Local IVR

overview interactive voice response (ivr) is an automated system that allows customers to interact with a contact center using their telephone keypad (dtmf tones) a local ivr is a specific type of ivr that runs within a campaign, often used for processes like customer verification or collecting feedback post call how it works a call is directed to a pre configured call flow (nodeflow) the ivr plays audio prompts (e g , "press 1 for sales"), and the customer's key press determines the next step, such as transferring to a queue or another ivr menu agents can also conference a customer into a local ivr for assisted processes prerequisites local ivr is a licensable feature audio prompt files ( wav, mp3) must be created and uploaded an ivr call flow ( nodeflow) must be designed and available configuration steps create call context a call context acts as a container for the ivr logic and prompts location administrator > call manager > contexts action click add context and configure the necessary parameters create local ivr define the local ivr and link it to the call context location administrator > manage > \[campaign name] > local ivr action click the add button, give the ivr a name, and select the call context created in the previous step assign ivr in routing the routing flow must be configured to direct calls to the ivr location administrator > manage > \[campaign name] > routing action in the routing configuration, select the nodeflow that contains the ivr logic for the desired queue use cases call steering a main menu ivr routes callers to sales, support, or billing departments based on their selection automated payments an agent conferences a customer into a secure local ivr to enter their credit card details self service providing customers with options to check account balances or track an order without speaking to an agent benefits increased operational efficiency automates routine inquiries, freeing up agents for more complex interactions improved customer experience empowers customers with self service options and ensures they are quickly directed to the right department 24/7 availability provides basic support and information to customers even outside of normal business hours limitations local ivr is not supported for outbound campaigns agents can only conference a customer with a local ivr; they cannot perform a direct transfer to it