IVR

8x8 IVR is built on our programmable voice capabilities. 8x8 Interactive Voice Response Service is an automated telephone system that combines pre-recorded messages or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface to provide real-time user interaction over the Public Switch Telephone Network Service.

IVR can be used for interactive outbound call outreach and also handling inbound calls to improve the customer experience by providing a self-service method for customers.

Actions(methods) that can be used on predefined IVR flow:

  • Say
  • SayAndCapture
  • makeCall
  • playFile
  • Hangup

Main Voice IVR features are:

IVR flow

On the diagram below a simple IVR flow diagram is shown:

Prerequisites

Before you get started, please contact your account manager to ensure that your account has access to this product and that the following points have been managed:

  • You will need a new sub-account id to enable and set up 8x8's Number Masking service
  • In order to use our Inbound IVR product, you require a Virtual Number that will be allocated to your sub-account by our 8x8 team
  • You will need to set up and configure an endpoint where the voice call action webhook will be sent. You can use the Webhooks APIs to set up your endpoints. Once that is completed you are ready to use our IVR product and begin building your call flows.