IVR Builder

The IVR Builder allows you to create and manage IVR flows for your inbound routes. Flows are built by placing elements onto the canvas and connecting them to define how calls are handled. This article covers the IVR Builder interface, including how to create and manage IVR pages, place elements, and connect them together.

Page settings

At the top of the IVR Builder page, the following options are available:

Option	Description
New IVR	Creates a new IVR page.
Clone IVR	Creates a copy of the currently selected IVR page.
Page list	Select the IVR page you want to view or edit from the dropdown.
Edit name	Allows you to edit the name of the currently selected IVR.
Save	Saves any changes made to the IVR. Always save before navigating away from the page.

Canvas controls

Within the IVR canvas, the following controls are available:

Control	Description
Colour Paths	Allows you to change the colours of the links between elements.
Filter Paths	Allows you to filter the view to show certain paths.
Auto Fit	Fits the entire IVR flow within the visible canvas area.
Zoom In	Zooms into the canvas.
Zoom Out	Zooms out of the canvas.
Undo	Undoes the last action.
Redo	Redoes the last undone action.

Placing elements

To place an element, click and drag it from the element list on the left-hand side onto the canvas. Once placed, the Properties panel on the right-hand side will populate with the settings available for that element.

Connecting elements

To connect two elements, click and drag from one connection tab to another. Once connected, the elements remain joined even when moved around the canvas.

IVR elements

Each element available in the IVR Builder has its own dedicated article. Select an element from the list below to view its connections, settings, and examples.

Element	Description
API Request	Makes an API call from within the IVR and stores the returned data for use in downstream elements.
Add to DNC	Lets callers remove themselves from your call list during an IVR interaction.
Blackout Days	Routes calls differently on specific configured dates, such as bank holidays or planned closures.
Branch Element	Routes calls based on the value of a specific data field.
Camp Check	Checks the current status of a campaign and routes the call accordingly.
Capture Digits	Prompts a caller to enter digits and captures the value for use later in the flow.
Command	Executes a system command at a defined point in the flow, such as updating call info or playing a value.
Compare	Evaluates a captured value against a condition and routes the call based on the result.
Create Lead	Creates a new lead record at any point in the IVR flow.
External Transfer	Routes a call from the IVR to a phone number outside of MaxContact.
Extract SIP Header	Reads one or more custom SIP headers from an inbound call and stores their values for use in the flow.
Get Stats	Retrieves a live statistic and stores it for use later in the flow.
Hang-up	Ends the call at a defined point in the flow.
IVR Menu	Presents a caller with a set of options and routes the call based on the key they press.
Jump	Transfers the call from one IVR flow to another.
Lookup Lead	Searches for a lead record using a value other than the caller's inbound phone number.
Payment Request	Connects to a payment engine to complete an IVR transaction.
Play	Plays one or more audio files to the caller.
Queue	Places a caller into a queue to wait for an available agent.
Record Message	Records an audio message from the caller, commonly used for voicemail.
Text to Speech	Converts written text into spoken audio and plays it to the caller, supporting dynamic content.
Route to Agent	Transfers a call directly to a specific agent.
Secure Capture Digits	Captures digits in a PCI-DSS compliant manner for use in payment flows.
Send SMS	Sends an SMS message to a phone number at a defined point in the IVR flow.
Set Property	Saves a value captured during the call to a specified destination for use in downstream elements.
Start	The entry point for every IVR flow. All inbound calls enter the flow through this element.
Switcher	Allows you to quickly change the active route of an IVR flow, manually or via automation.
System Control	Triggers a system action from within the IVR, such as starting or stopping a campaign or updating a Switcher element.
Time Check	Routes calls based on whether the current time falls within your configured opening hours.