Interactive Voice Response (IVR) systems have become an integral part of modern communication, streamlining interactions between businesses and their customers. In this article, we'll delve into the workings of our IVR Call Flow technology, exploring its components, functions, and the benefits it brings to businesses and customers alike.
Creating a New Call Flow
1) Click on Create; from there, you name the Call Flow, add a Description, select a Lead Type, and the Default Hold Audio.
2) Now your Call Flow has been created, the next step is to build your Inbound Call Flow. To get started, click the icon to the right of the Inboud menu item and select edit
Inbound Call Flow Details Screen
The Inbound Call Editor allows you to drag and drop modules from the left-hand menu to configure a call flow to meet your business requirements for the Inbound stage of the call flow. This will include the greeting message, hold music, conditional settings, and routing rules.
Inbound Call Flow Editing Options:
Note: Add a note to outline the details of the configurations for reference.
Greeting: Play or say a message to the caller
Menu: Allows the caller to select from multiple choices
Play: Play a recording to the caller
Say: Using text-to-speech, say a message to the caller
Gather: Ask the caller for input. For example, ask the caller which zip code they are in.
Condition: Route the call through the flow based on variable values or time of day
Coverage: Put the caller on hold and check if there is coverage to cover the call
Deliver: Send caller to LeadExec distribution system to connect with a client
Dial: Direct the caller to a specific number; this will bypass LeadExec`s Distribution system
Pause: Pause the call
Redirect: Redirect the caller to a different flow
Call Result: Update the call result of the lead
Variable: Set a variable or lead field
Query: contact an external system using an HTTP webhook; this can capture a response and update a variable or lead field
Voicemail: Capture a voicemail; this recording will be stored on the lead record
End Call: End the call; this will terminate any conference or outbound calls currently in place
Outbound Call Flow Details Screen
The Outbound Call Flow editor allows you to drag and drop modules from the left-hand menu to configure a call flow to meet your business requirements for the Outbound stage of the call flow.
Outbound Call Flow Editing Options:
Note: Add a note to outline the details of the configurations for reference.
Greeting: Play or say a message to the caller
Menu: Allows the caller to select from multiple choices
Play: Play a recording to the caller
Say: Using text-to-speech, say a message to the caller
Gather: Ask the caller for input. For example, ask the caller which zip code they are in.
Condition: Route the call through the flow based on variable values or time of day
Connect Call: Connect the call to the Client.
Reject Call: Reject the call to have the system search for the next available client
Pause: Pause the call
Redirect: Redirect the caller to a different flow
Variable: Set a variable or lead field
Query: contact an external system using an HTTP webhook; this can capture a response and update a variable or lead field
End Call: End the call; this will terminate any conference or outbound calls
currently in place
Notes:
It is important to note that the call flow must have both the inbound and outbound configurations fully set up. If the inbound side is configured but the outbound side is not, the call will not process completely.
On the inbound side of the call flow, the Deliver Call node should be placed near the end of the flow so LeadExec can begin the routing process and successfully connect the call.
The outbound call flow must include the node "Connect To caller" to ensure the outbound connection is done once LeadExec has processed the lead for distribution
Each client who should accept calls must also have at least one delivery account configured for the Phone channel. Within that Delivery account, you will need to add the phone number to which LeadExec will send calls.