Purpose

An IVR (Interactive Voice Response) is a menu: "Welcome to Universal IT. Press 1 for sales, 2 for support, 3 for administration." IVRs route callers to the right queue, agent or sub-IVR.

Required permissions: UWEBCHATVOICE.IVR.VIEW and .EDIT.

5.5.1 Overview

The IVR list shows per menu:

Click on a name to go to the detail view; click the eye icon to open a visual diagram of this single IVR (a focused version of §5.6).

5.5.2 Creating and editing an IVR

In the Update IVR dialog you configure:

Generic Settings

• IVR Name — unique within tenant
• Is Root IVR — Yes for main menu, No for sub-menu
• Linked Phone Number — DID this IVR listens on (root only)
• Parent IVR — only for sub-IVRs
• Fallback Queue — destination on timeout / invalid choice

Audio Settings

• IVR Prompt — the menu prompt file (e.g. Universal_IVR_1.wav)
• Welcome Voice Prompt — initial welcome message
• Closed Voice Prompt — what callers hear outside business hours

All audio files come from your Audio Library (§6). Use the Voice Prompt Generator (§6.3) to generate professional announcements with AI.

5.5.3 Menu options (keys 0–9, *, #)

For each IVR you configure which key leads where:

• Key 1 → queue Sales
• Key 2 → queue Support
• Key 3 → sub-IVR Administration menu
• No input / invalid key → Fallback Queue

5.5.4 Business hours and closing days

Just like queues, IVRs have Business Hours and Holidays — outside those times the Closed Voice Prompt plays or the call is forwarded.

Pitfalls

• "Circular reference detected" — your IVR flow refers (directly or indirectly) to itself. Adjust the menu options.
• Caller hears the menu but key presses don't work — check that the linked queue/sub-IVR exists and is active.
• IVR Prompt sounds distorted — source audio is not in the right audio format. Regenerate via Voice Prompt Generator or upload as 8 kHz mono 16-bit PCM WAV.

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