IVR Routing workflow samples

IVR Routing includes a variety of sample workflows. These workflow samples are based on common business scenarios. They not only demonstrate how IVR Routing can be used to efficiently direct calls to appropriate queues but, because they can be imported directly into your IVR Routing application, they save you the time of creating your own introductory workflows.

The sample workflows create a basis upon which you add elements to fully customize your IVR Routing solution. For example, if you want to be able to access a database of customer phone numbers, you will need to create the database and make it available to your workflow. Each sample workflow description below includes recommendations for workflow configuration optimization.

Generic prompt messages are included for applicable workflow samples.

IVR Routing gives you access to the following sample workflows:
  • Schedule with Mode of Operation and Menu
  • ANI and DNIS condition with unique menus and a callback option
  • Schedule condition followed by DNIS and Language with Shared Menus
  • Outbound workflow with Excel
Some sample workflow contain Menu activities. The Menu activity prompts callers with messages and manages routing based on caller input. Besides the options you configure and add in the Menu, there are three default branches included in all Menu activities: Timeout, Invalid, and Failure. These branches cannot be deleted and function as follows:
  • Timeout: Calls are routed to this option if the caller does not respond to a request within the time limit allowed, as configured for the Main Menu in the Properties pane, under Options. A default timeout message plays and the caller is returned to the Main Menu. You configure the number of times the call is returned to the Main Menu, after failing to respond to a request within the set time limit. If the caller exceeds the number of attempts, the call proceeds to the Failure branch.
  • Invalid: This branch works similarly to the Timeout branch except that it channels callers that have entered invalid response digits. There is a default Invalid number message that plays.
  • Failure: Calls are routed to this branch if the maximum Timeout or Invalid attempts are reached. Calls that enter the Failure branch are, in most samples, transferred to the Operator. If the Operator is unavailable, the call proceeds to the Hang up activity. If you want a message to play in this branch, you must configure and add one.
Note:

After importing the sample workflows and assigning them to devices they will be 'live' in your system. Any modifications to the workflows will affect your IVR Routing system. For example, if you put a port into Emergency Mode using the Sample Management Plan workflow that port will indeed go into Emergency Mode.

↑