Terminating IVR Calls

The "Terminate IVR Call" feature offers an efficient way to conclude IVR interactions within a workflow, providing options to end the call with a text message, a personalized voice message, or immediately. This tool is designed to streamline the user experience by eliminating unnecessary waiting times after IVR actions are completed, thus improving overall interaction quality.

Configuring the Terminate IVR Call Feature

To implement the "Terminate IVR Call" function in your workflow, follow these steps:

1. Access the Workflow: Open the workflow that contains the IVR action you wish to conclude.

2. Insert the Terminate Action: After any IVR-related actions (e.g., Gather, Say/Play a Message, Record), click the "+" button.

3. Locate the Action: Search for "End Call" in the action options.

4. Select a Termination Option:

   • Immediate Termination (Default): Ends the call right away when the "Add Voice Instructions" toggle is off.

   • Text Message: To play a custom text message before ending the call, toggle the “Add Voice Instructions” switch and choose the “Say a Message” option. Customize the message with settings for loops, voice, and language.

   • Custom Voice Message: Upload a personalized voice recording or branded audio to be played before the call ends by selecting the “Play a Message” option. Customize the number of loops as needed.

5. Save Your Configuration: Click "Save Action" to finalize the settings.

Note: IVR actions following the "Terminate IVR Call" step will not be executed, but other workflow actions outside of the IVR sequence will proceed as configured.

Common Questions

Q: How does this affect the workflow?
The "Terminate IVR Call" feature enhances the user experience by promptly ending IVR interactions, thereby reducing unnecessary call durations and preventing users from being subjected to prolonged hold music.

Q: What customization options are available?
Users can choose from three methods to end the call:

• Immediate Termination: The call ends instantly without any prior message.

• Text Message: A custom text message is played before the call ends, with customizable loop settings.

• Custom Voice Message: A personalized audio message or branded music is played before the call is terminated, also with adjustable loop settings.

Q: What happens to IVR actions following the Terminate IVR Call action?
All subsequent IVR actions are bypassed. However, non-IVR actions within the workflow will continue to run as planned.

Troubleshooting

• Issue: The call does not terminate as expected.
  Solution: Ensure the "Terminate IVR Call" action is correctly positioned in the workflow after the desired IVR steps.

• Issue: Custom messages fail to play.
  Solution: Double-check the configuration of your custom text or voice message and confirm that the loop settings are accurate.

• Issue: Non-IVR actions are not executing.
  Solution: Verify that the "Terminate IVR Call" action is only ending IVR actions and that the workflow is designed to include subsequent non-IVR steps.