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Call Flows

Attendant manages three types of call flows (inbound, outbound, and calls to the operator). Configurations for a given call flow type are displayed in the tree view. If you connect to more than one server, call flows for that type (inbound, outbound, or operator) appear in the pane. For example, the inbound call flow tree might contain icons for several connected servers.

If you do not use a command-line switch to select a call flow, the inbound call flow is loaded by default. See Start Interaction Attendant for more information about command-line parameters.

Access to call flows is rights-based. If you do not have rights to edit a call flow type (inbound, outbound, or operator), you cannot view configurations of that type in the tree. See Rights required to use Attendant.

Inbound call flows are most commonly defined. Inbound profiles analyze an incoming call to figure out which schedule best applies. The call is then routed to the most appropriate IVR interaction.
Operator call flows are auto-attendant menus that process calls to the operator. They are similar to inbound call flows, but use different call selection criteria. Inbound call profiles select calls based upon ANI, DNIS, and line information. Operator call flows examine the queue or Attendant profile that the call came from. Operator call flows are managed separately, in their own pane. The nodes that control processing of operator calls are not intermixed with nodes that process other call flows. This makes it easier to visualize and manage operator call processing.
Outbound call flows process calls that have been placed and which are already connected. For example, an Outbound call flow might process a call that Interaction Dialer placed to someone in a contact list. You can connect Custom Outbound Call Schedules to an outbound profile, and then use call analysis information in the schedule to route the call to menus that are tailored to interact with live persons, answering machines, or Fax machines. If the Outbound profile is configured for Direct-to-Queue processing, the connected call is routed to a user, station, or workgroup queue, or to any outbound profile defined for that server. Outbound call flows add a new dimension of call processing capability to the CIC environment.
Email call flows implement simple routing rules based upon the senders' address or domain, or based upon words or phrases used in an Email. Skills and priorities can be set, and routing assigned to selected workgroups. Interaction Attendant provides Email-specific profiles, schedules, and operations

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