Local IVR

overview the local ivr is a full fledged interactive voice response (ivr) system that runs locally within the campaign's context the term local refers specifically to the telephony channel on which the ivr is running this feature allows agents to quickly route a portion of a live customer call into a guided ivr environment, typically to capture sensitive data or automate a specific process while maintaining a conference connection with the agent key benefits secure data capture allows the customer to enter sensitive information (like a pin or payment details) directly into the system via dtmf tones data security the information entered by the customer into the ivr is not visible to the agent anywhere guided automation agents can remain in conference with the customer to guide the customer on what inputs to enter into the ivr flexible deployment the system supports more than one "conferwithivr" profiles to serve different types of call conferences as per varying business requirements functionality the local ivr feature is a mechanism used exclusively for agent conferred calls in interactive voice application (inbound) campaigns process after an agent is connected with an inbound customer call, the agent can manually initiate a conference with a pre configured local ivr conferencing the agent and customer are placed into a conference call with the ivr script input capture the ivr can prompt the customer to input data, such as a debit/credit card pin agent role the agent guides the customer through the ivr prompts but is unable to view the specific data entered by the customer core limitation local ivr is not supported for outbound campaigns prerequisites licensing this is a licensed feature and requires the appropriate license component to be procured and visible in the campaign settings campaign assignment must be configured within the interactive voice application campaign settings (inbound campaign) call context the local ivr must be associated with a call context that has been assigned to the campaign nodeflow a nodeflow must be designed by professional services team as per the business requirement usage instructions administrator/voice admin configuration local ivrs are created and managed by the administrator or voice admin in the local ivr tab of the interactive voice application campaign settings access the tab navigate to the specific voice campaign's settings and locate the local ivr tab add a new ivr click "add" to open the creation dialog name and context provide a descriptive name for the new ivr select an available "call context" from the drop down menu that is already assigned to the campaign override options (optional) check "override source phone" to replace the incoming caller id with a provided number check "override destination phone" to replace the outbound dialed number (did) with a provided number save click "apply" to create the local ivr