another IVR menu.

IVR overview

Go to the IVR menu for an overview of all your IVR menus.

IVR overview

Each IVR menu shows:

• Name: — The name of the IVR menu
• Is Root: — Whether this is the root IVR (the first menu that plays)
• Phone Number: — The phone number linked to this IVR
• Parent IVR: — Optional: the parent IVR menu

Create an IVR

Press the plus sign (+) to create a new IVR menu.

Generic settings

Create IVR

• IVR Name: — Can be entered freely
• Is Root IVR: — Set to True for the first IVR menu
• Linked Phone Number: — The phone number that triggers this IVR
• Parent IVR: — Optional: link to a parent menu

Audio settings

IVR audio settings

• IVR Prompt: — The message that plays after the welcome prompt
• Welcome Voice Prompt: — The first message when calling the IVR

Contact Universal Cloud to upload audio files, or use the Audio Library (see Audio & call recording).

Edit an IVR

Click on an IVR menu in the overview and click Edit IVR to change settings.

Edit IVR

Business hours

Just like queues, you can set business hours for IVR menus.

IVR business hours

Holidays

Assign holidays to the IVR menu. During holidays, the IVR will not play.

IVR holidays

IVR menu options

The menu options define the behavior of your IVR. Press the plus sign (+) to add an option.

IVR menu options

Each option has the following fields:

• Option: — The digit the caller must press
• Action Type: — The type of action to perform
• Action: — The target of the action
• AcknowledgeAudio: — Optional audio file that plays when this option is selected

Available action types

Managing holidays

Holidays are predefined dates that affect the availability of call queues and IVR menus.

Holidays overview

• Day: — The date of the holiday (full days only, no time frames)
• Description: — Description of the holiday

Note: holidays are not automatically recurring. Every year you need to create new holidays or edit existing ones.