Mapping out your application design can be useful as it allows you to create a diagram of how you want the application to appear to callers, to depict the structure of the application, and to plan what to do when errors occur. Things to include in your flowchart and/or outline:

  • All prompts and announcements to be played to callers.

  • What happens when the system receives a caller's input?

  • What happens when callers give valid input?

  • What happens when callers give invalid input?

  • How many times will you re-prompt after hearing incorrect input.

  • Will the call be transferred to an attendant? Will the call be transferred to voicemail?

  • What happens if callers do not respond?

  • How many times will you re-prompt after no response?

Including all possible cases in your outline will make your creating your IVR application go much quicker.

For more information on how to create an IVR application, see Creating an IVR Application.

Notes on deployment time:

  • If you create an IVR that includes a prompt, it takes approximately 10 minutes for the IVR to be deployed since the audio file needs to be generated.

  • If you create an IVR that does not include a prompt, the IVR is deployed immediately.