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Auto-attendant is an IVR Applications used to dispatch calls to different agent queues depending on the choice pressed by the caller.

How it works

Let’s say your call center provides different services. You can create an IVR script that plays an audio file telling the caller to:

·       Press 1 if you want billing information

·       Press 2 if you want to check your order status

·       Press 3 for general inquiry

The application has to collect the choice from the customer and route the call to the appropriate queue.

Step 1: Define Prerequisites

Before designing the IVR flow, you need to do the following in advance:

Step 2 : Design the flow

The following figure shows an example of an auto-attendant IVR flow that routes calls to sales queue, support queue or to an agent:

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Analyzing the Tree you may notice when a call gets into the system it performs the following steps:

• Start block initializes the call flow and answers the voice channel if you set Answer to Yes (it’s mandatory to start an IVR flow with a Start block)

• Menu block plays the audio message

• If the caller makes a valid choice, the application will route the call to one of the queues or directly to an agent.

In the following picture, you can see how the Menu block can to be configured:

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If you need to have many calls to be routed inside a Cally Square in e.g. to distribute the calls over several queues, it’s highly recommended to do not use the queue block, in order to lighten the resources use on the system.

First of all check how many channels your server is using by launching this from the Linux CLI:

Code Block
ss -at '( dport = :4573 )' |wc -l

Place the GoTo block in place of queue block (into the already existent Cally Square):

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Then set its parameters accordingly to the needed destination:

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GoTo command require an extension in order to route the call.

So you need to create an extension pointing to the application you need to execute (eg. playback, queue, etc) by using an internal route (you can’t set a GoTo with the queue name because it’s not a valid extension).