Feature
Voice barge-in for IVRs
Callers can now speak (or press a key) during the IVR prompt — no need to wait for it to finish.
IVR menus configured with voice keywords now support barge-in: callers can interrupt the prompt mid-playback by speaking a keyword or pressing a digit, and the call routes immediately.
What changed
- Added a Voice Barge-In toggle on IVR Menu nodes in the visual call flow designer.
- The IVR plays the upstream Play Media node's audio in a single continuous stream while listening for speech in parallel — no chunked playback, so audio quality is unaffected.
- DTMF still interrupts as expected.
How to enable
- Open a call flow that contains an IVR Menu node.
- Make sure at least one route has voice keywords configured.
- Tick Voice Barge-In under the Max Retries field.
- Save the flow.
That's it — calls hitting that IVR will now respond to mid-prompt speech.
Why it matters
Callers don't have to listen to a full menu before reacting. For high-volume reception lines, this shaves several seconds off every call and feels much closer to a live receptionist.
Try it yourself
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Posted by SimuWave