Scripts
When creating an IVR script and saving it for the first time, the draft must be “Published” so that it can become available to be used in the routing of your Call Center.
The difference between a draft and published version is that you can modify and save the draft at any time without causing an impact to business operations or have down-time. You may also use 'Save as' to copy the draft script as a different name which is great for back-up or revision purposes.
The published script cannot be modified; it is only used for routing purposes.
To be able to put the IVR into action, you will need to publish the IVR script. To do this, you will need to select the IVR you wish to publish and click the “Publish” button at the top of the page.
The difference between a draft and published version is that you can modify and save the draft at any time without causing an impact to business operations or have down-time. You may also use 'Save as' to copy the draft script as a different name which is great for back-up or revision purposes.
The published script cannot be modified; it is only used for routing purposes.
To be able to put the IVR into action, you will need to publish the IVR script. To do this, you will need to select the IVR you wish to publish and click the “Publish” button at the top of the page.
Preparing to configure your IVR scripts
Before creating your IVR scripts, it’s a good idea to spend some time and envision the desired experience of the caller. The Contivio IVR system can play a prompt to the caller the very moment the call is established. For example, the Contivio IVR can immediately present a pre-recorded message or prompt that says “Thank you for calling our company. For Sales, press 1, for Support, press 2”, or a simple message that simply says “Please hold for the next representative” with or without a mention of call recording.
Once you’ve planned the inbound call-flow and the desired actions, you will have a good idea of how many prompts to create and what you would want each one to say. Once you have this planned, you can record and upload all your IVR prompts first, then implement them as you create your IVR script. You can upload your prompts at a later time as well, but having them handy while creating your script may cut down on the time spent configuring your IVR before implementing it.
Once you’ve planned the inbound call-flow and the desired actions, you will have a good idea of how many prompts to create and what you would want each one to say. Once you have this planned, you can record and upload all your IVR prompts first, then implement them as you create your IVR script. You can upload your prompts at a later time as well, but having them handy while creating your script may cut down on the time spent configuring your IVR before implementing it.
Building the IVR script
Below, you will find an example of a completed IVR script. This fully-functional IVR script pictured below is a perfect example of how Contivio’s IVR scripting tool allows you to define your call-flows for quick and easy deployment.

The ‘Start’ node is the beginning of the IVR script. Each IVR script must start with this node, and end with the ‘Stop’ or ‘Return’ node. The ‘Stop’ IVR node will stop processing further IVR commands or actions whereas the 'Return' IVR node will stop the current IVR script and return the call data and IVR-flow to the parent IVR script.

Each node (with the exception of voice prompt nodes) will have the available options, and a “Failure” option. This means if the caller does not select an option that is defined; the call can either loop back (as shown below) or be sent to another node. Each node is then connected together with the “Link” tool and once it’s completed and all linked together, the IVR is completed.

You will not be able to save your IVR unless every node is linked and there is an end node linked as well.
IVR nodes
IVR "nodes" are the objects on the IVR script builder toolbar. These nodes or objects will perform specific actions and each have different configurations depending on the nature of the inbound call-flow.
To add IVR nodes to the IVR script, simply click on the node icon on the IVR builder toolbar to select it. Next, click on the workspace below where it should be placed and then you can apply the configuration as needed.
This section will go over all the nodes and explain their features and functionality.
To add IVR nodes to the IVR script, simply click on the node icon on the IVR builder toolbar to select it. Next, click on the workspace below where it should be placed and then you can apply the configuration as needed.
This section will go over all the nodes and explain their features and functionality.

Save as
Save your IVR script as a different name.
Save your IVR script as a different name.

Select
Use this tool to select an item already in the call flow. The cursor becomes a hand. It is used to select and move IVR nodes. Links can only be selected for deletion.
Use this tool to select an item already in the call flow. The cursor becomes a hand. It is used to select and move IVR nodes. Links can only be selected for deletion.

Start
Every call flow must have a single start node. Select the tool and click on the canvas of the GUI and then type in a name in the ‘Node Properties’ dialogue.
Every call flow must have a single start node. Select the tool and click on the canvas of the GUI and then type in a name in the ‘Node Properties’ dialogue.

Return
Call flows can call other call flows (much like subroutines). Use the Return tool when this call flow is called or invoked by another call flow by the Script Node.
The Return Node acts similar to an End Node, except instead of ending the call flow (and then routing the call), the call flow returns control back to the original call flow, where execution continues from the Script Node.
Call flows can call other call flows (much like subroutines). Use the Return tool when this call flow is called or invoked by another call flow by the Script Node.
The Return Node acts similar to an End Node, except instead of ending the call flow (and then routing the call), the call flow returns control back to the original call flow, where execution continues from the Script Node.

Call Success
Use this tool to create a ‘Call Success’ call result. In some call flows, a call may not get all the way to the ‘End’ node but still needs to be flagged successful so as to be reported in the historical reports correctly.
An example is where the caller hangs up after providing all the required information but before the completion of the IVR flow. Any flow that arrives at a ‘Call Success’ Node will be flagged successful.
Use this tool to create a ‘Call Success’ call result. In some call flows, a call may not get all the way to the ‘End’ node but still needs to be flagged successful so as to be reported in the historical reports correctly.
An example is where the caller hangs up after providing all the required information but before the completion of the IVR flow. Any flow that arrives at a ‘Call Success’ Node will be flagged successful.

Time
The Time node records the time of day (in the systems time zone) into one of the call parameters where it can be used for any purpose, such as providing a time check. The node returns the time in hours as a decimal (e.g. 19.5 means 7:30 pm).
The Time node records the time of day (in the systems time zone) into one of the call parameters where it can be used for any purpose, such as providing a time check. The node returns the time in hours as a decimal (e.g. 19.5 means 7:30 pm).

Queue Statistics
The Queue Statistics node will perform a “dip” into the database and retrieve the number of logged in agents, number of available agents, position in queue, and expected wait time in minutes and seconds for advanced call routing options. An example is to playback a prompt and use the Text To Speech node to announce expected wait time in seconds or minutes or number of calls waiting in the queue.
The Queue Statistics node will perform a “dip” into the database and retrieve the number of logged in agents, number of available agents, position in queue, and expected wait time in minutes and seconds for advanced call routing options. An example is to playback a prompt and use the Text To Speech node to announce expected wait time in seconds or minutes or number of calls waiting in the queue.

Speech Recognition
This will allow the caller to speak their choices and the system will be able to convert that to data that can be recognized by the system.
To use this IVR node, extra configuration needs to be done. Please contact Contivio Support or Professional Services for more information.
This will allow the caller to speak their choices and the system will be able to convert that to data that can be recognized by the system.
To use this IVR node, extra configuration needs to be done. Please contact Contivio Support or Professional Services for more information.

E-mail Call Parameters
This allows the call parameters to be emailed to a specified email address.
This allows the call parameters to be emailed to a specified email address.