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📞IVR, voice numbers & phone calls

This guide covers voice calls in OnRaven: IVR Bots (automated phone menus and scripts), linking your business number so inbound calls run an IVR, and the browser softphone for agents. Chat bots (Workflow Builder) handle text; IVR Bots handle phone audio.

Availability: IVR and voice features depend on your workspace and carrier setup. The sidebar item may appear as IVR Bots when voice/IVR is enabled. If you don’t see it, contact your admin.

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Key ideas

Term
Meaning

IVR Bot (IVR scenario)

A voice flow: play prompts, listen for keypad (DTMF) or speech, branch on answers, transfer calls, call APIs, etc.

Inbound scenario

Runs when someone calls your number.

Outbound scenario

Runs when OnRaven places an outbound call to a customer (e.g. surveys, callbacks, tests).

Published

The scenario is deployed to the voice platform so real calls can use it. Draft scenarios are only editable in the builder.

Voice-capable number

An SMS or Voice campaign whose number supports voice (not SMS-only). Required for inbound IVR on that number and for test/outbound calls from that campaign.

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1. Create an IVR scenario

  1. Open IVR Bots in the sidebar (under Bots, when available).

  2. Create a new scenario and choose:

    • Inbound — For calls to your number.

    • Outbound — For calls from your number to customers.

  3. You’ll land in the IVR flow builder (similar idea to the Workflow Builder: blocks on a canvas, connected with lines).

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Building blocks (overview)

Blocks are grouped by purpose; typical ones include:

  • Call control — Start, Say (text-to-speech), play audio (URL, recording, upload), collect DTMF, capture speech, pause, record segment, hang up.

  • Transfer — Dial a number, dial many (first to answer), or route to Conversations (agent).

  • Logic — Branch (if / then / else), switch on digit or variable, loops, machine detection, set variable, jump to another step.

  • Integration — HTTP Call API, Send SMS from the scenario.

Click a block to configure it in the sidebar (timeouts, messages, branches, etc.).

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Voice settings (TTS)

Use Voice settings (or equivalent in the header) to set default language, voice, and speech rate for Say (TTS) nodes. You can often override per node where the UI allows it.

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Save and publish

  • Save stores your canvas (draft).

  • Publish deploys the scenario so live calls can run it. You must publish before:

    • Linking the scenario to a number for inbound calls, or

    • Running test outbound calls that use this scenario.

If publish fails, read the error message (often a missing connection or invalid field on a block).

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2. Inbound calls → your IVR

To send incoming calls to an IVR:

  1. Use a campaign with a voice-capable SMS or Voice number (your admin or number request flow should mark the number as voice-capable when applicable).

  2. Open that campaign’s settings (Channel Management / Integrations → your number).

  3. Find When someone calls this number (or Inbound calls).

  4. Choose Forward to IVR (or equivalent).

  5. Select a published IVR scenario. If the list is empty, create and publish an inbound scenario first.

  6. Save the campaign.

After provisioning propagates, callers who dial that number hear your IVR flow.

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3. Outbound IVR & testing

For outbound scenarios:

  • Test call — From the IVR builder, use Test / Launch test call (wording may vary). Pick a voice-capable campaign (caller ID), enter the destination phone number (E.164, e.g. +15551234567), and start the call. The scenario must be published.

  • Production outbound flows depend on your integration (APIs, automations); your admin or support can confirm what’s enabled.

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4. Browser softphone (agents)

If your workspace has voice and the SDK is available:

  • A softphone control may appear (e.g. floating widget or header area).

  • Connect with a voice-capable SMS or Voice campaign selected.

  • You can dial out or handle incoming VoIP traffic as configured for your account (permissions, number, and carrier rules apply).

  • The browser will ask for microphone access.

Use this for PSTN/VoIP business voice, separate from WhatsApp voice calls (those are handled inside WhatsApp conversations — see Send and reply to messages).

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5. Tips & good practices

  • One Start — Every scenario should have a clear entry from Start to the first audio or action.

  • Timeouts — On Collect / Capture nodes, set sensible timeouts and fallback paths (e.g. repeat menu or hang up).

  • Publish after changes — Editing a draft does not change live calls until you publish again (and inbound routing may need the campaign saved afterward).

  • Compliance — Recordings, transfers, and announcements may be regulated in your region; align with your legal team.

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Related docs

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