Configure the Basic IVR
  • 13 May 2022
  • 24 Minutes To Read
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Configure the Basic IVR

  • PDF

The Basic IVR is an out-of-the-box, pre-configured IVR template designed to help you quickly start receiving calls from Customers with minimal customizations required.

Before you customize the Basic IVR, you must understand the following:

How the Basic IVR is pre-configured

The Basic IVR is pre-configured with nodes that will handle incoming calls so your callers can get the information they need or be directed to the right Agent. You will need to edit some of the details in each node to match your requirements, like your business hours, phone numbers, and other information, but minimal customizations are required. See the Edit the 'Basic IVR' to get started section for additional details.

The basic IVR is structured to allow your callers to experience the following:

  • Be greeted with a welcome message.
  • Callers can be routed to voicemail or be offered your normal IVR routing options based on your business hours.
  • Have the option to receive support via text/SMS instead of over the phone.
  • Leave a voicemail.

Edit the 'Basic IVR' to get started

Follow the step-by-step instructions below to edit the Basic IVR.

  1. Click the menu located on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click IVR.
  4. Hover over Basic IVR. Click the pencil icon to the right of the IVR to view the IVR edit tree. This is where you can edit the IVR nodes.


Follow the steps below to guide you through the Basic IVR tree to edit each node's setting. We recommend that you only edit or update the node fields written in blue below until you get familiar with the IVR.


Start signifies where a call enters the IVR. The gray lines indicate how calls are currently configured to go from one node to the next. Upon clicking a node, follow the purple flow lines to see how calls are sent from one node to the next.

The first node a call is sent to when it enters the IVR is the List of numbers to block (Variable) node. Clicking the node opens the node settings, which always appear on the right of the screen.
Clicking any node opens the node's settings on the right side of the screen.The List of numbers to block (Variable) node is used to filter/block certain phone numbers from passing through. This could be known spam or fake phone numbers. You can edit the following fields:

  • Name – Identifies what the node does. In this case, it's pre-populated with "list of numbers to block."
  • Description Describes how the node is used. Because it's used to filter numbers, it's pre-populated with the phrase: "List of numbers to block."
  • Expression Lists the numbers that are blocked from passing through the IVR. You can add/remove numbers here regularly or as needed. Enter the numbers you want to block using this format:
    • Multiple numbers – 6504756426|8884756427|9515554567
    • Single number – 6504756426
    • Leave the field blank if you have no numbers to block
  • Next Node Indicates the next node the call is sent to if there is a matching number. In this case, it's pre-configured to be sent to the "Holiday Check" node. You don't need to change this.
  • Error Node The node the call is moved to if an error occurs while evaluating phone numbers. If there's an error, the call is sent to the "Holiday Check" node. You don't need to change this.

The next node is Block Check (Variable Match). This node checks if the call matches a number(s) to be blocked configured in the List of numbers' expression field to block (Variable) node.

Below are the node settings for the Block Check node, but you don't need to change anything.

  • Name Identifies what the node does. In this case, it's pre-populated with "Block Check."
  • Description Describes how the node is used. Because it's used to confirm if a call matches a number to block, it's pre-populated with a "Block Check."
  • Expression Used to indicate which expression is used to create a match. Because we're using phone numbers to create a match, it's pre-populated with "{{._customerNumber}}."
  • Pattern Used to match a regular expression. It's pre-populated with "/{{.blocklist}}/".
  • Next Node   Indicates the next node the call is sent to if there is a match. In this case, matched calls are sent to the "Goodbye" (Message) node. You don't need to change this.
  • Default Next Node If no matched numbers are blocked, the call is sent to this node. In this case, the next one is the "Holiday Check" (Schedule) node. You don't need to change this.
  • Error Node   If the Block Check node encounters an error identifying a phone number for some reason, the call is also sent to the "Holiday Check" (Schedule) node. You don't need to change this.

After the Block Check (Variable Match) node, it routes the call to the Goodbye (Message) node if there's a match. If there's no match or an error in the input, the call moves to the Holiday Check (Schedule) node.

Match

If the Expression field in the Block Check node matched a phone number—with the intent of blocking the call from coming through—the call is routed to the Goodbye (Message) node.

Below are the node settings for the Goodbye node:

  • Name Identifies what the node does. In this case, it's pre-populated with "Goodbye."
  • Message The type of message played to the caller can be text-to-speech or recorded. In this case, it's pre-selected to use a recording.
  • Recording Used The pre-configured mp3 file used is "silence.mp3". When a call enters this node, the caller will hear silence.
  • Next Node This node intends to avoid blocked numbers from coming through, so no other node is configured. The Next Node option pre-configured is "none." You don't need to change this.

No Match and Error

If the Block Check (Variable Match) node determines there is no match (no number to block), or if there is for some reason an error in identifying the call, the call is sent to the Holiday Check (Schedule) node.

The Holiday Check node checks if the caller is calling within holiday hours or outside holiday hours. If a call enters this node outside of the configured holiday hours, the call is sent to the Business Hours Check (Schedule) node. If a call enters the node and matches the holiday hours (e.g., Christmas, July 4th, etc.) and your contact center is closed, it will give the caller your non-business hours option. Below are the node settings for the Holiday Check node:

  • Name Identifies what the node does. In this case, it's pre-populated with "Holiday Check."
  • Schedules Indicates the dates/hours for your holidays. It's pre-populated with Dec 25, 2019 12:00am - 11:59pm. To edit the existing date/year/hours, click the pencil icon to edit the options below. You should check this node regularly to ensure you have the right dates/year.
    • Type Option to select a date or days of the week.
      • Date If the "Date" type is selected, you can choose a specific date.
      • Days of Week If "Days of week" is selected, you can choose Monday - Sunday.
    • Timezone Identifies the timezone the schedule will follow.
    • Start/End The start and end times when the schedule is followed.
    • Next Node The next node is based on the schedule. In this case, the next node is Holiday Voicemail.
    • Add Schedule – Click this option to add your other holiday dates/hours. You should check this node regularly to ensure you have the right dates/year. Use "Holiday Voicemail" for the Next Node option.
  • Default Next Node If it's determined that the call entered the node during business hours, it's sent to the Business Hours Check node. You don't need to change this.

Match

If there is a holiday hours match in the Holiday Check node where your contact center is not open, the call is sent to the Holiday Voicemail (Menu) node.

Below are the node settings for the Holiday Voicemail node:

  • Name Identifies what the node does. In this case, it's pre-populated with "Holiday Voicemail."
  • Language The IVR can understand linguistics based on the spoken language of the caller. The pre-populated selection is "English."
  • Timeout The number of seconds the IVR waits for the caller to press a number or say something. It's pre-populated with "5" seconds.
  • Message The type of message played to the caller can be text-to-speech or recorded. In this case, it's pre-selected to use a recording.
  • Recording Used The pre-configured mp3 file used is "closed-holiday.mp3" with instructions to press "1" to leave a voicemail. Click Update Recording if you want to upload your own recording, but you don't have to.
  • DTMF Input The number a caller presses to leave a voicemail. It's pre-populated with "1".
  • Voice Input Phrases* Words or phrases a caller can use to provide input. This field is intentionally left blank.
  • Next Node  Because the instruction on the recording is to press "1", doing so will take the caller to the Voicemail node. You don't need to change this.
    • The Voicemail node is configured as a Channel, so voicemails left by a caller are sent to an Inbox where it's queued and assigned to an Agent.
      • The Inbox where voicemails are sent requires SLA to be configured. This should have been configured during implementation. Click here for more information.
  • Default Next Node  If a caller decides not to leave a voicemail, the call is sent back to the Goodbye (Message) node, where the call is ended. You don't need to change this.

No Match

If the Holiday Check (Schedule) node determines the call is outside the schedule or doesn't match your holiday hours, the call is sent to the Business Hours Check (Schedule) node to look at your normal business hours.

The Business Hours Check node is pre-configured with business hours as M-F, 8 AM - 5 PM. Calls received within these operating hours are sent to the Ad Hod Close (Temporary Split) node, where additional options are presented. Calls received outside of the operating hours configured in the node are sent to the Closed Voicemail Option (Menu) node, which gives callers the option to leave a voicemail using the Voicemail node.

Below are the node settings for the Business Hours Check node:

  • Name Identifies what the node does. In this case, it's pre-populated with "Business Hours Check."
  • Schedules Indicates the dates/hours for your normal business hours. It's pre-populated with M-F, 8 AM - 5 PM.  If you'd like to edit the hours, click the pencil icon to edit the options below:
    • Type Option to select a date or days of the week. (We recommend using "days of week")
      • Date If the "Date" type is selected, you can choose a specific date.
      • Days of Week If "Days of week" is selected, you can choose Monday - Sunday.
    • Timezone Identifies the timezone the schedule will follow.
    • Start/End The start and end times when the schedule is followed.
    • Next Node The next node is based on the schedule. If a call enters the node during business hours, then the call is sent to the next node: Ad Hoc Close. You don't need to change this.
    • Add Schedule  Click this option to add other business hours. Use "Ad Hoc Close" for the Next Node option.
  • Default Next Node If it's determined that the call entered the node outside business hours, it's sent to the Closed Voicemail Option node. You don't need to change this.

No Match

If the Business Hours Check (Schedule) node determines that the call is outside your contact center's business hours, the call is sent to the Closed Voicemail Option (Menu) node to give callers the option to leave a voicemail if they are reaching you outside your business hours.

Below are the node settings for the Closed Voicemail Option node:

  • Name Identifies what the node does. In this case, it's pre-populated with "Closed Voicemail Option."
  • Language The IVR can understand linguistics based on the spoken language of the caller. The pre-populated selection is "English."
  • Timeout The number of seconds the IVR waits for the caller to press a number or say something. It's pre-populated with "5" seconds.
  • Message The type of message played to the caller can be text-to-speech or recorded. In this case, it's pre-selected to use a recording.
  • Recording Used The pre-configured mp3 file is "closed-business.mp3" with instructions to press "1" to leave a voicemail or call back during normal business hours. Click Update Recording if you want to upload your own recording, but you don't have to.
  • DTMF Input The number a caller presses to leave a voicemail. It's pre-populated with "1".
  • Voice Input Phrases*  Words or phrases a caller can use to provide input. This field is intentionally left blank.
  • Next Node  Because the instruction on the recording is to press "1", doing so will take the caller to the Voicemail node. This is the same node the Holiday Voicemail (Menu) node is pointed to. If the node encounters an error for some reason, the call is sent to the Goodbye (Message) node. You don't need to change this.

Match

If there is a business hours/schedule match in the Business Hours Check node which means your contact center is open, the call is sent to the Ad Hoc Close (Temporary Split) node.

The Ad Hoc Close (Temporary Split) node is typically used to temporarily open or close a particular section of your IVR. Let's say you need to quickly close your phones for an emergency team meeting; closing the phones can be completed using this node. This node is often "Off" where it simply passes calls to the next node.

If it's "On," then the node diverts calls to the Ad Hod Close Voicemail Menu node, where it gives callers the option to leave a voicemail while you can't answer the phones.

Below are the node settings for the Ad Hoc Close (Temporary Split) node:

  • Name Identifies what the node does. In this case, it's pre-populated with "Ad Hoc Close."
  • Temporary Split - You only need to edit this option if you need to close your phones temporarily. This node is "off" by default unless activated. Indicates the minutes or hours you need to close the phones in real-time.
    • Time Zone This should match the time zone of your business hours.
    • Period of Time  Choose the length of time to close the phones. The default is 30 minutes. For example, if it's 1:36 PM and you select 30 minutes, the phones will be off from 1:36 PM - 2:06 PM.
    • Next Node The node a call is moved to if this node is "On." The pre-selected option is Ad Hod Close Voicemail Menu node. You don't need to change this.
    • To activate the Ad Hoc Close (Temporary Split) node to close the phones, you must click OK, then click Publish. The node will show "On" and calls are sent to the Ad Hod Close Voicemail Menu node where callers can press "1" to leave a voicemail.
      • To turn off the Ad Hoc Close node to allow calls to pass through to the next node, click the trash icon to delete the time period. Click Publish to save your update.
  • Next Node  If the Ad Hoc Close node is "Off," this is the next node the call is sent to. The pre-selected option is Check for Known Customer node. You don't need to change this.

Once a call passes the Ad Hoc Close node because it's "off" (which means the phone line is open), the call is sent to the Check for Known Customer (Data Dip) node.

The Check for Known Customer (Data Dip) node is used to identify information for the caller. This configuration uses the phone number to match the caller to an existing Customer Profile to be greeted by their first name.

Below are the node settings for the Check for Known Customer node, but you don't need to change anything:

  • Name Identifies what the node does. In this case, it's pre-populated with "Check for Known Customer."
  • Description Describes how the node is used. Because it's used to check if the caller is a known Customer, it's pre-populated with a "Check for Known Customer."
  • URL to make HTTP Request Configured to look up a caller's phone number by matching it with a known Customer Profile via API.
  • Method –  Type of API method used to grab a caller's information. We are using GET for this option.
  • Variable Name Identifies the variable used to look up a caller's information.
  • Expression Expression is used to look up the caller's information.
  • Auth Type Set to "Basic," which requires every request to look up information to be authenticated
  • Credential ID Set to "gladly."
  • Next Node If the node matches the caller to a known Customer Profile. The pre-selected option is the Greeting: Known Customer (Message) node. You don't need to change this.
  • Error Node If for some reason, the node cannot identify the caller as an existing Customer, the call is sent to the Greeting: Unknown Customer node. You don't need to change this.

Error

If the Check for Known Customer node cannot identify the caller as a known Customer, the call is sent to the Greeting: Unknown Customer node.

Below are the node settings for the Greeting: Unknown Customer node, but you don't need to change anything:

  • Name Identifies what the node does. In this case, it's pre-populated with "Greeting: Unknown Customer."
  • Message Pre-configure to play a generic greeting without stating the caller's name.

At this point, regardless of the caller is a known Customer or not, the call is sent to the QA Message (Message) node.

The QA Message (Message) node contains a message that all calls are recorded for quality and training purposes.

Below are the node settings for the QA Message node:

  • Name Identifies what the node does. In this case, it's pre-populated with "QA Message."
  • Message The type of message played to the caller can be text-to-speech or recorded. In this case, it's pre-selected to use a recording.
  • Recording Used  The pre-configured mp3 file used is "greeting.mp3". When a call enters this node, the caller will hear a message that all calls are recorded for quality and training purposes. Click Update Recording if you want to upload your own recording, but you don't have to.
  • Next Node The next node a call is sent to. The pre-selected option is the Menu (Menu) node. You don't need to change this.

Once a call passes the QA Message (Message) node, the call is sent to the Menu node.

The Menu (Menu) node gives callers the option to press "1" to receive help over SMS/text instead of staying on the line to be connected to an Agent.

Below are the node settings for the Menu node:

  • Name Identifies what the node does. In this case, it's pre-populated with "Menu."
  • Language The IVR can understand linguistics based on the spoken language of the caller. The pre-populated selection is "English."
  • Timeout The number of seconds the IVR waits for the caller to press a number or say something. It's pre-populated with "5" seconds.
  • Message The type of message played to the caller can be text-to-speech or recorded. In this case, it's pre-selected to use a recording.
  • Recording Used The pre-configured mp3 file used is "Menu.mp3" with instructions to press "1" to receive an SMS/text message. Click Update Recording if you want to upload your own recording, but you don't have to.
  • DTMF Input The number a caller presses to receive an SMS/text. It's pre-populated with "1".
  • Voice Input Phrases* Words or phrases a caller can say to provide input. This field is intentionally left blank.
  • Next Node Because the instruction on the recording is to press "1" to receive an SMS/text, doing so will take the caller to the Send SMS (SMS) node. This field is pre-populated with "Send SMS." You don't need to change this.
  • Default Next Node If the caller doesn't press "1" and waits on the line, the call is sent to the Dial (Exit) node where the call is transferred to the next Inbox where calls are sent. This field is pre-populated with "Dial." You don't need to change this.

From the Menu (Menu) node, if the caller opts in to receive a text by pressing "1", a request is sent to the Send SMS (SMS) node, which triggers an SMS/text to be sent to the caller's mobile number. If successful, the call is sent to the SMS Sent (Message) node with a confirmation message that the text was sent. The call is then ended.

The Send SMS (SMS) node allows the IVR to send a text message to the caller's number with a pre-configured text greeting. This allows the caller to start an SMS/text thread instead of waiting for an Agent on the phone.

Below are the node settings for the Send SMS node, but you don't need to change anything:

  • Name Identifies what the node does. In this case, it's pre-populated with "Send SMS."
  • Description Describes how the node is used. Because it's used to send a caller an SMS, it's pre-populated with "Send SMS."
  • SMS Body This is the first text message sent to the Customer. The standard message is "Thanks for contacting us! How can we help?". You can change this initial message if you want, but you don't have to.
  • To Number By default, we will automatically send the text to the caller's number. This field is intentionally left blank.
  • Next Node The call is sent to the SMS Sent node with a confirmation message that a text message was sent. This field is pre-populated with "SMS Sent." You don't need to change this.
  • Error Node If sending the message fails, the call is sent to the SMS Error node. This field is pre-populated with "SMS Error." You don't need to change this.

Once the Send SMS node sends an SMS/text, the call is sent to the SMS Sent (Message) node. This contains a confirmation recording that a text message was sent. This is where the call ends, and the Customer can continue their request over text.

Below are the node settings for the SMS Sent node:

  • Name Identifies what the node does. In this case, it's pre-populated with "SMS Sent."
  • Message The type of message played to the caller can be text-to-speech or recorded. In this case, it's pre-selected to use a recording.
  • Recording Used  The pre-configured mp3 file used is "SMS Sent.mp3". When a call enters this node, the caller will hear a message that the text message was successful. The call is ended from here. Click Update Recording if you want to upload your own recording, but you don't have to.
  • Next Node No node is selected since the call ends here.

If the Send SMS node encounters an error while sending a text message, the call is sent to the SMS Error (Message) node, where a message is played that sending a text message failed.

Below are the node settings for the SMS Error (Message) node:

  • Name Identifies what the node does. In this case, it's pre-populated with "SMS Sent."
  • Message The type of message played to the caller can be text-to-speech or recorded. In this case, it's pre-selected to use a recording.
  • Recording Used The pre-configured mp3 file used is "SMS Error.mp3". This message lets the caller know that they are being transferred to an Agent. Click Update Recording if you want to upload your own recording.
  • Next Node The call was sent to this node because the SMS/text failed to be sent, so the call is transferred to an Agent through the Dial (Exit) node. This field is pre-populated with "Dial."

If an SMS/text failed to be sent or the caller opted to speak to an Agent, the call is sent to the Dial (Exit) node, where the call is sent to an Inbox configured in the Entry Point settings page where calls are directed to.

Below are the node settings for the Dial (Exit) node:

  • Name Identifies the entry point name used in the Channels settings page to route calls to the correct Inbox.
  • Description Describes how the node is used. Because it's used to send transfer calls to an Agent, it's pre-populated with Dial.
  • Click Go to Channels Page to open the Channel settings page. Using the Name field above, find _dial under the Phone heading section to confirm the Inbox where calls are sent to. You can change the Inbox calls are sent to as needed.

Once a call is in the Inbox's queue waiting for the next available Agent, the call enters the Basic Queue IVR. Read on to the next section below.

Review the 'Basic Queue IVR' setting

In the Basic IVR, the Dial (Exit) node is the last node in the Basic IVR's tree, which transfers and queues phone calls in an Inbox to wait for the next available Agent. Calls waiting in the Inbox's queue are managed by a separate IVR — named Basic Queue IVR.

Tip - Queue IVRs are separate from the Initial IVR  
The IVR that callers experience when they call your number is separate from the IVR that handles calls while waiting in a queue (Inbox) for an Agent. This means some of your IVRs are used/designed for the Initial IVR experience, and some are for the "waiting in queue" (Queue IVR) experience.

This Basic Queue IVR is pre-configured and specifically used for the "while in the queue waiting for an agent" experience where callers can:

  • Hear a message that "all agents are currently busy" while waiting.
  • Give the option to "press 2" to leave a voicemail.
  • Give the option to "press 1" to switch to text/SMS support or continue holding for the next Agent.
    • The text/SMS is sent from the number the caller is calling into. If the text message is successful, the IVR plays a "success" message and hangs up. If it fails, the IVR will play an "error" message and put the Customer back into the queue to wait for an Agent. If no option is chosen, the Customer is also sent back to the queue.

The Basic Queue IVR (like all IVRs) is found on the IVR Configuration page.

At this point, the Basic Queue IVR should already be linked (by the Gladly Implementation Team) to the same number the Basic IVR is used in. To confirm, you can do the following:

  1. From the Settings page, click Voice under the Channels category.
  2. The phone number that Basic IVR is associated with on the Initial IVR column indicates that the Basic IVR is used to handle incoming calls from that number. It should also show Basic Queue IVR for the same number under the Queue IVR column. This means the Basic Queued IVR tree is used to handle queued calls in an Inbox.

To view the Basic Queue IVR tree in edit mode, hover over Basic Queue IVR, then click the pencil icon to the right of the IVR.

You don't need to edit the Basic Queue IVR unless you want to make specific changes. Besides the options listed below, we don't recommend changing anything else in the Basic Queue IVR. Be sure to Publish the IVR if you make changes.

  • Change the initial SMS message Click the Send SMS to customer (SMS) node. Under the SMS Body section, change the initial message sent to Customers if they opt to switch to SMS support.

Next, you can change the duration of how long Customers hear hold music while in the Basic Queue IVR waiting for an Agent.

  1. From the Settings page, click Voice under the Channels category. Hover over the Basic Queue IVR and click the pencil icon.
  2. On the Queue IVR Wait Duration field, the default is "45" seconds, where Customers wait 45 seconds before hearing the Queue IVR again (thanking them for waiting and giving the option to switch to text/SMS support). The 45-second wait time restarts and loops (Hear Hold Music X Seconds → Queue IVR → Hear Hold Music X Minutes → Queue IVR →) until an Agent picks up. You can shorten or lengthen this duration.
Note - Customers may not hear the Queue IVR if an Agent declines the call
For example, if the IVR Wait Duration is 45 seconds, a call is routed to an Agent in 30 seconds. Still, the Agent declines the call, and the Customer starts the 45-second wait again before they hear the Queue IVR unless the call is declined again before the configured wait time.
Note - Long 'Wait Duration' value
The default Queue Music plays long enough to cover the 45 seconds. Because the Queue Music does not loop, make sure the Queue Music is long enough to cover the new Wait Duration value if you choose a longer Wait Duration. You can upload a new recording by clicking Upload Recording.

Link the phone number you will use for the Basic IVR.

Linking a phone number to the IVR ensures that your Customers experience the correct IVR flow when calling a particular phone number. This is pre-configured by your Gladly Implementation team. For more information, see IVR Voice Settings.

Publish your IVR

Once you've configured your IVR, click the green Publish option to enable your IVR. Callers who call the phone number you linked to the IVR will go through the IVR experience you configured.

Tip - Always click Publish to apply changes
If you don't click Publish, none of your changes will apply.

Rename your IVR

You can change the name of the IVR name to anything you'd like. See How do I change the name of an IVR to learn how. Use a name that will help easily identify how a particular IVR is used. 




*Voice Input Phrase utilizes voice recognition technology which is charged separately from other voice services. See Voice costs for more information.


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