Clicking on Create / Edit will open up a canvas as shown below. IVR builder offers a complete drag and drop interface along with various modules (or nodes) - each having a different functionality. 

6 Major Components

1. Canvas: The canvas is the working area of the builder, where you build an IVR Workflow by adding nodes to perform actions. As you add various nodes to the canvas and connect them together, you see a visual diagram of your Guided Workflow. 

2. Nodes: These are modules that offer varied functionalities according to the required use cases

1. Add New Node: By clicking on the plus sign (+) you can get a list of actions that can be performed by adding nodes.

2. Manage Resources: By clicking on the Dollar sign you can see all variables being used in the IVR and you can create a new IVR of that you want to use further in IVR.

System variables - 

1. Voice Conversation : This field includes values sent by Voice service providers (Twiliio, Ozonetel etc.). 

Note: Please check if values are being sent by Voice service providers before using them in flows.

Some of the values sent in this fields are - 

I. From / Customer Phone Number - This provides the number from which a call is made.

II. To - This provides the number on which call is made i.e. Voice application configured on sprinklr end which connected to IVR.

III. Direction - It has two values - Inbound and Outbound, depending on if a call request is sent by network provider or sprinklr, if a call request comes from a network provider means it’s an inbound call and if a request is sent from sprinklr then it’s an outbound call.

IV. Call Start Time - This captures the time when voice service providers got the request for a call from either network provider or Sprinklr.

V. Customer Connected - Boolean values to check if customer is connected or not, (needed in Outbound calls, need to confirm first if customer is connected or not).

VI. Country Code / From City / From Country / From State / From Zip - This captures the details sent by the network operator like where SIM is registered to - country, state, city. This depends on Country to Country if this Data can be provided by Network operator due to Privacy Laws.(Note: Check these values before using these fields in the Flow.)

VII. Customer Handle Time - This fields capture the total time the call went on.

VIII. Is Blacklisted Profile - This boolean field is used to capture if Profile from which call is made is blocked or not in Sprinklr. Once we Identify such calls then these calls can be treated differently on IVR.

IX. Blacklisting Reason - This field provides the reason why the profile was blacklisted by the brand.

X. Segment ID / Campaign  - These fields are related to outbound calls which are triggered through campaigns.

XI. Conversation Completion Status - This field captures the current status of call like All Agent busy, Call in Progress, Call Accepted, Offer Accepted etc.

XII. ACW Callback - A boolean field which tells if current call is an ACW callback or not

XIII. Call Sub Disposition / Call Disposition - This field captures the ACW disposition and sub disposition assigned to Voice application / Dialer on which call is being made.

XIV. ID - This field captures the Voice application / Dialer ID from which call is being made.

1. Case : This field includes details of the case with which this voice call is attached to. This field includes the value of Case creation time, Case Assignee, Case Asset ID and all Case custom fields.

2. User : This field includes details of the User to which this voice call is assigned to. This field includes the value of User Asset ID, User Email Address, User Availability status and all User customer fields.

3. Profile : This field contains details of Profile from which call is made / is triggered to. These fields include the value of Profile Asset ID, Profile Created Time, Profile mobile number, Profile email address, Profile full name and all profile custom fields.

4. Voice Initiator : This field captures the mongo id of call initiator

5. Audience Lead : This field captures the audience Lead field defined in Outbound campaign from which IVR is triggered

6. Asset Class : This field has predefined value - VOICE_CONVERSATION

7. Associated to Existing Case : This field is a boolean value, to check if a call is attached to an existing case or was a new case created for this call.

8. Previous Case : This provides the data of previous case if call was Associated to Existing Case (i.e. Associated to Existing Case value should be yes).

9. Voice App ID : This field gives the application ID of Voice application / Dialer from which the call is being made / triggered.

10. Language - This field captures the language in which the IVR is being played.

11. Previous Case Insights : This field captures some important information regarding Previous case like status, creation time etc.

12. Voice Sn ID : This Field has predefined value - SPRINKLR_VOICE

13. IVR User Input : This field captures the last DTMF input taken from the caller. Same value can be accessed in IVR through the DTMF variable as well.

14. IVR Start Reason : This captures the reason, how the IVR was triggered / Started. This field has following values -  

I. New Incoming call

II. Fallback IVR

III. Connect To Ivr

IV. Ivr Conference

V. Ivr Transfer

VI. Blind Transfer

VII. Outbound Call

VIII. Hold IVR