The Blueface portal allows you to send a call to an IVR (Interactive Voice Response). The IVR allows up to 9 options with multiple layers for each option.


Step 1: Add the audio file

The first step in creating any IVR is to add the audio file that will play for all incoming calls that are directed to the IVR ‘Call Flow’.

a) Click ‘Create New Flow’


b) Drag the ‘Menu’ element from the application list on the right to the centre of the ‘Designer’ screen.


c) Click the ‘Settings’ icon to select your audio file from the ‘Media’ field

d) A pop up will open showing ‘Menu Element Settings’




1. Media to Play: Choose from a dropdown menu of your uploaded media library audio files.

2. Description: Add a description for easy identification.
 
3. Add New Media: Clicking on [Add New Media +] will show the Media Uploader allowing you to add a new media file for this IVR. The upload should begin immediately, if not please click the [Add Media +] button. 

4. Record: Clicking on [Record] will allow you to directly record your message through the PC. Click on [Start Recording] in the new pop-up window. Once Complete enter a File Name and click Save.

5. Extra Options: Clicking on the [>] button to the right of Extra Options will show a free text box labelled Ring Back in Seconds. Here, you can enter the time in seconds that the phone(s) will ring before the Media File plays. 

Step 2: Add IVR options

Now that you have added the audio file you can begin to add options to direct incoming calls to the relevant ‘Users’ or departments within your company.

a) Drag and drop the ‘Ring’ element to the centre of the ‘Designer’ screen and place it within the ‘Menu’ element.

b) The ‘Ring’ element will automatically become Option 1 of your IVR

c) Click the ‘Note’ icon to label the option with a more meaningful name.

d) Type the label you wish to apply to this option in the white box of the pop up.


e) Click ‘OK’ on the bottom right of the pop up to apply your label.

f) The ‘Label’ will display when your mouse hovers over this option of the IVR

g) Edit the label at any time by clicking the note icon


h) Click on the ‘Settings’ icon to select the ‘Users’, ‘Devices’, ‘Group’ or ‘Off-Net’ number you would like to direct this option to


i) The ‘Ring Element Settings’ window will open


j) In this window, you have the option to select ‘Users’, ‘Devices’, ‘Group’ or ‘Off-Net’

k) Click ‘Add’ next to each ‘User’ you wish to direct calls to

l) Click the ‘Devices’ tab and select the required ‘Device’ by clicking ‘Add’ next to it

m) In the ‘Groups’ tab select the ‘User Group’ you wish to send calls to by clicking ‘Add’ next to it

n) To divert your calls to another number, click ‘off-Net’ and enter the external number you wish to divert calls to in the ‘Offnet Number’ box on the top left of the window

o) Click ‘Add’ on the right of the ‘Offnet Number’ box

p) Click ‘Ok’ at the bottom right to save your settings from any of the tabs

q) Alternatively, if you wish calls to any option to reach a sub menu, drag another ‘Menu’ element from the right and place it within the main ‘Menu’ element and follow the same steps

Repeat the above steps for every option you want to add up to a maximum of 9 options

Step 3 – Add another layer

Within each option, you may wish calls to reach multiple layers.
Adding layers allows your calls to continue to ring onto other end points if they are not answered by the settings in your initial element. It also allows you to forward calls to voicemail.

a) Drag and drop the required element from the list on the right of the call flow designer screen

b) Place the element below the initial ‘Ring’ element

c) When using another ‘Ring’ element, configure the settings as in Step 2

d) When using voicemail, click the settings icon and select the voicemail box from the dropdown list

e) When using a ‘Play’ element click the ‘Settings’ icon and select the required piece of audio from the available audio on your account Repeat the above steps for every layer you want to add to each option

Example of Multi-layer IVR options