Remember that Dan is editing his existing IVR
. In order to achieve his goals, he will need to upload additional audio files. For example, Dan should select an audio file for his Rec Audio node that prompts callers to leave a voicemail. He should also upload audio files for the Get Input nodes he is adding. These would include prompts for callers to enter their account numbers and prompts for callers to confirm their account numbers.
Dan also wants to access these account numbers via Prebuilt Reports
. To do that, he needs to configure IVR reports
. Fields or columns that Dan needs in the report will appear in the Report Configuration page after the IVR nodes are added in the IVR Studio. Included in this report are links to voicemails and account numbers. He can then download the Ivr Detail
report or schedule
it so that he gets a report, say, every start of the workday.
In the future, Dan may consider revising his IVR by adding a Scripting node to send account numbers to agent scripts. He could also add an Email node to receive voicemails via email.
After uploading audio files, Dan is now ready to navigate to IVR Studio and begin the steps below. Note that the instructions below might seem similar to each other since there are repetitive steps, but there are important differences between them, especially between the new Get Input nodes.