Basic Functionality of IVR
Once the call route for an IVR application has been decided, the administrator must construct a ‘flow chart’ which reflects the routing and result of the incoming call.
To do this, various ‘blocks’ are added to the flow chart.
These each have their own functionality, for example, a Dial block allows a caller to be put through to another telephone number (internal or external), and a Leave Message block allows a caller to leave a message in a voicemail box.
Each block can be configured uniquely enabling the administrator complete flexibility regarding the call destination and outcome.
Once completed, the relevant calls are routed to the system and into the configured IVR application. The call is passed through the relevant blocks and eventually to the pre-defined destination.
An example of an application ‘flow chart’ can be seen below.
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IVR| what-is-ivr