Agentless IVR script
This script determines the call outcome.
The blocks function as follows.
|
Block |
Name |
Description |
|---|---|---|
|
Play Audio |
PlayWelcome |
Plays the greeting announcement to the caller. It clears the DTMF buffer prior to playing. It also allows the caller to interrupt the announcement with any DTMF entry. |
|
Menu |
Menu |
Caller hears a menu and is required to choose if he was satisfied and the call can be terminated (Else case) or he wants to continue to a CCaaS agent (press 1). |
|
Agentless Campaign Outcome
|
MoveToAgent |
Routes the call to a CCaaS agent, based on the existing routing properties. |
|
Terminate |
Ends the call in IVR. |