IVR Scenarios Print

Scenario 1

1. The call flow is:

   1. First, call the IVR.
   2. The welcome sound will be played, asking you to enter the 3-digit short number of the extension and to press 0, 1, 2 to get transferred to the desired extension.
   3. If you do not enter the required number or you do not press 0, 1, 2 the options context will be played.
   4. If you press 3 the welcome sound will be played again.
      
      

   You will have to build 2 contexts:
   
   

   1. Main context
      
      
      • Here are the actions for the start option:
        
        
        • Play sound file in background

          Here you will define a message that will be played to the caller. For example:

          Thank you for calling company X. If you know your party's 3-digit extension, please dial it now

          For front desk dial 1, for back desk dial 2, and for the operator dial 0

        • Record digits to variable

          Fill in the options as follows:

          Record 3 digits to variable transfer

          Stop recording after 3 seconds of inactivity

          Play before starting recording - This option is not mandatory.

        • Transfer call to number contained in variable

          Fill in the options as follows:

          Transfer call to number contained in variable transfer

        • Time-interval based context jump

          Fill in the options as follows:

          If in time interval - You must first define the desired interval, for example Full month

          Jump to context - Select Options at option - select start

          Else jump to context - Select main at option - select start

      • The actions for the invalid option are:
        
        
        • Record digits to variable

          Fill in the options as follows:

          Record 3 digits to variable transferext2

          Stop recording after 3 seconds of inactivity

          Play before starting recording - If you wish, it is not required.

   2. Options context
      
      
      • The actions for the start option are:
        
        
        • Play sound in background

          As you wish.

      • The actions for the timeout option are:
        
        
        • Play sound in background

          As you wish.

        • Hangup after [X] seconds

          Define a value, for example 5 seconds.

      • The actions for the invalid option are:
        
        
        • Play sound in background

          As you wish.

        • Time-interval based jump

          Fill in the options as follows:

          Jump to context - Select Options at option - select start

      • The actions for the 0 option are:
        
        
        • Time-interval based call transfer

          Fill in the options as follows:

          If in time interval - Select the Full month interval.

          Transfer to - Fill in your front desk extension's number.

          Else transfer to - Fill in the number of the extension where you want the calls to be transferred to.

      • The actions for the 1 option are:
        
        
        • Time-interval based call transfer

          Fill in the options as follows:

          If in time interval - Select the Full month interval.

          Transfer to - Fill in your front desk extension's number.

          Else transfer to - Fill in the number of the extension where you want the calls to be transferred to.

      • The actions for the 2 option are:
        
        
        • Time-interval based call transfer

          Fill in the options as follows:

          If in time interval - Select the Full month interval.

          Transfer to - Fill in the number of your back desk extension.

          Else transfer to - Fill in the number of the extension you want to get calls transferred to.

      • The actions for the 3 option are:
        
        
        • Time-interval based context jump

          Fill in the options as follows:

          Jump to context - Select Options at option - Select start

Scenario 2

• Change the language of playing sounds.

  To implement this scenario, you have to build one context with the following actions:

  • The actions for the start option are:
    
    
    • Record digits to variable

      Fill in the options as follows:

      Record 1 digits to variable var

      Stop recording after 9 seconds of inactivity

      Play before recording starts - This option is not mandatory.

      This action will store the digits typed by the caller on their phone keypad to a given variable. In our case, it will save 1 digit to variable var. The recording will stop after 9 seconds of inactivity. (The default value is 5 seconds).

    • Set variable

      Fill in the options as follows:

      Associate variable var

      With string pt

      This will replace the content of the variable with a different string. In our case, the var variable will be replaced with pt.

    • Set language to content of variable

      Fill in the options as follows:

      Set language to content of variable 1

      This will set the language of the call to the one we set at step 2. If the IVR is called and 1 is typed, then the language will be set to pt.