How to configure an IVR

An Interactive Voice Server (IVR) guides callers through an interactive voice menu to direct them to the right department or to provide automated information. In this documentation, we will describe the steps necessary to set up an effective IVR.

Step 1: Draw the SVI

The first step is to “draw” your IVR, note the paths that callers will take, identify the objectives of the IVR, the services or information you want to provide to callers, as well as the functionalities necessary to meet these needs.

Example IVR :

  • Choice 1 = Sales department = transfer to the sales department line
  • Choice 2 = Technical support = message that explains how to file a support ticket
  • Choice 3 = Other request = sending to reception

Step 2: Create the call scenarios

Creation of choice 1 scenario: transfer to the sales department line

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In this scenario, the call is distributed to the “Sales Service” distribution queue.

Creation of the choice 2 scenario: message that explains how to file a technical support ticket

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In this scenario, the caller will hear a sound that you have previously recorded and imported in the "Settings" > "Sounds and music" menu.
In this message, you explain to the caller how to create a ticket.

Creation of scenario choice 3: sending the caller to reception for any other request

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As with choice 1, the call will be sent to a dedicated reception distribution queue.

Step 3: Configure your IVR

Start by developing a phone greeting for your voice menu, where you guide your callers to press specific keys based on their needs.

In our example:

Hello, and welcome to web2contact
To contact sales, type 1
To contact the accounting department, type 2
For any other request, type 3

You will then create a new scenario which will group together the functions of your IVR.

Select the action: "IVR - Interactive Voice Response" and set up your IVR :

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 - Add days & hours conditions.
In this example, the IVR is available Monday to Friday from 9:00 to 17:00.

- Select the sound to be played while waiting for the caller's choice.
We strongly advise you to include a message informing you of the choices to be made on the IVR
Hello, and welcome to web2contact
To contact the sales department, press 1
To contact the accounting department, press 2 
For all other requests, press 3

- For each key, you'll define the action to be taken, and therefore the scenario to which the caller is transferred.

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Step 4: Test your IVR

Before deploying IVR to production, perform thorough testing to ensure everything is working properly. Test each menu option and ensure calls are routed correctly.

Step 5: Deploy

  • Assign the IVR to a number.

To do this, go to the Settings > Manage numbers menu and associate the IVR scenario with the telephone number.

Be sure to monitor how it works and collect user feedback so you can make adjustments if necessary.


For any questions, contact support.