Create IVR scenarios

You can use IVR over API if you want to integrate your platform with the Infobip platform and initiate calls towards your end users triggered by a specific event or if you have your own web interface.

You can use these features with IVR over API:

• Text-to-Speech
• Answering Machine Detection
• Speech Recognition

1. To use IVR over API, create IVR scenario. For more details, refer to the Voice API documentation. Combine different elements to create a multilevel scenario to suit your business needs.
2. Start an outbound IVR call using Launch API or configure an IVR scenario for your Voice number. To use inbound IVR API, configure IVR API on your Voice number. Refer to Create Voice Setup on a Number. Use Forward To IVR and scenario key you have received in the response when creating the IVR scenario.

IVR elements

Available IVR elements over API:

• Call API: Connect with a URL of your platform, send and receive some value as defined in element parameters.
• Capture - The customer sends a voice response which is saved into a variable. It can be used afterward for branching the IVR scenario further. For more information, refer to Speech Recognition.
• Collect: The customer taps the keypad reproducing a DTMF code. The entered value will be stored in a variable you specified. It might be used in other elements such as If Then or While Do.
• Dial: Redirect the current call towards another phone number.
• Dial to Conversations - Redirect the current call to Conversations.
• Dial to Many: Redirect the current call towards multiple phone numbers in parallel or sequential order. Once the call is answered by one of the multiple phone numbers, dialing towards other numbers stops.
• For-Each: Defines the variable name that is used within a loop for every single value from a list of values.
• Go To: Define where to continue the IVR scenario.
• Hang-up: This is a pseudo-action. It marks the end of the IVR flow and ends the call.
• If-Then-Else: Checks if the expression is true or false and then branches the IVR call.
• Machine Detection: Detects whether there is an answering machine at the beginning of the outbound IVR call.
• Play: Reproduce a pre-recorded audio file (available as URL). Paste the URL as a parameter.
• Play from recording: Reproduce the audio file recorded using the Record element. Use the file recorded during the current call or files recorded during different calls.
• Repeat-While - Executes a block of code repeatedly, as long as the condition set up for that block is true. Make sure not to provide a condition that causes an infinite loop.
• Say: Convert text to audio and play it back to the customer.
• Send SMS: Send an SMS with a predefined text.
• Set Variable: Sets the variable value.
• Switch-Case: Checks variable value and branches the IVR call.
• While-Do: Checks if the expression is true or false and branches the IVR call.

3. Once your IVR scenario is pre-configured (created), you can update it by using the PUT method, without the need to create a new scenario. You can also DELETE the previously configured IVR scenario. After the call has finished, you can check out the call details either through Analyze, under REPORTS in web interface, or by checking out delivery reports or logs via API.

You can use the GET all delivery reports or configure that the Infobip platform sends these delivery reports to your URL.

Refer to Reports for detailed information.