IVR Workflow

The following example helps you to understand the IVR workflow.

For an example, User has called DNIS, which is related to Accounts profile. IVR Flow followed is Monday-Friday Schedule. User has selected Digit #5 (AG_WG_Transfer) → Digit #2 (Agent Transfer Menu) → Digit #1 (AT_UserQueue) → Call is transferred to User1.

IVR flow: Accounts|Monday - Friday|AG_WG_Transfer|Agent Transfer Menu|AT_UserQueue

Profile Name: Accounts

Schedule Name: Monday-Friday

Exit Path: User Queue: User1

Completion Type: Transferred

Queue: User1