# IVR

## IVR

IVR lets callers choose the next step before an agent answers.

Use it to route common call types faster, reduce transfers, and keep voice handling consistent.

### What IVR is best for

Use IVR when you need to:

* route calls by department, service line, or location
* offer voicemail or another destination after hours
* reduce simple live routing work for agents

### When a basic IVR is enough

A standard IVR usually fits when the caller only needs one short menu.

Common examples include:

* press `1` for sales
* press `2` for support
* press `3` for voicemail

If the flow needs multiple menus or schedule-aware branching, use [Enhanced IVR](/docs/portals/admin-portal/voice/enhanced-ivr.md).

### How IVR works

{% stepper %}
{% step %}

### Play the greeting

The caller hears the opening prompt and menu options.
{% endstep %}

{% step %}

### Capture the keypress

The caller presses a number on the dial pad.
{% endstep %}

{% step %}

### Route the call

Liberty sends the call to the configured target for that option.
{% endstep %}

{% step %}

### Apply fallback behavior

If the caller does nothing or presses an invalid key, the call follows the configured retry or fallback path.
{% endstep %}
{% endstepper %}

### Common IVR targets

An IVR option can typically route a caller to:

* an agent queue or skill
* a voicemail box
* another account, resource, or recording

The exact routing options depend on how your voice workflow is configured.

### How to plan an IVR

Before you build the menu, define:

1. the phone number or resource using the IVR
2. the exact menu prompt callers will hear
3. the destination for each keypress
4. the fallback path for no input and invalid input
5. the after-hours and holiday behavior

### How to set up an IVR

1. Open the target voice configuration for the account or resource.
2. Add or update the greeting.
3. Create each keypress option.
4. Assign the routing target for each option.
5. Set no-input and invalid-input behavior.
6. Save the changes.
7. Test every option from a live call.

### Write better prompts

Keep prompts short and easy to follow.

Good prompt patterns:

* state the business or department first
* limit the menu to the most common choices
* reserve a fallback path when the caller is unsure

{% hint style="info" %}
Keep the first menu short. Long menus increase abandonment and misroutes.
{% endhint %}

### IVR design guidelines

* keep the first menu to a few options
* place the most common choice first
* use consistent wording across greetings and scripts
* decide whether `0` should reach an operator or another fallback path
* always define a no-input and invalid-input outcome

### Example call flow

```
Thank you for calling.
For appointments, press 1.
For billing, press 2.
To leave a message, press 3.
```

### Visual flow example

Use a simple IVR when one menu can handle the full caller decision.

```
Inbound call
   ↓
Greeting plays
   ↓
Caller chooses:
   ├─ 1 → Appointments queue
   ├─ 2 → Billing queue
   └─ 3 → Voicemail
```

### Visual setup view

Think about the setup in four parts:

```
[Greeting]
    ↓
[Keypress options]
    ↓
[Destination for each key]
    ↓
[Fallback for timeout or invalid input]
```

Each part should be reviewed during testing.

### Common simple IVR pattern

```
Business hours
   ├─ Press 1 → Live queue
   ├─ Press 2 → Billing team
   └─ No input → Retry once → Voicemail
```

### Test checklist

After setup, confirm:

* the greeting plays clearly
* every key routes to the correct destination
* no-input and invalid-input behavior work as expected
* after-hours routing matches the schedule
* voicemail and overflow paths complete successfully

### Troubleshooting tips

If callers are reaching the wrong place, review:

* the prompt wording
* the assigned routing target for that key
* the schedule attached to the resource
* the fallback path for retries and timeout

Use [Usage detail reports](/docs/portals/admin-portal/skills-reports-and-logs/reports/usage-detail-reports.md) and [Logs and call recordings](/docs/portals/admin-portal/skills-reports-and-logs/logs-and-call-recordings.md) when you need to validate what happened on a call.

### Related pages

* [Enhanced IVR](/docs/portals/admin-portal/voice/enhanced-ivr.md)
* [Voice](/docs/portals/admin-portal/voice.md)
* [Skills](/docs/portals/admin-portal/skills-reports-and-logs/skills.md)
* [Usage detail reports](/docs/portals/admin-portal/skills-reports-and-logs/reports/usage-detail-reports.md)


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