As you'll see, a CallFire interactive voice response (IVR) system offers you many options when creating an inbound or outbound phone tree. Whatever you create can be as a simple or complex as you desire. Here are some of the basics of how you create the structure of an IVR.
Some IVR Basics
The easiest way to think of an IVR is to remember one simple fact: Whether inbound or outbound, it is a phone tree. As with all trees, it has branches. And when you climb a tree, you have a choice of which branch you want to explore.
So with an IVR, you're creating a structure, or tree, that branches out in different directions, giving your customers a myriad of choices about what direction they want to take. When you drag a button down and drop it into the workspace — which we'll talk about in the next section — you'll notice that a red exclamation-point warning appears.
This means that you need to double-click on that button, and fill in the Set Up New Action box that appears, as shown below.
When you do so, you'll find instructions on the right-hand side of each box. You can right-click on a tag for faster creation/addition of tags. For instance, as you can see below, we have right-clicked on the Play tag, which leads to a pulldown menu being displayed. When our arrow enters the pulldown box and highlights a choice — in this case, Basic — another menu of options appears. This box shows the tags that are on that particular tab.
Manipulating Tags to the Right and Left
An important aspect of IVR design is the relationship between a parent and child nodes. Certain tags are, by their nature, parents of others. For example, in CallFire XML, an Answering Machine Detection tag contains two nodes: Live (answer) and Machine (answer). These are parent nodes: everything that should happen during a live call is a child of Live, while what should happen when an answering machine picks up the call will fall under Machine. In the IVR Designer, there are always two arrow buttons in the right-hand column.
These control the indenting to the right, or movement back to the left, of your button in that row. This helps define the structure of your IVR. Below, please notice what happens when you click the right-arrow indent button.
Here, the Play tag is exactly under the Machine tag. Play is not a child of Machine, so we click the right arrow.
Now, the Play tag is to the right of Machine. It is now a child of the Machine tag. Using the arrow buttons allows us to move the tags to the right and left.