jluncford | 2022-04-06 05:21:35 UTC | #1
I'm trying to find out how Genesys supports IVR. I've been looking through all the docs I can find and haven't found anything that's an introduction to IVR, or how I would implement it. I thought I had admin access to just about everything in our https://apps.usw2.pure.cloud... but don't see anything about IVR. Could someone please give me links that will describe how IVR works in Genesys and how I would go about implementing it? Also, is there some specific permission I need to be able to view IVR related functions in Admin?
I've been poking around a bit more, is IVR the same as call flows set up in Architect?
Thank you, Janice
jcp | 2022-04-06 06:42:42 UTC | #2
Hi Janice,
A good starting point is the Architect Tutorial https://help.mypurecloud.com/articles/get-started-architect-tutorial/
A user with Master Admin role should have access. There is an specific article about permissions under the general help on Architect: https://help.mypurecloud.com/articles/about-architect/
jluncford | 2022-04-06 18:06:29 UTC | #3
Thank you for the info. I've since learned that we'll need to call some of our internal APIs with data collected by the user during the interaction and then report the result back to the user. Is it possible to do this in flows and if so, would you point me to the appropriate documentation?
Thank you, Janice
tim.smith | 2022-04-06 18:17:16 UTC | #4
You can use the web services data action to call your own JSON-based REST services: https://help.mypurecloud.com/articles/about-web-services-data-actions-integration/
If your services aren't exposed to the internet, you'll need to implement some sort of middleware that is accessible to Genesys Cloud and can access your private services. The architecture of that is entirely up to you; Genesys Cloud data actions interface just require a well-behaved REST endpoint.
jluncford | 2022-04-06 20:21:08 UTC | #5
Thank you so much, I appreciate everyone's help.
Janice
system | 2022-05-07 20:21:45 UTC | #6
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