Workflow Action - IVR End Call

TABLE OF CONTENTS

• Overview
• Action Name
• Action Description
• Action Details
• Example

Overview

The End Call (IVR) action allows the IVR system to immediately disconnect a call. Alternatively, you can choose to play a final message or custom audio before ending the call. This is useful when you want to wrap up an IVR interaction or provide an informational message before disconnecting.

Action Name

End Call

Action Description

The End Call (IVR) action disconnects a call immediately. Optionally, users can configure a custom message or audio to be played before ending the call. This feature is useful for delivering a final message or confirmation to the caller before disconnection.

Action Details

How to Configure

1. Action Name: Set a name for this action to identify it within your workflow.
2. Add Voice Instructions: Enable this toggle if you want to provide a final message before the call ends. Otherwise, the call will disconnect immediately.
3. Say or Play Message: Select whether to use a text-to-speech message ("Say a message") or an uploaded audio file ("Play audio file").
4. Text to Say: If "Say a message" is selected, enter the text to be spoken to the caller.
5. Language: Choose the language for the text-to-speech message.
6. Message Voice: Select the voice type (Man or Woman) for the text-to-speech message.
7. Number of Loops: Specify how many times the message should be repeated (default is 1).

Example

Scenario: At the end of a customer service call, you want to confirm that the system is going to disconnect and thank the customer for their call.

• Action Name: End IVR Call
• Add Voice Instructions: Enabled
• Say or Play Message: Say a message
• Text to Say: "Thank you for calling ABC Services. Your call will now end."
• Language: English (US)
• Message Voice: Woman
• Number of Loops: 1

When configured, the system will play the message and then disconnect the call automatically.

Additional Notes:

• If Add Voice Instructions is disabled, the call will end immediately without any final message.
• Using text-to-speech can be effective for providing dynamic, real-time information before ending a call.