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1. Description

Task of the flow:

After the call is accepted by the subscriber, play him a greeting file with a suggestion to select a number to continue the conversation. Depending on the choice, redirect to an operator, or queue, who is competent on the selected matter.

1.1. Flow example

An example flow can be seen in Figure 1.

Fig. 1. The flow of a simple IVR menu

For convenience, you can download the completed json file,, which is attached below, and import it. 

1.1.1. Flow description

Component 

Block of component

 Component parameters

Description

Start


Start component
Answer

Connect subscriber to the system
Playback

Play audio file at the start of a conversation.

This requires:

  • in the "File type" field, select the file that will be played to the subscriber;
  • switch "Get digits" to the active position;
  • in the field "Set result to variable" enter the name of the variable into which the values will be written - getIVR
Switch

Branch to multiple options.

This requires:

  • in the "Variable" field, call the variable in which the subscriber's choice is written - ${getIVR}
  • in the "Cases" field, enter the options to which the branching will be carried out  - 1,2,3.

Bridge

(branch 1)

Branch 1 is executed when the subscriber has pressed 1.

Connect to the number specified in the "Extension" field - 105.

Hangup

(branch 1)

End the call

Join Queue

(branch 2)


Branch 2 is executed when the subscriber has pressed 2.

Redirect the subscriber to the "Telemarketing" queue

Hangup

(branch 2)

End the call

Join Queue

(branch 3)


Branch 3 is executed when the subscriber has pressed 3.

Redirect the subscriber to the "Offline queue" queue

Hangup

(branch 3)

End the call

Playback

(branch 4)

Branch 4 is executed when the subscriber has not made a choice within the time specified in the previous "Playback" component ("Timeout" field).

Play a file, for example, "make your choice".

This requires:

  • in the "File type" field, select the file that will be played to the subscriber;
  • switch "Get digits" to the active position;
  • in the field "Set result to variable" enter the name of the variable into which the values will be written - getIVR
  • press the "Add limit" button and in the "Max" field enter the number of possible passages, for example, 3.

Go to

(branch 4)

Optional transition to the "Playback" component

"Hangup

(branch 4)

End the call
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