Getting Started with Phone System IVR

Integrated Voice Response (IVR) systems are the first line in gaining customer details. Used widely in call centers, the caller must select from the options in the IVR system to reach the right team. Plivo’s PHLO allows you to quickly create and configure an IVR system for your business. The PHLO is triggered with an incoming call.

Use Case Outline

Creating the Use Case using PHLO

With PHLO, you can quickly create a workflow that suits your use case. To use PHLO, make sure to register and log on to Plivo Console.

In this use case, we will build a simple IVR system for two departments. Use the following components to create this PHLO:

  • IVR
  • Play Audio
  • Call Forward

When you make a call to the phone number linked to the PHLO, it triggers a call to the user using the Initiate Call component. Once the user answers the call, the Play Audio component plays an audio to the user. The call will disconnect automatically after the playback audio is completed.

Note: The Callback function provides the user details required to make the call.

To create this PHLO

  1. On the top navigation bar, click PHLO. The PHLO page will appear and display your existing PHLOs, if any. If this is your first PHLO, then the PHLO page will be empty.
  2. Click CREATE NEW PHLO to build a new PHLO.
  3. On the Choose your use-case window, click Build my own. The PHLO canvas will appear with the Start node. Note: The Start node is the starting point of any PHLO. You can choose between the four available trigger states of the Start node; Incoming SMS, Incoming Call, Endpoint Call, and API Request. For this PHLO, we will use the Incoming Call trigger state.
  4. From the list of components, on the left hand side, drag and drop the IVR Menu component onto the canvas. This will add an IVR Menu node onto the canvas.
  5. Connect the Start node with the IVR Menu node, using the Incoming Call trigger state. Note: Make sure to configure the choices for the IVR Menu from the Configurations tab. In this example, we will select 1 and 2 as the allowed choices and enter a message to play to the user.
  6. Click Validate to add 1 and 2 trigger states to the IVR Menu.
  7. Configure No_Input_Prompt and Invalid_Input_Prompt nodes to speak a fixed message in case of a wrong input or no input.
  8. Click Validate to save the configurations for the node.
  9. Next, create two nodes for the Call Forward component and rename them as Connect_to_Support and Connect_to_Sales . Note: You can rename the nodes as per your requirements. We are using specific names in this example to help you relate to the different nodes used in this use case.
  10. Connect Connect_to_Support and Connect_to_Sales nodes to the IVR Menu using the 1 and 2 trigger states.
  11. Similarly, create two nodes for the Play Audio component.
  12. Connect Play Audio_1 and Play Audio_2 nodes to the IVR Menu using the No Input and Wrong Input trigger states.
  13. Rename Play Audio_1 to No_Input_Prompt. Note: You can rename the nodes as per your requirements. We are using specific names to help you relate to the different nodes used in this use case.
  14. Rename Play Audio_2 to Invalid_Input_Prompt.
  15. Connect the Prompt Completed trigger state of No_Input_Prompt and Invalid_Input_Prompt nodes to the IVR Menu. This will send the user back to the IVR Menu if they press an incorrect option, or if they do not press any key.
  16. Configure the Call Forward nodes to select the From number using a variable. For the To number, you can either enter a fixed number directly into the To field, or use a variable configured in the Start node Note: Enter two curly brackets to view all available variables.
  17. Rename Call Forward_1 to Connect_to_Support, and Call Forward_2 to Connect_to_Sales.
  18. Click Validate to save the configurations for the node.
  19. After you complete the configurations, click Save. Your PHLO is now ready. Link the PHLO to a Plivo Phone Number and test it out. For more information, see Adding the PHLO to a Phone Number .

Your complete PHLO will look like this:

Phone System IVR

Triggering the PHLO on Incoming calls

Once you have created and configured your PHLO, assign your PHLO to a number. To assign a PHLO to a number

  1. Login to your Console
  2. On the Product Navigation bar, click Phone Number.
  3. On the Numbers page, under Your Numbers, click the phone number you wish to use for the PHLO.
  4. In the EDIT NUMBERS window, select PHLO from the App Type list.
  5. From the PHLO list, select the PHLO you wish to use with the phone number, and then click Update.

You can now make a call to your phone number to test your PHLO.

If you have not purchased a phone number yet, you can buy Phone number(s) by referring to the instructions available here.

For more information about creating a PHLO app, see the PHLO User Guide. For information on components and their variables, see the PHLO Components Library.