Defining Inbound Call Flow Scenarios
- 29 Jan 2025
- 5 Minutes to read
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Defining Inbound Call Flow Scenarios
- Updated on 29 Jan 2025
- 5 Minutes to read
- Print
- DarkLight
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This menu determines the route the incoming calls will follow in the Tegsoft system. You can manage incoming calls with different configurations in time conditions. You may not be able to receive calls when you are not working or you may have a different IVR announcement work.
Different configurations can be made for a single number. With the rule sets to be determined here, the incoming call will be directed to the appropriate destination. This target IVR, call queue, can be a direct agent. Special configurations can be determined for your VIP customers.
How to Access the Inbound Calls Menu?
Click on the Infrastructure Management → Inbound Calls tab to access the settings page.
In this screenshot, all the titles to be defined in this menu are given. Detailed explanations of the titles are explained step by step below.
Result Section and Filter Section
With filtering, you can quickly find the result you are looking for. There are many different filter options available.
You can find information about the use of the icons on the left panel in this link.
Extension Definition
| Field Name | Explanation |
|---|---|
| Route name | This rule set should be given a meaningful name. Multiple rules can be used when managing this area. It is important to give a meaningful name. |
| Priority | The priority determines in which rule set the incoming call will enter first. The priority value of 0 is the first and 100 is the last. |
| Destination type / Destination | If a call follows this rule, it specifies the destination from this field to which the call will be forwarded within the system. Destination type and then destination information must be entered first. For example, Destination type= "IVR" , Destination= "Customer non-work IVR" |
| Id | This area will be filled automatically, after saving. |
Extension Rules
| Field Name | Explanation |
|---|---|
| Caller Id | If you want to receive calls only from specific numbers, you can define these numbers in this field. |
| Called (DID) | If you have more than one number and you will define different rule sets for them, you must define the appropriate telephone number in this field. |
| Trunk | If you have more than one trunk and you will define different rule sets for them, you must define the appropriate trunk id in this field. |
| Call profile | If you have more than one call profile and you will define different rule sets for them, you must define the appropriate call profile id in this field. |
| Time condition | Time settings allows us to separate the time into specific groups. When you define the different time groups you work with as time conditions to the system, you can run the Tegsoft system in accordance with your working style in these time groups. You can find detailed information on the link. |
| Contact condition | This field should be used if a special group or a rule set for certain customers will be determined for incoming calls. There are two options, "Known contact" "Unknown contact". The appropriate one should be chosen. You have to choose this special group in the combobox next to it. |
| TRANSFERCONTEXTID | Manages transfer routes through profiles for outbound calls with transfer permissions. Authorized users can transfer calls to external GSM numbers using key combinations (e.g., 2 or ##), based on server settings. |
Extension Later
| Field Name | Explanation |
|---|---|
| Music On Hold | Specifies the Hold Music played to the customer during call transfers. |
| Voice Recording Prefix | Defines the prefix added to recorded audio files. |
| Start Recording | Determines whether the call will be recorded. |
| Display Name Prefix | Defines the prefix added to display name during call transfers. |
| Max Channel | Sets the maximum number of simultaneous calls allowed for this role. |
| Requires account code | Indicates whether an account code is required. |
| Saving contact | Determines how the phone number of an incoming call will be processed in the contact card. Create new contact: Always create a new contact card. Create new contact or update: Creates a new card if none exists or updates the existing one. |
| Contact Group | Assigns the contact card to a specific group. |
| Notes | Notes related to this rule |
| callerIdServices | Determines if a contact card opens for inbound calls based on the caller's number. Enable: Always opens the contact card. Disable: Never opens the contact card. Disable if multiple contacts: Opens only if the number matches a single contact. (Default: Enabled) |
Authorized Users
In this section, users who need to view or edit the rule can be authorized. If authorized users need to be selected and assigned one by one, the > icon is clicked. If all users are to be authorized at once, the >> icon is clicked.
The user information in this area will come after the save process.
The following operations must be done
Generally, two different IVR scenarios are used for the inbound center. One for working hours, the other for non-working hours. IVR that directs callers to queues during working hours. IVR stating that the system does not work during these hours during non-working hours. For the definitions to be made here, this separation is made with the time condition.
The following information refers to the fields that should be filled at least when defining the Inbound Call Scenarios. To define a more complex Inbound Calls, consider the field descriptions above.Below are two examples for working hours and non-working hours. Since these two examples cover the hours you worked and the hours you did not work, they would include all days(weekdays-weekend).
Example 1- Defining Inbound Calls for working hours
1-Inbound Calls must be given a name.
2-A priority order should be determined.
3-A destination type must be chosen. (Generally, the working hours you use for the company are selected by IVR.)
4-The time condition should be determined. Out of period - non-working hours is selected in the example. This means that this rule works during your working hours. Details are available in the time condition article.
5-You have not specified a caller id, all customers can call.
6-Priority is written as 50. If you want call to go to this rule first, the priority must be greater than 50 in the rules to be defined later.
Example 2- Defining Inbound Calls for non-working hours
1-Inbound Calls must be given a name.
2-A priority order should be determined.
3-A destination type must be chosen. (Generally, the working hours you use for the company are selected by IVR.)
4-The time condition should be determined. In period - non-working hours is selected in the example. This means that this rule works during your non-working hours. Details are available in the time condition article.
5-You have not specified a caller id, all customers can call.
6-Priority is 55. If you want call to go to this rule first, the priority must be smaller than 50.
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