This workflow instructs IVR Routing to direct calls to appropriate queues based on the caller’s telephone number (ANI), the number the caller dialed to reach the contact center (DNIS), and caller-entered responses to menu options. The menu options are unique to each branch, meaning that callers are presented with different menu options based on where their call originated or the number they dialed to reach the contact center. In addition, the customer is offered the option of requesting a callback rather than waiting in queue for an agent. In this example, callers are routed based on their customer status (derived from their ANI) or based on the number they called to reach your contact center, either the Enterprise Business Level or Entry Level Business Software contact number.
- Shows you how to channel callers to queues based on the area from which they are calling. This type of call routing could be beneficial if, for example, you have a sales promotion that is targeted toward particular geographical markets, callers from those areas would be directed to a queue with promotional RADs and agents who have been trained to sell products specifically related to the current promotion. Another useful application for this workflow could be for companies who offer services that are specific to a certain area. For example, a flooring installation company with offices in cities across the country could direct callers based on the city from which they are calling to agents who book in-home flooring consultations.
- Demonstrates how you can set up your IVR Routing system using ANIs to help route customers with specific needs to the agents most suited to assist them. In this sample, a VIP customer calls in and is recognized as such by their ANI, which you have added to the ANI list. They are automatically transferred to an experienced agent with advanced customer relation skills.
- Allows you to send callers to queues based on the number they dialed to access your contact center. This enables callers to be more accurately routed to the services in which they are most interested. In this sample, callers are channeled to either the Enterprise Business Level or Entry Level Business Software queue based on the number they called to reach you.
- Gives callers the option of leaving a message and receiving a callback rather than waiting in queue. Customer satisfaction is improved when callers are offered this enhanced level of control. In addition, the call center operates more smoothly as some calls are diverted during busier periods to be handled during less busy hours
The following figure displays this workflow as it appears when first imported.
Description
The first step in this workflow is an Answer activity. The Answer activity tells the port to answer the call. Until this condition is met, the caller hears ringing.
Following the Answer activity, is an ANI condition that checks the caller’s phone number. We recommend placing the ANI condition near the beginning of the workflow as you can use this activity to initially filter calls based on whatever parameters work best for you, for example, you could filter based on VIP status or, conversely, based on a list of customers with a heightened need for immediate support, such as those with a recent history of dissatisfaction with your product. By filtering these calls based on ANI, you can configure the subsequent workflow sequence to channel these calls to queues that are best suited to their needs.
Within the ANI condition, there are three branches that evaluate the ANI and branch the call based on the results. In this example, the caller is branched, based on ANI, either to the Elevated Support Line branch, VIP Customers branch, or a No Match branch. The Elevated Support Line branch (in this example, used for customers that are in need of immediate, skilled support, as they are currently experiencing difficulties with your product) and the VIP Customers branch each contain a Failure branch which routes the caller to the Operator if the transfer destination is unavailable. We recommend you set up the Failure branch to redirect calls to a dependable, available endpoint.
If the ANI is unrecognized (No Match), the system moves on to check the DNIS (the number the customer called to reach the contact center).
Within the DNIS condition, there are three branches that evaluate the DNIS and branch the call based on the results. In this example, the caller is branched, based on DNIS, either to the Enterprise Business Level Menu, the Entry Level Business Software Menu, or a No Match branch.
The Enterprise Business Level Menu prompts callers with messages and manages routing based on caller input. In this example, it has been configured with two options and customers are prompted to press whichever option suits their needs. IVR Routing then directs the caller to the appropriate queue based on the number they pressed.
- Option 1: Transfers the caller directly to the Support Queue
- Option 2: Transfers the caller directly to the Sales Queue
Options 1 and 2 have a Failure branch. If the transfer destination is unavailable, the call goes to the Hang Up activity.
The Entry Level Business Software Menu activity prompts callers with messages and manages routing based on caller input. In this example, it has been configured with two options and customers are prompted to press whichever option suits their needs. IVR Routing then directs the caller to the appropriate queue based on the number they pressed.
A Queue Condition has been added to this branch to enable the callback request option. In this case, the Queue Condition checks if more than five calls are waiting in queue and if this is the case, the caller is offered the option of requesting a callback rather than waiting in queue. You can alter this Queue Condition as needed.
In the Offer Callback Menu, you configure a message that informs the customer about current call volume and wait times, based on the queue condition you set. There is a sample Default Callback Inbound Voice subroutine included with IVR Routing. You can either use this subroutine with the Callback Request activity or create your own callback subroutine to use with this workflow. For more information about callback plans, see "Configuring callbacks".
If the customer declines the request for a callback, the workflow progresses to the Entry Level Business Software Menu.
- Option 1: Transfers the caller directly to the Support Queue
- Option 2: Transfers the caller directly to the Sales Queue
Options 1 and 2 have a Failure branch. If the transfer destination is unavailable, the call goes to the Hang Up activity.
If the DNIS is unrecognized, the caller is routed down the No Match branch and, subsequently, the Operator.
The last step in this workflow is the Hang Up activity. We recommend you end workflows with a Hang Up activity to prevent errant calls from resting at the end of the workflow and tying up the port until it can reset and disconnect the call.
Additional configuration required
- Associate the workflow to a port (extension) or a hunt group. See "Associating workflows to devices".
- Configure properties for all Transfer activities. For example, the Operator and the Sales and Support queue destination information needs to be added. To do this, simply right-click the Transfer activity in the workflow and specify the Destination in the Properties pane.
- In addition, for the Callback Request activity, you must designate a Callback Outbound subroutine and a destination queue.
- Create prompts (messages) as needed. Generic prompts are included in this workflow but if you want to customize these messages, you will need to create your own and add them to the workflow.