> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/configure-ivr.md). # Configure IVR Configure the IVR structure, question items, and system messages used to guide callers through the contact center. Use the Dialogue Cloud interactive voice response (IVR) to greet callers, present choices, collect input, and route dialogues to the right queue, question, or fallback path. {% hint style="info" %} This procedure describes **SharePoint IVR for Connect**. In the documented **DC2025.02a** scope, SharePoint IVR and the Dialogue Studio **IVR Question** option are planned, not available, for **Unify**. For Studio-based prompts and keypad branches, use [IVR Menu](/contact-center-configuration/building-your-callflow/via-dialogue-studio/ivr-menu.md) and its supported actions. See [Connect vs Unify](/set-up-dialogue-cloud-neo/connect-vs-unify.md) for the release scope. {% endhint %} ## Prerequisites Before you build the IVR, make sure: * the contact center and skills already exist * the business-hours and holiday design is known * the reusable audio files you want to use are already uploaded ## Start with conversational design The source recommends four design principles for IVR content: * keep each message clear and unambiguous * only include prompts that have a purpose * keep each option relevant to the caller's task * keep the wording direct and appropriate for your organization Map the dialogue before you build it so you can test the branches, fallback paths, and queue exits as a single caller journey. ## Common IVR actions The IVR supports the following actions: * route directly to a skill queue * disconnect the call * send the caller to a prompt * send the caller to voicemail * send the caller back to the previous IVR level {% hint style="info" %} Audio files can override text-to-speech prompts. Use recorded prompts where consistency matters and text-to-speech where administrators need to change wording frequently. {% endhint %} ## Key IVR fields | Field | Use | | ------------------------- | ---------------------------------------------------------- | | `Title` | Stores the IVR item title | | `Action` | Controls what happens when the caller selects that item | | `Parent` | Places a question underneath another IVR item | | `Question` | Stores the text-to-speech prompt | | `AudioQuestion` | Plays a stored audio file instead of the question text | | `Choice` | Stores the keypad input for that question | | `Choice Timeout` | Controls when the IVR continues after no choice is entered | | `Answer` | Stores a follow-up spoken response | | `AudioAnswer` | Plays audio instead of the answer text | | `Skill` | Sends the caller into a queue for that skill | | `Name` | Stores a prompt name | | `Enable Skill Dependency` | Lets some message behavior vary by skill | Additional IVR behavior can be controlled by UCC settings: | Setting | Use | Value guidance | | ------------------------------- | --------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `CultureInfo` | Controls the text-to-speech language for IVR questions. | Default `en-US`; use a .NET `CultureInfo` language name that matches the intended prompt language. | | `DtmfSortingOrder` | Controls the order in which IVR choices are presented. | Default `1234567890*#`. | | `PinCode` | Requires numeric keypad input after the Welcome Message before the IVR continues. | SharePoint-callflow behavior only; not available when the IVR is handled by Dialogue Studio. The code must be numeric, at least `0`, no more than 9 digits, and entered with `#`. | | `LastQuestionSpeechWaitTimeout` | Controls how many seconds the IVR waits before repeating the last question. | Default `5`. | | `QueueNoChoiceTimeout` | Controls how many seconds after no IVR choice the call is disconnected. | Default `360`. | ## Build rules from the source When building the IVR: * top-level questions have no parent value * choice timeout is configured on the parent level * welcome and recording messages play before normal question items * question order follows dual-tone multi-frequency (DTMF) choice order unless `DtmfSortingOrder` changes it * only IVR questions and prompts can be extended with additional children * if the welcome message already contains a skill, the platform starts hunting immediately ## Configure skill dependency for Message Busy Use skill dependency on **Message Busy** when the fallback skill should depend on the skill the caller is currently waiting for. For example, a language-specific skill can escape to a matching language-specific voicemail or back-office skill instead of using the same default fallback for every caller. Before you configure this behavior, make sure the source skills and destination skills already exist. 1. Open the IVR Questions list. 2. Edit **Message Busy**. 3. Confirm that the selected action uses a skill. 4. Enable **Skill Dependency**. 5. Add a dependency row. 6. Map the **source** skill, the skill the caller is currently in, to the **destination** skill, the fallback skill the caller should use. 7. Repeat the mapping for each skill that needs a specific fallback. 8. Update and save the IVR question. If the caller's current skill is not in the dependency list, the IVR uses the default skill configured on the Message Busy action. When Message Busy offers callback, treat it as part of the full callback journey: the IVR action, skill selection, callback number handling, and Campaign Dialer processing must all align. {% content-ref url="/pages/exG2JtyGssxhoZAHsZeq" %} [Callback journeys](/contact-center-configuration/building-your-callflow/callback-journeys.md) {% endcontent-ref %} ## System messages to define Configure the following standard system messages: * `Welcome Message` * `Welcome Recording` * `Message Closed` * `Message Overflow` * queue position messages such as `Queue 1`, `Queue 2_1`, and `Queue 2_more_5` Author these messages as part of the full caller journey rather than as isolated prompts. ## Runtime flow summary The callflow follows this high-level sequence: 1. Check whether the contact center is closed because of holidays or business hours. 2. Check whether queue overflow behavior should apply. 3. Play the welcome message. 4. Optionally play the recording announcement. 5. Play the IVR questions. 6. Hunt an agent when the caller reaches a skill. Queue behavior continues in the queue-message cycle described in [Route calls and queue messages](/contact-center-configuration/building-your-callflow/route-calls-and-queue-messages.md). ## Verification After you build the IVR: 1. Test the main welcome path. 2. Test each keypad branch. 3. Test the no-input timeout behavior. 4. Test one path that reaches a queue. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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