Recently created or updated (unpublished) IVRs can be tested before they go live. You can run a simulation of the IVR experience by having the system call you and interact with the IVR you built or updated.
Note – IVR experience simulation test
- When testing the IVR, you’ll receive a test call from a random phone number. This is normal and only used for test purposes. You cannot choose the phone number the call comes from.
- Upon answering the test call, there’s a slight delay of a few seconds (i.e., silence) before hearing the IVR begin (i.e., welcome message).
- Connecting to Agents or voicemail may not work as expected while testing.
- IVR to SMS is not supported in the test environment.
- Click Test on the top of the IVR tree.
- +1 (USA) is selected by default. Click the flag to choose a different country code. You can also enter the E.164 format number.
- Note – E.164 format looks like this:
- Note – E.164 format looks like this:
- Click OK. When you answer the call, you’ll hear your IVR just as a Customer would.
- Follow the call’s flow in your IVR tree as you interact with it to make it easier to spot nodes you may need to fix.
Once you’ve confirmed that the IVR is configured to your liking, publish the IVR.
