# 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.

*Release 3.3 · admin, developer, visitor*

**Settings › Voice › Voice Numbers** · **Inside Dev Console › Tools › IVR Flow Executions**

## 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**:

1. 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.
2. Read **Execution Information** for **Execution SID**, **Status**, **Started**, **Ended** and **Last Step**.
3. 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.
4. 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.

1. Edit the number in **Settings › Voice › Voice Numbers** and select its **Account**.
2. On **IVR**, choose **Flow**. No flow is selected by default. The flow must exist in the selected provider account.
3. 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.
4. 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**.
5. 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): The voice number and its provider account determine which menu flow is selected and recorded.
- **Configured in** [Roles and permissions](ADM-008.md): Settings access controls menu configuration, while Developer access controls the execution viewer.
- **Works better with** [File library](ADM-017.md): Audio files can supply widget messages.
- **Works better with** [Tags and conversation data](CHAT-031.md): Menu context can populate visitor and conversation data at handoff.
- **Works better with** [Telephone business hours and fallback handling](RTC-002.md): Unavailable calls can return to a usable telephone menu flow.
- **Works better with** [Voice queue and call offers](RTC-003.md): A telephone menu can hand a caller to the queue, and maximum-wait fallback can return the call to its menu.
- **Works better with** [Telephone callback requests](RTC-009.md): Telephone menu integration can create callback requests.
- **Related** [Voice, video and live show reports](REP-027.md): IVR reports compare telephone menu outcomes by number and step alongside individual execution inspection.
- **Related** [Telephone call recovery and wrap-up](RTC-015.md): Call diagnostics help compare a recorded menu execution with the call outcome.

### Used by

- **Configures** [Voice, video and live show reports](REP-027.md): IVR widget status mappings determine the step outcomes grouped in IVR reports.
- **Enhances** [Voice provider accounts and telephone numbers](RTC-001.md): A number can use a telephone menu flow.
- **Enhances** [Telephone business hours and fallback handling](RTC-002.md): Closed calls can return to their telephone menu when a usable flow is present.
- **Enhances** [Voice queue and call offers](RTC-003.md): A timed-out call can return to its telephone menu when usable flow details exist.
- **Enhances** [Telephone callback requests](RTC-009.md): A telephone menu integration can create callback requests.

## 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.