Update an existing Interactive Voice Response (IVR) tree, attach numbers, run a test call, or change account hold IVR settings.
Before you start
Before you manage Interactive Voice Response:
The IVR tree must already exist (see How to set up Interactive Voice Response)
An Admin role (Manager, Owner, or Super Admin)
Steps
Follow these steps to manage Interactive Voice Response:
Go to Admin → Interactive Voice Response and select the tree.
Edit greeting or status: select Edit IVR Tree, update Update IVR Tree, then Update. Changing Prompt Mode resets greetings on the tree and its options.
Change options: select an option in IVR Tree Studio, update Action , Name , and prompt fields, then Save.
Attach or remove numbers: select Modify Incoming Phone Numbers, add or delete numbers, then Apply.
Test call: select Test Call Your IVR, enter Country Code and Phone Number, then Dial.
Account hold IVR: on the IVR list, select Account IVR Settings. Turn on Enable Hold IVR For Account if needed, set Hold IVR Menu Replay Interval (seconds) (default 35 seconds), then Save.
Tips
When you manage Interactive Voice Response, these tips help:
Use Copy Ivr Tree on the list to copy a tree to other organizations. The copy dialog includes Copy campaign to all organizations? (that is the label in the product).
Leave the page only after you save. Unsaved Changes asks You have unsaved changes. Are you sure you want to leave?
What success looks like
When you finish managing Interactive Voice Response, the tree shows the updated greeting, options, and phone numbers, and a test call rings the number you entered. If Test Call Your IVR is unavailable, the IVR is not Active or it has no associated phone number.
Common questions
Can I test an inactive IVR?
You cannot test an inactive Interactive Voice Response tree. Volie requires the IVR to be Active with a valid associated phone number before Test Call Your IVR is available.
What does Enable Hold IVR For Account do?
Enable Hold IVR For Account in Account IVR Settings turns on the hold IVR for the account so callers on hold can hear the hold menu. Hold IVR Menu Replay Interval (seconds) controls how long Volie waits before replaying that menu (default 35 seconds).
Related articles
How to set up Interactive Voice Response
How to configure Incoming Phone Numbers