Workflow Action - End IVR Call

The "End IVR Call" action allows you to terminate IVR calls within the workflow with a text message, a custom voice message, or abruptly, enhancing user experience and control over call duration. This functionality ensures that users are no longer left waiting unnecessarily after IVR actions are completed and provides a more seamless and efficient interaction for users.

Setting Up End IVR Call

To set up the "End IVR Call" action in your workflow, follow these steps:

  1. Select the workflow containing the IVR action you want to end.

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2. Click the "+" button after any IVR actions such as Gather, Say/Play a Message, Record, etc.

3. Search for the action "End Call".

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4. Choose from the available custom options:

  • End Abruptly (Default): Terminate the IVR call instantly by saving the action with the “Add Voice Instructions” switch toggled off.

Toggle the “Add Voice Instructions” switch to access:

  • Text Message: Play a custom text message before terminating the call by selecting the “Say a Message” option from the Say or Play Message dropdown. This option allows you to set the number of loops, and choose a message voice and language.
  • Custom Voice Message: Upload a custom voice message or branded music to be played before terminating the call by using the “Play a Message” option from the Say or Play Message dropdown. This option allows you to set the number of loops.

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5. Click "Save Action" to apply the settings.

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📌 Note: All IVR actions after the "End IVR Call" action will be skipped. However, non-IVR actions in the workflow will continue to execute as planned.

Frequently Asked Questions (FAQs)

Q: How will this impact the current workflow?

  • The "End IVR Call" action will enhance the user experience during IVR interactions by preventing users from being indefinitely subjected to elevator music. It will also reduce IVR call durations once IVR actions are completed, giving workflow owners the flexibility to end calls from their end, which was previously not available.

Q: What custom options are available for End IVR Call?

Users can choose from three different custom options:

  • End Abruptly: The IVR call is terminated instantly without any warning or message.
  • Text Message: Users can type a message to be played before the call is terminated, with the option to set the number of loops.
  • Custom Voice Message: Users can upload a custom voice message or branded music to be played before the call is terminated, with the option to set the number of loops.

Q: What happens to the IVR actions after the End IVR Call action?

  • All IVR actions after the "End IVR Call" action will be skipped. However, non-IVR actions in the workflow will continue to execute as planned.

Troubleshooting Tips

  • Issue: The IVR call does not end as expected.Solution: Ensure that the "End IVR Call" action is correctly placed in the workflow after the desired IVR actions.
  • Issue: Custom messages are not playing.Solution: Verify that the custom text or voice message is correctly configured and that the number of loops is set appropriately.
  • Issue: Non-IVR actions are not executing.Solution: Confirm that the "End IVR Call" action is only set to terminate IVR actions and that the workflow includes subsequent non-IVR actions.

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