Root

Starting Step 

Announcement

It is step in which determined entrance announcement is added (The announcement of welcome to X company)

Dialing 

It is the step in which the dialing announcement is added. Customers are diverted to divisions they demand after this step. (the Announcements of Dial 1 for Order, Dial 2 for Technical Support and please wait for connecting to Customer Representative)

Go to

Routing to a different IVR or step can be performed through this step.

Line

Queue selection that is desired for the call to come is performed.

Alias(Internal) Optional Queue  

It is the step selected in the determined line, giving priority to internal.

User Preferred Queue    

It is the step selected in the determined line, giving priority to the user.

Transfer    

It is enabled in this step to route calls to another number.

Transfer to variable

Routing calls to determined variables.

Internal Transfer

It is the step used in order that call centers render service out of more than one tenant can transit calls one another, and that branches can do to each other or to the center.

Alias Transfer 

It is the step in which the determined alias (IPPhone) call is transferred.

Alias Dialing 

It enables calls to be transferred to dialed alias numbers.

Internal Transfer 

It is the step in which call is routed to the determined alias number.

Transfer to user

It is the step in which call is routed to the determined user.

Close

It is used to end a call after any step desired.

Macro

Call back 

Informing missed call details as via e-mail

Voice Mail 

It enables customers not to reply to leave his/her calling reason as voice record and records come via mail.

Time Control 

This is the step in which calls can be routed to different fields in a certain time interval. 

Day Control

In this step, to which step inbound calls in determined day range and inbound calls in non-selected days go.

Variable Definition

In this step, variable definitions are made and they are determined as temporary or permanent information (like credit card definitions).

Result Code Definition

It is the step enabling customers to give points by dialing in calls having satisfaction or etc. content realized by the system.

Web Hook

This step enables such operations as sending value to web services prepared by customer solutions and receiving results and routing to different steps in IVR according to results or text reading in such solutions as credit cards developed in IVR, vendor inquiry, order status inquiry.

Satisfaction Survey Question

It is the step in which surveys can be applied to customers by using Interactive Voice Response.

Distribution Group

It is enabled that inbound calls can be sent to the defined IP Phones.

Call Notification

It is the step in which users using IP Telephone are triggered according to selected notifications events, and web service prepared by customer and defined with Web hook with respect to call status is triggered.

Text Reading 

It is used to read answers of customers returning from web service (for example, where is my freight?)

Voice Recognition

It is used to define values in grammar formed. (Service? "XXXXX" )

Conditional Routing

It enables calls to be sent to a specified step of IVR according to answers coming back from variable, or to standard answers coming back from web services prepared by the customer (for example, Cancel, Order is being prepared, In shipment).

Calling Number Control

It is used to proceed another step in the direction of details such as how many times the calling number has called, in which minutes it has called, from which Queue it has called, whether there are missing calls or not.

Transfer to last one spoken

It enables a call having come before to be routed to the customer representative with which last conversation was made.

Starting Voice Record

Dialing

It enables us to determine after which step in the IVR call record should be started.

This step enables us to use IVR integrated with Dialing mobile application.