Inbound Processes

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.

Icon Item Description
icon1 Timesheet Allows you to schedule a process for a specific date or day.
icon1 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.
icon1 IVR An interactive voice response menu that allows customers to interact with your system through the use of DTMF tones inputted via a keypad.
icon1 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.
icon1 Wrong number Defines what happens when a caller inputs a non-existing IVR key.
icon1 Timeout Defines what happens when a caller timeouts the IVR (makes no selection).
icon1 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.
icon1 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.
icon1 Playback Plays a set sound file.
icon1 Redirect Forwards a call to a phone number.
icon1 Dial external extension Forwards a call to an extension.
icon1 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.
icon1 Transfering data You can refer to variables and forward the data to a specific system via APIs.
icon1 Read-back Reads a variable’s value back to the customer.
icon1 Transfer (Deprecated) Can move the menu to a given process based on various rules you set, for example based on the caller phone number, used variable or process id.
icon1 Set variable You can set variables.
icon1 Query Data You can assign field values to variables.
icon1 Disposition Adds a disposition to the record. No system dispositions can be used.
icon1 Jump You can use it with labels, and to move to a different process or project.
icon1 If An if formula. You can add up to 5 conditions and also set an ‘IF’ or ‘AND’ relation between them.
icon1 Switch You can add cases to it that will be selected and triggered based on conditions.
icon1 Run macro Triggers a macro.
icon1 Cycle You can add this option so that the menu loops until a given condition is met.
icon1 Hangup Hangs up the call.

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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