IVR toolkit

The IVR toolkit is a library of actions that your own code calls during a live call. Once a call comes in, your application receives it, then you decide step by step what should happen using these actions.

A typical flow begins with Answer(), then plays a welcome message with Play(), gathers input via PromptDigit() or GatherDigits() and routes the caller with Dial() and Connect(). Each action returns a typed result, so your code always knows what happened and can handle every possible response cleanly.

With the StartStream and StopStream actions, you stream live call audio in real time to any WebSocket endpoint. This way you connect a call with an AI assistant, a speech-to-text engine or your own analytics service, without needing to buffer the audio first or route it through workarounds.

You decide when streaming starts, in which direction the audio flows (from caller to AI, from agent to AI or both at once) and when it stops. The stream runs parallel to your other IVR actions, so you can play prompts, gather input or transfer while the AI listens in the background.

The toolkit is designed for development teams that need full control over call behaviour. Think of SaaS platforms adding voice features to their product, contact centres building their own routing logic and companies wanting to integrate telephony with their CRM, ERP or internal tools.

If you have a team of developers writing backend code, the IVR toolkit gives you everything you need to build professional call flows, from simple menus to complex AI-driven conversations. Documentation, code examples and developer support are included, so your team becomes productive quickly without having to work out an integration pattern through trial and error.

Every CallFactory feature—such as the choice menu, the queue, voicemail and the voicebot—is built from the same IVR actions documented in this toolkit. The toolkit gives you direct access to those same building blocks, so you work at the same level as our own product teams.

That means anything CallFactory does as standard, your development team can do as well, and often more. You combine standard features with your own logic, add integrations that don’t exist as a standard feature and build call flows that fit exactly how your own organisation works.

Get in touch with us to discuss your needs, then we’ll give your team access to toolkit documentation, working code examples and a development environment. If you need help designing your first call flow, our team advises on architecture and best practices we see working at similar implementations.

For organisations needing full capacity and isolation, dedicated IVR servers is the natural next step, where your custom call flows run on an environment reserved entirely for you.