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  • 1.  Controlling IVR Prompt Output to a Queue or Outbound Number

    Posted 5 hours ago

    Greetings,

    I'm trying to find a way to dynamically control where I want a call to go to after pressing an IVR prompt. 

    Sometimes, I want it to go to a queue. But at other times, I'd rather it go to an overflow contact center. 

    Is there a easy way to build that?

    Tim


    #ArchitectandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Tim Kim
    AVP Call Center
    ------------------------------


  • 2.  RE: Controlling IVR Prompt Output to a Queue or Outbound Number

    Posted 4 hours ago

    Hi @Tim Kim,

    One option would be to use a Data Table to determine whether the interaction should be routed to queue X or to a phone number.
     
    This way, you wouldn't need to modify the flow every time you want to change the routing, you would only need to update the Data Table and enable/disable the rule as needed.
     
    After the lookup, you can add a decision to route it through the correct path: Transfer to ACD or Transfer to Number.


    ------------------------------
    Elisson Fernandes
    ------------------------------

    Original Message


  • 3.  RE: Controlling IVR Prompt Output to a Queue or Outbound Number

    Posted 4 hours ago

    Olá Tim 

    -

    I was confused as to whether when you say "dynamically" you mean the customer choosing an option, or if you, as the admin, want to dynamically change the menu options.

    If you are referring to the client, you will use "collect input" in conjunction with "Switch".

    -

    -

    -

    Now, if you're referring to you, the admin, changing the menu, my suggestion is to use a data table. I organized it by menu, for example:
     
    row 1
    Colun1: Main Menu
    Colun2: option 1
    Colun3: option 2
    Colun4: option 3
     
    row 2
    Submenu
    option 1
    option 2
    option 3
    option 4
    ...etc.... 
     
    Boolean variables (true/false)
    And you'll need to assemble the audio as well, since each menu option should be in a separate audio file.
     
    For the assistant: press 1 - prompt 1
    For changes: press 2 - prompt 2
    To create: press 3 - prompt 3.
    to talk agent: press 4 - prompt 4...etc
    for exempl
    Key Op1 Op2 Op3 Op4
    MAIN true true false true

    If(Flow.MenuConfig.Op1 == true,
       "prompt 1 ",
       ""
    ), 

    If(Flow.MenuConfig.Op2 == true,
       "prompt 2 ",
       ""
    )

    If(Flow.MenuConfig.Op3 == true,
       "prompt 3 ",
       ""
    )If(Flow.MenuConfig.Op4 == true,
       "prompt 4 ",
       ""
    )

    Finally, you'll have the audio variable that will be in the collect input, flow.MenuAudio.

    -

    Append(MenuConfig.Op1,MenuConfig.Op2,MenuConfig.Op3,MenuConfig.Op4)

    -

    In this scenario, option 3 will not be mentioned.

    -

    I hope this help



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 4.  RE: Controlling IVR Prompt Output to a Queue or Outbound Number

    Posted 4 hours ago

    Hi Tim,

    As the others have already pointed out, you can use Data Tables if your intention is to be able to change what happens in the IVR with a simple press of a button, or something like that.  (Basically changing a true/false field could change the whole IVR depending on what you build, etc.)

    A different approach, if you wanted to go that way, would be building a secondary IVR to enable/disable things of your main IVR.
    Something like... you call that secondary IVR, and it will say: "press 1 if you want to make changes to the main menu.... Press 2 if you want to make changes to the XYZ menu".
    You press 1, then you get other options: "press 1 if you want to change the destination of DTMF 1..... press 2 if you want to change the destination of DTMF 2.... etc"
    Then let's say you pressed 1 again....  (So at this point you are making changes to option 1 of the Main Menu)... Then you could hear something like: "If you want this option to transfer to XYZ queue, press 1.... If you want this option to transfer to queue ABC, press 2.... If you want this option to transfer to an external contact center XXX, press 3..... etc.

    After the decision is made, you can run some Data Actions to make changes to your data tables for you (which would change the behavior of the main IVR), etc.

    Of course that will take a lot more work, but since I'm not sure of what you need, it could be something that you would want.

    Let's us know exactly what you are trying to achieve if those comments don't help you completely.



    ------------------------------
    Marcello Jabur
    ------------------------------

    Original Message


  • 5.  RE: Controlling IVR Prompt Output to a Queue or Outbound Number

    Posted 3 hours ago

    Hello @Tim Kim.

    To balance this routing dynamically, you'll need to build a dynamic routing strategy and monitor your call center flow using data actions integration and queue statistics.

    Currently, there is no native solution, but there are several ways to build a load balancer.



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


  • 6.  RE: Controlling IVR Prompt Output to a Queue or Outbound Number

    Posted an hour ago

    Hi Tim,

    Agree with Elisson, using a Data Table is probably one of the cleanest ways to handle this type of dynamic routing requirement.

    You could then use a Switch action after the lookup to determine whether to:

    • Transfer to ACD

    • or Transfer to Number

    based on the returned routing type/value.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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