> 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/via-sharepoint/configure-ivr-routing.md). # Configure IVR routing for the SharePoint callflow Configure the SharePoint-based IVR so callers hear prompts, make choices, and route to the next branch, queue, or fallback action. Use the SharePoint-based IVR configuration to decide how callers enter the contact center, hear prompts, make choices, and reach a queue, voicemail, callback path, or another action. ## Before you begin * Confirm that the business-hours and closed-state behavior are already defined. * Confirm that the target queues, skills, or fallback destinations already exist. * Confirm that any audio prompts used by the IVR are already available. ## Design the callflow first Before you configure entries, define the caller journey you want the IVR to follow. Keep each prompt: * clear * relevant * short enough to stay focused Each caller-choice step should lead to one of these outcomes: * another question * a queue or skill * voicemail * callback handling * disconnect * another approved fallback action ## Configure the IVR items Keep the IVR structure simple and reader-facing: | IVR element | Purpose | | --------------------- | -------------------------------------------------------------------------- | | Prompt text or audio | Tells the caller what to do next | | Choice value | Defines the caller selection | | Timeout behavior | Defines what happens when the caller does not answer | | Next action | Defines whether the flow continues, queues, disconnects, or falls back | | Queue or skill target | Defines where the caller goes when the IVR reaches an agent-routing branch | {% hint style="info" %} Audio prompts override spoken text when both are configured for the same IVR step. {% endhint %} ## Common routing patterns ### Route directly after the welcome message Use this pattern when the contact center should send callers to a queue immediately without presenting a menu. ### Build a question hierarchy Use parent and child question levels when the first caller choice must lead to a second decision instead of directly to a queue. ### Offer a closed-state fallback Use the closed-state branch to offer voicemail, callback handling, or another limited fallback path when the contact center is outside business hours. ### End the IVR at an action Treat the end of the IVR as the point where the caller reaches a queue, voicemail path, callback path, disconnect, or another defined destination. ## Keep queue behavior on the queue-messages page After a caller reaches a queue, the waiting-message structure belongs on the queue-messages page rather than inside the IVR procedure. Use this IVR page to define how the caller reaches the queue, not to duplicate the full waiting-message sequence. ## Manage IVR entries 1. Open the IVR settings used by the contact center. 2. Add a new item or edit an existing one. 3. Enter the prompt, routing, and optional audio values. 4. Save the item. 5. Remove the item if that caller-choice path should no longer be available. {% hint style="warning" %} IVR changes can affect live caller routing immediately. Test the prompt and routing path before you apply changes to production traffic. {% endhint %} ## Verification 1. Test one path that follows the normal caller journey. 2. Test one path that uses a nested or second-level choice. 3. Test one timeout or no-input path. 4. Confirm the final IVR branch reaches the intended queue, voicemail, callback, or disconnect action. ## Related topics Go to **Define business hours for the SharePoint callflow** for the weekly schedule and closed-state trigger that can change which IVR branch runs. {% content-ref url="/pages/LEKHAmHmLQGAd065GAVR" %} [Define UCC business hours in SharePoint](/contact-center-configuration/building-your-callflow/via-sharepoint/define-business-hours.md) {% endcontent-ref %} Go to **Configure queue messages for the SharePoint callflow** for the prompts callers hear after the IVR routes them into a queue. {% content-ref url="/pages/4BCH3UXnnD8njronyLOc" %} [Configure queue messages for the SharePoint callflow](/contact-center-configuration/building-your-callflow/via-sharepoint/configure-queue-messages.md) {% endcontent-ref %} --- # Agent Instructions This documentation is published with GitBook. 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