Example of call scenario

Warning: in all the examples below, you must remain vigilant about the order of the actions in the scenario.

Indeed, when a call arrives in a scenario, it will perform the first action defined. If the action is not compliant, the call will go to the second action and so on until it exits the scenario and the call is handled.
So think carefully about what you want beforehand and put exceptional cases first. Certain actions can cause the call to exit the scenario. The actions defined subsequently will therefore not be executed.

Example 1: call distribution scenario

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In the above scenario, all incoming calls from Monday to Friday between 9:00 and 17:00 leave the "HOME" scenario and are sent to the "Open Home" scenario.

The "Open Home" scenario can be used, for example, to distribute calls to selected agents. 

Example 2: call & sound scenario

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Staying with the same example:

  • Either the call arrives from Monday to Friday between 9:00 and 17:00.
    In this case, the call leaves the scenario and is transferred to the "HOME" scenario to be transferred to the "Open-Home" scenario;
    the "Play a sound" action will not be heard.
     
  • Or the call arrives outside the defined days and times.
    In this case, the call remains in the "HOME" scenario, passes the "Transfer to "Open-Home" action as it does not meet the conditions.
    And executes the next action, which is "Play a sound".

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