IVR Flow

IVR FLOW (Interactive Voice Response) allows creating inbound call service flows in an interactive and visual way.

When you click the IVR FLOW menu, a submenu opens with Access Flowchart, Blacklist, and Whitelist options.

To access the inbound call flowchart, click Access Flowchart. A new screen opens where you can create, delete, and modify inbound call flows for each registered DID (inbound number).

To register or delete DIDs, you can use the Add DID and Delete DID buttons on the IVR FLOW screen, or go to the DID Registration section.

When selecting a previously registered DID, IVR FLOW shows the flow start symbol. By right-clicking, a menu opens to choose destinations and conditions for the inbound call.

IVR Flow main screen

What the image shows: main IVR FLOW screen with DID selector and flow building area

Search terms: IVR FLOW · Access Flowchart · DID · Blacklist · Whitelist

Available options in the flowchart

Check Business Hours: checks company business hours.
Add Available Business Hours: forwards to the next item if within business hours.
Add Unavailable Business Hours: forwards to the next item if outside business hours.
Add Recording: starts call recording.
Add Audio: plays a previously registered audio.
Add Text-to-Speech Audio: plays an audio generated from typed text.
Add Queue: forwards the call to a service queue.
Add Extension Group: forwards the call to an extension group.
Add Extension: forwards the call to an extension.
Add Holiday Check: checks whether it is a holiday.
Add CallerID Swap: customizes the caller ID shown on the recipient side.
Add Blacklist Check: checks if the caller number is blocked.
Add Whitelist: checks if the caller number is authorized.
Add Digit: after an audio, adds a dial option to move to the next destination.
Add Dialed Extension: after an audio, forwards to the extension dialed by the caller.
Add Timeout: waits for the configured time before moving to the next item in the flow.
Validate CPF: validates CPF and checks if it exists in the registry.
Validate CNPJ: validates CNPJ and checks if it exists in the registry.
Lock: blocks icon movement in the flowchart.
Rollback Connection: connects an item to previous items in the flowchart.
Edit Item: edits properties of the selected item.
Change Item: replaces the selected item with another one.
Remove Item: deletes only the selected item.
Remove Item and All Subsequent Items: deletes the selected item and all subsequent connected items.
Connect Item: connects an unlinked item to another item in the flowchart.

Basic service flow configuration example

IVR flow example

What the image shows: numbered IVR flow example with business-hours check, audio prompt, and digit options

Search terms: IVR flow example · menu digits · call routing

Where:

Flow start.
Function to check company business days and hours.
If the company is outside business days/hours, execute the next item.
Audio played with the out-of-business-hours message.
If the company is within business days/hours, execute the next item.
Plays the audio with available interaction options (this item requires filling Timeout and number of digits).
Digits/options for user interaction to move to the next item (in this example, user can dial 1, 2, 3, or an extension number).
Corresponding service queues for each dialed option.