IVRs

Interactive voice response (IVR) uses keypad tones to route customers to the right agent or department, provide recorded responses for frequently asked questions, and deflect calls by allowing callers to switch the interaction to text. IVR is available on the Talk Professional and Enterprise plans. For more information, see Route incoming calls with IVR in the Zendesk Help Center.

JSON Format

IVR are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
id	integer	true	false	The IVR ID
menus	array	false	false	The list of the IVR menus
name	string	false	false	The name of the IVR
phone_number_ids	array	false	false	The list of IDs of all the phone numbers configured with this IVR
phone_number_names	array	true	false	The list of the names of all the phone numbers configured with this IVR

Example

{
  "id": 10001,
  "menus": [
    {
      "default": true,
      "greeting_id": 10001,
      "id": 10001,
      "name": "Main menu",
      "routes": [
        {
          "action": "group",
          "greeting": null,
          "id": 10001,
          "keypress": "0",
          "option_text": "Support Group",
          "options": {
            "group_ids": [
              10001
            ]
          }
        }
      ]
    }
  ],
  "name": "IVR menus",
  "phone_number_ids": [
    1
  ],
  "phone_number_names": [
    "Main menu"
  ]
}

List IVRs

• GET /api/v2/channels/voice/ivr

Allowed For

• Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr.json \
  -v -u {email_address}:{password} -X GET

Example Response

Status 200 OK

{
  "count": 1,
  "ivrs": [
    {
      "id": 10001,
      "menus": [
        {
          "default": true,
          "greeting_id": 10001,
          "id": 10001,
          "name": "Main menu",
          "routes": [
            {
              "action": "group",
              "greeting": null,
              "id": 10001,
              "keypress": "0",
              "option_text": "Support Group",
              "options": {
                "group_ids": [
                  10001
                ]
              }
            }
          ]
        }
      ],
      "name": "IVR Menu",
      "phone_number_ids": [],
      "phone_number_names": []
    }
  ],
  "next_page": null,
  "previous_page": null
}

Show IVR

• GET /api/v2/channels/voice/ivr/{ivr_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -v -u {email_address}:{password} -X GET

Example Response

Status 200 OK

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Create IVR

• POST /api/v2/channels/voice/ivr

Allowed For

• Agents

Example Body

{
  "ivr": {
    "name": "IVR Menu"
  }
}

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr.json \
  -H "Content-Type: application/json" -d '{"ivr": {"name": "IVR Menu"}}' \
  -v -u {email_address}:{password} -X POST

Example Response

Status 201 Created

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Update IVR

• PUT /api/v2/channels/voice/ivr/{ivr_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR

Example Body

{
  "ivr": {
    "name": "IVR Menu"
  }
}

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -H "Content-Type: application/json" -d '{"ivr": {"name": "IVR Menu"}}' \
  -v -u {email_address}:{password} -X PUT

Example Response

Status 200 OK

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Delete IVR

• DELETE /api/v2/channels/voice/ivr/{ivr_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -v -u {email_address}:{password} -X DELETE

Example Response

Status 200 OK

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}