An inbound call consists of processes. A process is a set of actions, functions, automations 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.
|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.
|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.
|An interactive voice response menu that allows customers to interact with your system through the use of DTMF tones inputted via a keypad.
|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.
|Defines what happens when a caller inputs a non-existing IVR key.
|Defines what happens when a caller timeouts the IVR (makes no selection).
|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.
|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.
|Plays a set sound file.
|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 identificaton 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.
|You can refer to variables and forward the data to a specific system via APIs.
|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.
|You can set variables.
|You can assign field values to variables.
|Adds a disposition to the record. No system dispositions can be used.
|Jumps to a Label process. Processes listed below the Label process are executed.
|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.
|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’.
|Nested under an If process. When the If process returns ‘true’, processes listed below the Then process are executed.
|Nested under an If process. When the If process returns ‘false’, processes listed below the Else process are executed.
|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.)
|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.
|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.
|Triggers a Macro process.
|You can add this option so that the menu loops until a given condition is met.
|Hangs up the call.
|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, which 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.
|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.
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