Auto-attendant

This kind of IVR Applications is used to dispatch calls to different agent queues. For example your call center provides different services:

·       Press 1 if you want billing informations

·       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 so to route the call to the appropriate queue.

In the picture below you can see a tree example:

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

·       The Start box initializes the call flow

·       The Answer Box answers the voice channel

·       The Menu Box plays the message according to the option menu

·       If the customer makes a valid choice, the Appllication routes the flow to one of the GoTo boxes

·       The GoTo Boxes contain the context name to which the call will be routed

The GoTo box routes the call to the RR-BILLING context. In this context you can call a queue, embed a new IVR, route the call to a fixed extension, or proceed in your Asterisk dialplan as you prefer.