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.
|Timesheet||Allows you to schedule a process for a specific date or day.|
|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 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.|
|Transfering 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.|
|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.|
|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||You can use it with labels, and to move to a different process or project.|
|If||An if formula. You can add up to 5 conditions and also set an ‘IF’ or ‘AND’ relation between them.|
|Switch||You can add cases to it that will be selected and triggered based on conditions.|
|Run macro||Triggers a macro.|
|Cycle||You can add this option so that the menu loops until a given condition is met.|
|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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