IVR Build

Building a Standard Design IVR

You can easily build a standard design IVR using the Simple IVR Tool.

Note: If you need a more complex IVR design, CCaaS Onboarding specialists are ready to help. Reach out to your Account Manager for further information.

To use the Simple IVR Tool, you must first complete the certification.

Note: A link to the Simple IVR Tool certification course will be available as soon as it is published.

This tutorial assumes that an initial meeting with the customer has taken place and their designs have been captured. If the Contact Center kickoff call hasn’t occurred, access one of the following for more information:

Contact Center Pro/Elite Setup IMU course
Implementation Checklist

Before you can build the IVR, several components need to be in place (access the links for more information):

Holiday schedule
Working hours schedule
Prompt scripts and prompt recordings

Once the IVR is built, the partner (or the customer) can complete the configuration tasks to prepare for the first call to the new contact center.

Working with the CCaaS Specialist Onboarding Team

If the onboarding team is helping to build the customer’s IVR, they will build the IVR and then provide all the details that the customer needs to access the Control Panel, the prompts that are needed for the IVR, and testing.