Create IVR (Cally Square)

Created by Jens Leijon, Modified on Thu, 15 Dec 2022 at 03:47 PM by Hannah Peters

To create a new IVR you click on Cally Square -> Projects

Click on the plus icon in the bottom right corner

Fill out the different fields: 

Name = Give the project a unique name

Description = Give the project a brief description

Click Add Project when done

Now we need to do the configuration within the new IVR. Click on the three dots to the right of the project

Click "edit project" in the new menu

Now we have a blank project. What we know is that a call will start and end in this flow, so now we can add a start- and an endnode which can be found under the "entry" tab. You add the block by drag and drop them to the sheet

We also need to add the following:

Queue = A queue that we'll call

GotoIfTime = Check for opening hours

Playback = Sound file when closed

Menu = Sound file with button-choise

Now we need to connect the blocks. This is done by holding your mouse over a block. A yellow icon should appear when you do that. Click and hold on that icon while draging it to the next block.

Now the first two blocks are connected. We need to create lines between every block in the IVR like the image below:

You can rename the blocks to better understand what they do. Currently there are two GoToIfTime but we don't know which one that's the ordinary opening hours and which one that's for temporary closed. I'll change their name by double-clicking on the block and change the label. We can also select which interval to use at the same time as we change the name.

Let's start with the first GoToIfTime. Double click on the block and change the name as well as selecting your temporary-closed interval. Do the same for the block to the right, but select your standard opening hours and name it "Opening hours".

If we click on "save" and "publish" now we'll get errors. This is because we have not decided where to go based on what time it is. We also need to select a queue to call, what buttons that go to which queue and audio files. We'll start by editing the lines between the nodes. To do this you double click on the line between the two time-blocks that checks opening hours and temporary closed. Then you are able to write "false". We need "false" for the first one because when it's true, the lines are temporary closed.

Now we move on to the menu block. Double click on the menu block and select your audio file that will be played for the caller before they make their choice. You can also rename the block or change the retry settings.

Now double click on the outgoing lines. If you write 1 on a line, it will take that path if the caller press 1. But you can write 2, 3 or any digit you want. I will also give one of the lines the value "i,t" to handle incorrect input and timeout. So if the customer don't enter "2" they will take this path.

Now we only need to select which queues to call. This is done by double-clicking on a queue block and select a queue. You can also change the timeout for the queue.

Now the IVR is done and we're ready to "save" and "publish".

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