IVR telephone menus and execution history
Connect a telephone menu to a voice number and inspect recorded menu runs, including calls that never reach an operator.
What it is
IVR is a telephone menu that guides callers through prompts and choices. INSIDE connects a voice number to a flow defined in Twilio and lets you maintain its messages and outcome mappings. IVR Flow Executions records menu runs, including calls that end before an operator conversation starts.
Who uses it and why
- Callers follow the menu to reach help, resolve their enquiry or leave a callback request where the flow offers one.
- Operators receive calls handed to INSIDE, with available caller details and configured menu context. Supervisors use IVR reports and work with a developer to investigate unexpected journeys.
- Administrators with the Settings role maintain the number's flow, messages and outcome mappings.
- Developers with the Developer role coordinate the provider integration and inspect executions for the current website.
Where to find it
For configuration, open Settings › Voice › Voice Numbers, edit a number and select IVR. This menu requires the Settings role.
For execution history on desktop, open the console icon, then choose Inside Dev Console › Tools › IVR Flow Executions. The viewer opens separately and requires the Developer role. The Settings role alone does not grant access.
How it works
The provider runs the selected menu when a caller rings the number. The flow can pass the caller to INSIDE's voice queue, resolve the enquiry, transfer externally or offer a callback. When it hands a call to INSIDE, available caller details and configured menu context can populate visitor and conversation data. Configured fallback handling can also return an unavailable call or a call that exceeds its maximum queue wait to a usable menu flow.
When provider execution events are connected, INSIDE records the menu start, progress and end information independently of the operator conversation. An execution may have no Conversation ID if the caller resolves the enquiry, transfers elsewhere or leaves before a conversation starts.
To investigate a call, open IVR Flow Executions:
- Browse executions in newest-started order. The viewer displays one record per page. Use Previous and Next to move between records; Total shows the available record count.
- Read Execution Information for Execution SID, Status, Started, Ended and Last Step.
- Check Contact Information for the website, visitor, caller's telephone number, voice number and conversation identifiers. Flow Execution Metadata appears when additional provider information was recorded.
- Compare the execution with the call history and IVR reports to understand the routing and outcome.
Status shows Running when no end time is recorded and Completed when an end time exists. These labels describe the recorded timing. Completed does not prove that the caller reached the intended destination or that every provider action succeeded. Last Step shows the latest recorded step, rather than a complete step-by-step replay.
Configure it
Use the Settings role for the INSIDE configuration. Arrange the Twilio flow and provider execution event integration with your telephony developer or Powerfront first. INSIDE's number editor selects an existing flow; flow authoring takes place in Twilio.
- Edit the number in Settings › Voice › Voice Numbers and select its Account.
- On IVR, choose Flow. No flow is selected by default. The flow must exist in the selected provider account.
- Under IVR Widgets, choose Add to configure a widget's message. Enter Widget Name and choose Say or Play Message. New messages default to Say a Message. Supply Text to Say, then choose Voice Language and Message Voice as needed. For Play a Message, select an Audio File instead.
- Under IVR Widget Status Mapping, choose Add, select Widget Name and choose IVR Status. The available outcomes are IVR Failed - Transfer to INSIDE, IVR Success - Transfer to INSIDE, IVR Success - Self Resolution, IVR Success - Transfer to External and IVR Failed - Abandoned.
- Save the widget and mapping entries, then save the number.
The execution viewer has no editable fields and does not change a running flow. Ask Powerfront to review access when your developer needs the viewer.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Flow | Settings › Voice › Voice Numbers | website | Not set | Settings role | Selects the Twilio telephone menu flow associated with this number. No flow is selected by default. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Widget Name | Settings › Voice › Voice Numbers | Yes | Identifies the telephone menu widget whose message is being configured or whose outcome is being mapped. |
| Say or Play Message | Settings › Voice › Voice Numbers | Yes | Chooses spoken text or an audio file for the widget message. New messages start with Say a Message selected. |
| Text to Say | Settings › Voice › Voice Numbers | No | Supplies the message and is required when Say a Message is selected. |
| Audio File | Settings › Voice › Voice Numbers | No | Supplies the recording and is required when Play a Message is selected. |
| Voice Language | Settings › Voice › Voice Numbers | No | Selects the language for a spoken widget message. |
| Message Voice | Settings › Voice › Voice Numbers | No | Selects the voice for a spoken widget message. |
| IVR Status | Settings › Voice › Voice Numbers | Yes | Maps a selected widget to a telephone menu outcome, such as self resolution, transfer or abandonment. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure a number's flow, widget messages and outcome mappings through Voice Numbers. |
| Developer | View IVR Flow Executions for the current website. |
Limits and good to know
- Widget message names must be unique, ignoring letter case.
- Status mapping choices load only after you select both Account and Flow.
- Client execution history is limited to the current website.
- Times use the browser's local date and time formatting.
- Progress depends on recorded provider updates. Running can mean that the end update has not been recorded, even if the call has finished.
- The viewer retrieves records when a page loads. It does not continuously update the displayed record or offer controls to restart, cancel or replay an execution.
Depends on and works with
+1 more · this feature uses
- Telephone call recovery and wrap-upRelated
Call diagnostics help compare a recorded menu execution with the call outcome.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Settings access controls menu configuration, while Developer access controls the execution viewer.
- File libraryEnhances
Audio files can supply widget messages.
- Tags and conversation dataEnhances
Menu context can populate visitor and conversation data at handoff.
- Voice, video and live show reportsRelated
IVR reports compare telephone menu outcomes by number and step alongside individual execution inspection.
- Voice provider accounts and telephone numbersRequires
The voice number and its provider account determine which menu flow is selected and recorded.
- Telephone business hours and fallback handlingEnhances
Unavailable calls can return to a usable telephone menu flow.
- Voice queue and call offersEnhances
A telephone menu can hand a caller to the queue, and maximum-wait fallback can return the call to its menu.
- Telephone callback requestsEnhances
Telephone menu integration can create callback requests.
- Telephone call recovery and wrap-upRelated
Call diagnostics help compare a recorded menu execution with the call outcome.
Used by
- Voice provider accounts and telephone numbersEnhances
A number can use a telephone menu flow.
- Telephone business hours and fallback handlingEnhances
Closed calls can return to their telephone menu when a usable flow is present.
- Voice queue and call offersEnhances
A timed-out call can return to its telephone menu when usable flow details exist.
- Telephone callback requestsEnhances
A telephone menu integration can create callback requests.
- Voice, video and live show reportsConfigured by
IVR widget status mappings determine the step outcomes grouped in IVR reports.
FAQ and troubleshooting
Why is no conversation linked to an execution?
The call may have ended, resolved the enquiry or gone elsewhere before an operator conversation was created. INSIDE records execution history independently of conversations.
Why can I not select widgets for a status mapping?
Select the number's Account and Flow first so the widget choices can load. Check that the selected flow belongs to that account.
Why can I edit the number but see Access Denied in the viewer?
Number configuration uses the Settings role. IVR Flow Executions requires the Developer role. Ask Powerfront to review your developer's access.
Why are there no records?
Check that you are in the correct website and that the relevant call used a flow connected to execution recording. Ask Powerfront to review the voice configuration if records are still missing.
Does Completed mean the call succeeded?
No. It means an end time was recorded. Compare the call's routing and outcome with the provider execution details and IVR reports.
Why does Last Step appear out of date?
It shows the latest progress recorded from the provider, and the displayed record does not refresh continuously. Reload the page and compare the execution with the call history if the result remains unexpected.
Can I edit the flow in the execution viewer?
No. The viewer inspects existing executions. Use Settings › Voice › Voice Numbers › IVR for messages and outcome mappings, and work with your telephony developer or Powerfront for changes to the Twilio flow itself.