In Inbound Configurations, you can design IVR flows according to your business logic, similar to the example chart below.

To build an IVR flow:

1. In your CommPeak Dialer, go to Settings > Inbound Configurations and click New Inbound Configuration.

   

2. Configure IVR settings.

3. Once you click Create, the system will direct you to the IVR Flow tab, where you’ll find an open canvas to design your flow.

4. You can create custom flows from scratch or apply built-in templates.
   Use available controls in the IVR canvas builder to adjust existing elements or add new ones. Then save your flow.

Custom Flows

Click Start in the IVR canvas to build a custom flow. Then click the plus icon next to the Start to add more nodes. You can use the search field to find a desired action.

Learn more about building rules and parts from the Guide to IVR Elements.

Using Templates

1. Click Choose a template to build the flow from available templates:

   

You can choose between the following built-in flows:

• Basic voicemail creates a simple voicemail recording and delivers it to your email.
• Voicemail to email generates a voicemail playback and sends call data to your email.
• Connect to queue plays a welcome message and routes the caller to your agents based on the selected queues. If no agents are available, the voicemail will be sent to your email.
• Connect to desk plays a welcome message and routes the caller to your agents based on the selected agents from the list. If no agents are available, the voicemail will be sent to your email.
• Connect to agents with time conditions plays either a welcome or decline message based on time conditions. If the call occurs during business hours, it attempts to connect the caller to your agents. Outside of business hours, a different unavailable message is played, and the voicemail is sent to your email.
• Connect to user groups with a welcome message and connect the caller to your agents based on the selected user groups. If no agents are available, the voicemail will be sent to your email.

2. Click Apply in a quick-start template.
3. You will see a preconfigured chart.

4. Go through each step carefully and complete the configuration to align with your specific requirements. You can adjust settings, define routing rules, and customize IVR flows to match your logic.