IVR Campaign Configuration Guide (Voice)

This guide explains how to configure an IVR-based outbound campaign in Expertflow CX. IVR campaigns dial contacts automatically and connect answered calls to an IVR script instead of a live agent.

Configuration overview:

1. CX Environment File — create cx_env-{Domain}-{DN}.lua on the Media Server for your destination number.

2. Outbound IVR Dialplan — create the dialplan that routes answered calls to outboundIvr.lua.

Configuration

1. CX Environment Configuration File

Each outbound IVR destination number needs a matching environment file on the Media Server. The file name must follow this pattern:

cx_env-{Domain-Name}-{DN}.lua

Example path:

/usr/share/freeswitch/scripts/cx_env-chatsolution-6543.lua

Create the file

1. SSH into the Media Server and switch to root.

2. Create the file for your domain and destination number:

   vi /usr/share/freeswitch/scripts/cx_env-chatsolution-6543.lua
   

   Replace chatsolution and 6543 with your domain and DN.

3. Paste the following configuration:

local config = {}

local domain = session:getVariable("domain_name")
local cxFqdn = ""
if domain == "expertflow" then
    cxFqdn = "https://efcx4-voice.expertflow.com"  -- set Default Domain here
else
    cxFqdn = "https://" .. domain .. ".expertflow.com"  -- set Tenant based Domain here
end

config = {
    -- Set to NAME or ID depending on whether queue field contains name or ID of queue
    queueType = '',
    -- Name or ID of queue to reserve agents from
    queue = '',
    -- NOTE: Keeping queue and queueType as '' will cause CX to use the default queue set in the CX Voice channel

    -- FQDN of EF CX
    cxFqdn = cxFqdn,
    -- API of voice connector for reserving an agent
    -- Path of folder containing sound files that play during the IVR menu, DO NOT CHANGE
    ivr_prompts_folder = "/usr/share/freeswitch/sounds/ivr_prompts/",

    auth_enabled = false,
    auth_realm = "expertflow",
    client_secret = "ef61df80-061c-4c29-b9ac-387e6bf67052",
    client_id = "cim",
    username = "voice_auth",
    password = "1234"
}

return config

4. Save and exit (Esc, then :wq).

5. Verify the file:

   cat /usr/share/freeswitch/scripts/cx_env-chatsolution-6543.lua
   

When to change variables

Create the file first. Only update values if your environment requires it.

2. Outbound IVR Dialplan

Create a dialplan on the Media Server that routes answered outbound IVR calls to outboundIvr.lua.

1. Log in to the Media Server web interface.

2. Open Dialplan → Dialplan Manager.

3. Click Add to create a new dialplan.

4. Fill in the form:

   • Name = outbound-ivr

   • Condition 1 = destination_number with value ^(6543)$ (replace 6543 with your DN if different)

   • Action 1 = select the first item from the list (temporary; replace after saving)

5. Click Save, then re-open the dialplan.

6. Delete the temporary Action row (select the checkbox and click Save).

7. Add the following rows and save:

• Set Context to global.

• Set Domain to global.

• Set Continue to False.

The configured dialplan should look like this:

<extension name="outbound-ivr" continue="false" uuid="0a662ef8-b653-4424-9272-f1e9d448d24a">
	<condition field="destination_number" expression="^(6543)$">
		<action application="set" data="sip_h_X-Destination-Number=$1" inline="true"/>
		<action application="lua" data="outboundIvr.lua"/>
	</condition>
</extension>