Engage Voice: IVR Designer Basics

Engage Voice: IVR Designer Basics

Learn how to use the IVR Studio tool to modify existing IVRs for improved call routing.

About this course

Overview

If you are an administrator, this course provides insight into the features of Engage Voice IVR Designer. Learn why creating and maintaining effective IVRs is key to your contact center success. Learn how to use the IVR Studio tool to modify existing IVRs for improved call routing. Discover how to update and expand IVR functionality, including adding self-service capabilities. Also, learn how to maintain IVRs individually and in bulk for efficiency to minimize impact to call routing. Explore analytics and reporting for improved IVR monitoring and performance.


Objectives

  • Understand IVR concepts
  • Navigate the Admin platform and IVR Designer
  • Configure IVR groups and settings
  • Access IVR Studio
  • Understand IVR nodes and properties
  • Discover how to build and modify a simple IVR
  • Perform IVR maintenance
  • Generate IVR reports

Agenda

  • Introducing IVRs
    • What is an IVR?
    • IVR concepts
  • Navigating IVR Designer
    • Navigation features
    • Search capabilities
  • Configuring IVRs
    • Creating IVR groups
    • General IVR settings
    • IVR configuration concepts
  • Utilizing nodes
    • Node ID and properties
    • How to connect and disconnect nodes
  • Building a simple IVR
    • Common nodes for simple IVRs
  • Maintaining IVRs
    • Individual edits
    • Bulk edits
    • Cloning

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-admin/engage-voice-ivr-designer-basics-1

Engage Voice: IVR Designer BasicsLevel 1

  • Introduction to IVR Designer Basics 7 min
  • Leveraging the Admin Platform for IVRs 9 min
  • Configuring IVRs 39 min
  • Performing IVR Maintenance 4 min
  • IVR Reporting 8 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Configuring an IVR 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are an administrator, this course provides insight into the features of Engage Voice IVR Designer. Learn why creating and maintaining effective IVRs is key to your contact center success. Learn how to use the IVR Studio tool to modify existing IVRs for improved call routing. Discover how to update and expand IVR functionality, including adding self-service capabilities. Also, learn how to maintain IVRs individually and in bulk for efficiency to minimize impact to call routing. Explore analytics and reporting for improved IVR monitoring and performance.


Objectives

  • Understand IVR concepts
  • Navigate the Admin platform and IVR Designer
  • Configure IVR groups and settings
  • Access IVR Studio
  • Understand IVR nodes and properties
  • Discover how to build and modify a simple IVR
  • Perform IVR maintenance
  • Generate IVR reports

Agenda

  • Introducing IVRs
    • What is an IVR?
    • IVR concepts
  • Navigating IVR Designer
    • Navigation features
    • Search capabilities
  • Configuring IVRs
    • Creating IVR groups
    • General IVR settings
    • IVR configuration concepts
  • Utilizing nodes
    • Node ID and properties
    • How to connect and disconnect nodes
  • Building a simple IVR
    • Common nodes for simple IVRs
  • Maintaining IVRs
    • Individual edits
    • Bulk edits
    • Cloning

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-admin/engage-voice-ivr-designer-basics-1

Engage Voice: IVR Designer BasicsLevel 1

  • Introduction to IVR Designer Basics 7 min
  • Leveraging the Admin Platform for IVRs 9 min
  • Configuring IVRs 39 min
  • Performing IVR Maintenance 4 min
  • IVR Reporting 8 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Configuring an IVR 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey