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Creating an Interactive Voice Response Script

An Interactive Voice Response (IVR) refers to the capability of guiding inbound callers through the options to self direct themselves to the desired destination within the contact center. Designing an IVR script can be simple or complex depending on your business operation. Before sitting down to design your IVR script, prepare your plan for call routing.

You can create a new script and assign it to any number of channels.

Use the Scripts tab to create or edit the Interactive Voice Response (IVR) script used to guide the inbound caller through the options offered by the contact center.

To create or edit an IVR script:

  1. Select Scripts from the configuration menu.
  2. Click or Phone link.
  3. Enter the following properties for the script.

    Table 42: Summary of Phone Script, Properties tab options

    Phone Script Properties Description
    Script Type A read-only reminder of the script type. It displays if it is a phone, chat, or email script.

    Script Name

    A unique name for the script


    A category helps you to organize your scripts better. For example, if you have multiple scripts serving Support and Sales needs, you can group scripts under separate categories.

    Select an existing category or create a new one.

    To create a new category:

    1. Select Edit Categories option from the drop down menu.
    2. In the Category dialog box, add a new category by clicking .


    Add comments for additional notes if desired.

    Assign New Channels

    You can assign multiple channels to a script.

    To assign new channels,

    1. Click on the link to bring up the channels list.
    2. Select desired channels from the list.
    3. Click Assign.

    This script is enabled

    Select to place this script definition into service.

  4. Click Save to navigate to the Script tab where you can define the script.

  5. Click MainIVR. The [ add] link appears.

  6. Add the desired primitives.

  7. Click Save. For a primer on writing IVR scripts, refer to the guide on Automated Call Processing Rules.

  8. To undo the changes click Revert.

  9. To design Email and Chat scripts select Email or Chat and then follow steps 3 to 7.


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