The most commonly used IVR application use cases are Welcome, System Checks, Bulletin Treatment, Menu, Language Selection, Simple Queue, Queue with Bulletin Check and Callback, and Callback Treatment. Use the BFs located in the Toolbox to create the Use Case call flows.

Welcome

The Welcome use case is used at the beginning of an IVR application to welcome and thank the caller for calling (see image below). The Welcome application:

  • Answers the telephone.
  • Plays a welcome message

System Checks

System Checks are used to redirect calls to a message centre during times when Agents are unavailable to receive calls (see image below). The application identifies calls coming in during holidays, after hours, and when Agents are either unavailable or there are no Agents signed in. The System Checks application:

  • Answers the telephone
  • Includes different connections based on time, date, and day
  • Plays an appropriate message and takes action based on whether the call is received during business hours
  • During business hours, plays a message and transfers calls to an Agent
  • Outside business hours or when no Agent is signed in or available, plays an appropriate message, transfers calls to the message centre, hangs up, and quits.

Bulletin Treatment

Bulletins alert callers about exceptional conditions (see image below). The Bulletin application:

  • Answers the telephone
  • Plays an appropriate message
  • Captures voicemail and transfers it to the appropriate mailbox.
  • Ends the call

Menu

A Menu provides callers with a list of choices (see image below). The Menu application:

  • Answers the telephone
  • Plays a message providing Menu options and takes action depending on the selection made. Also takes appropriate action for invalid or no selection.

Language Selection

The Language Menu provides callers with a list of language choices in a multilingual application (see image below). The Language Menu application:

  • Answers the telephone
  • Plays a message providing Language options and takes action depending on the selection made. If no selection is made call is transferred to default queue

Simple Queue

A Simple Queue puts a caller on hold for specified duration while the caller is waiting for an Agent (see image below). The Simple Queue application:

  • Answers the telephone
  • Plays a series of prompts and music while the Agent is unavailable

Queue with Bulletin Check and Callback

The Queue with Bulletin Check and Callback allows callers to leave the queue and take another branch or flow (see image below). The Queue with Bulletin Check and Callback application:

  • Answers the telephone
  • Plays an appropriate message and either continues through the main call flow or redirects to another flow
  • Checks for an available Agent
  • Plays a series of prompts and music while waiting for an available agent or redirects to another flow if no Agents are signed in
  • Redirects flow when caller selects an option from the Key Pressed on Hold Menu

Callback Treatment

Callback Treatment redirects callers depending on the callback digits inputted into the system. The Callback Treatment application:

  • Answers the telephone
  • Plays an appropriate message and requests digit input
  • Plays appropriate prompt relating to digits inputted: successful input, incorrect input with the opportunity to retry, and a wrong input when valid attempts are exhausted

Wait Time In Queue & Conditional

Wait Time In Queue calculates the estimated time in minutes a call will be waiting in the current queue. Variables can be defined that are used to storage the result. Can be combined with Conditional, Conditional (Range), and Speak Phrase BFs. The Wait Time In Queue & Conditional applications:

  • Answer the telephone
  • Calculate the estimated time in minutes the call will wait in the current queue
  • The call is routed appropriately, depending on the defined conditional value or range of values

Speak Phrase

Speak Phrase places a spoken phrase in the call flow and speaks the values stored in variables as part of the phrase. The Speak Phrase application:

  • Answers the telephone
  • Speaks a phrase

Geo-Routing

Geo-Routing routes incoming calls to the appropriate queue based on the caller's location. The ANI of the incoming call is compared against geo-routing rules stored in the database, if the ANI matches one of the rules, the call is routed to the specified queue. The Geo-Routing application:

  • Answers the telephone
  • Compares the incoming call's ANI to geo-routing rules in the database, searching for a match between the NPA or NPA/NXX combo of the incoming ANI and one of the existing rules
  • Routes the call to the queue specified in the matching rule