Introduction to IVR Systems

An Interactive Voice Response (IVR) system is the string of all OGMs chained together making different call flows that can follow these chains.

To create a more advanced interactive voice response setup, you will need to use Key Response Menus and Active Commands to chain multiple OGMs together. You will work primarily from the Out-Going Messages List, found on the "IVR Profile" tab of the web interface, to create and manage all of the needed OGMs.

From the OGM List you can also view an OGM Report which lists all the menus in logical order which can be useful while working on the ivr or call flow design.

You do not need to know any programming languages or to write any scripts to create a system with menus and data entry. If you read the next few sections of this manual carefully, you should be able to setup your system as required.

To help you test IVR system call flow you can use the Call Simulator. It can also be helpful to refer to the System Logs to help you see what is happening as you go through the OGMs. When designing an IVR system we recommend you take small steps at a time and frequently test the changes along the way. If the IVM behaves one way on the Call Simulator and a different way on real calls then that is normally an indication of a modem compatibility issue.

Some example IVR Programs are included with IVM and can be loaded from the "Load New IVR Profile" window which is accessed from the "IVR Profile" tab on the web interface. The example IVR Programs can be a useful demonstration when setting up your IVR system but you will still need to read this manual so you can follow the example and modify it for your requirements.