Inbound Processes

An inbound call consists of processes. A process is a set of actions, functions, automation, or conditions.
It allows you to define what happens when a caller reaches out to you. Read about inbound projects in the Inbound Calls section.

Processes

Icon	Process	Description
	Timesheet	Allows you to schedule a process for a specific date or day. If there is a timesheet conflict (for example, one or more timesheets are set to the same date and time), the system will prioritize the timesheet that is at the top of the list.
	Macro	A set of inbound processes that you can invoke by using the run macro command so that you can use a macro in various timesheets or projects.
	IVR	An interactive voice response menu that allows customers to interact with your system through the use of DTMF tones inputted via a keypad.
	IVR button	Add IVR buttons within an IVR process so that you can assign individual voice files and processes to those buttons, triggered when a caller presses the relevant key.
	Wrong number	Defines what happens when a caller inputs a non-existing IVR key.
	Timeout	Defines what happens when a caller timeouts the IVR (makes no selection).
	Queue	Places incoming calls in a queue to be answered after agents finish with their current calls. Learn more about locating the Queue ID in the To Find the Queue ID section.
	Answering Machine	Answers calls when agents are busy so that customers can leave a recorded message. You need to add a playback item before this process, to let callers know they can leave a message. Records dealt with in this way are marked with an Answering Machine disposition.
	Playback	Plays a set sound file.
	Redirect	Forwards a call to a phone number.
	Dial external extension	Forwards a call to an extension.
	Get digits and playback	Customers can provide you with data, for example, a customer identification number, using a keypad. You can also add a recorded voice file before the data is inputted. The data is assigned a variable that you can use in other processes.
	Transferring data	You can refer to variables and forward the data to a specific system via APIs.
	Read-back	Reads a variable’s value back to the customer, for example, a date. If your language is not listed in the Language drop-down list, select Other.
	Set variable	You can set variables.
	Query Data	You can assign field values to variables.
	Disposition	Adds a disposition to the record. No system dispositions can be used.
	Jump	Jumps to a Label process. Processes listed below the Label process are executed.
	Label	You can add a Label process above other processes. Use the Jump process to move to the Label. Processes listed below the Label process are executed.
	If	Examines if one or more conditions are met by comparing a received value and an expected value. Returns ‘true’ if the conditions are met, otherwise ‘false’. You can add up to 5 conditions in an If process and also set an ‘OR’ or ‘AND’ relationship between them. Use the Then and Else processes nested under the If process to carry out different actions depending on whether the returned value is ‘true’ of ‘false’.
	Then	Nested under an If process. When the If process returns ‘true’, processes listed below the Then process are executed.
	Else	Nested under an If process. When the If process returns ‘false’, processes listed below the Else process are executed.
	Switch	You can nest Case processes under this process that are selected and triggered based on conditions.
	Speech to text	Transcribes and converts audio (e.g., speech) to text. It can recognize more than 100 languages and variants. The text can be stored in a variable or read back. The system also returns a confidence value that measures the accuracy of the recognized text. (A higher percentage indicates a greater probability that the recognized words are correct.)
	Default Case	Nested under the Switch process. If none of the conditions set in any Case process are met, the processes nested under the Default case process are executed.
	Case	You can nest multiple Case processes under a Switch process. Examines if a condition set in the Case process is met. If it is, then the processes nested under the Case process are executed.
	Run macro	Triggers a Macro process.
	Cycle	You can add this option so that the menu loops until a given condition is met.
	Hangup	Hangs up the call.
	Voice Record	Starts voice recording if it’s not already enabled.
	Payment Data Request	Enables your customers to enter their payment details (card number, expiration date, CVC) using the phone’s keypad. You need to add variables to this process, which represent the payment details.
	Send Payment Request	Forwards the payment data to the payment gateway. You need to enter variables, that represent the payment validation values (‘OK’/’NOK’/’TIMEOUT’) the system receives back from the payment gateway service. The validation may take a while, so you can also add a hold-on-music or message. If all data is correct, the payment will occur.
	Dialogflow	Triggers a Google Dialogflow process. To learn more about Dialogflow, visit our guide.

Note: Each inbound process is assigned a unique decimal number that is used to identify it and refer to the specific inbound process. See Process ID.

Common Use Cases

Replacing a variable’s value with a substring of another variable

You can use the Set variable process to update a variable.

Let’s assume that you have a variable called ‘variable_asd’ with the value ‘Aft38G’. Let’s assume that you need the substring ’38’ from this variable stored in a new variable.

In this process select SUBSTITUTE instead of =. Then enter:

• input: ${asd} (the previous variable)
• pattern: ^Aft(d+)G
• replacement: $1

In the name of the variable enter your new variable name. You can now test this function!