Examples of call scenarios
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
In the scenario above, all incoming calls are sent to the distribution queue named "Cas ouverture".
As a reminder, in the distribution queue, you will define the distribution mode, the music on hold, the waiting time and the assignment of users.
If your users are absent or unavailable, the caller will have no information since nothing is specified in the call scenario.
Example 2: call & sound distribution scenario
Staying on the same example, the incoming call arrives on the distribution queue named "Cas ouverture"
- If a user is available, the call is distributed as defined in the distribution queue and handled.
- If no user is available, the scenario runs its course and switches to the next action, which is to play a sound.
If I have set a waiting time of 20 seconds in the "Cas ouverture" queue with music on hold, the caller will hear the chosen music for 20 seconds.
In this example, the sound can be a recorded message reminding of opening and closing times.
Example 3: Call distribution scenario with conditions
Transfer under conditions to a number
In this scenario, the call first goes through the transfer action.
The transfer will only take place under the conditions that you have decided.
In this case, if the call takes place on a Wednesday between 9:00 a.m. and 5:00 p.m., it will be transferred to the number called "Fermeture-Hebdo".
The call therefore leaves the scenario and stops there.
If the call takes place on a day other than Wednesday or on a Wednesday outside the 9:00 a.m. to 5:00 p.m. time slot, the transfer condition is not met.
The scenario therefore moves on to the next action which is the distribution of the call as defined in the "Cas ouverture" distribution queue.
From this step, we return to the sequence of example 2.
This type of scenario is applicable to define weekly closings.
The transfer conditions can be defined on days and times, but also on a specific period or date (for public holidays for example).
In this example, we have also defined that every Wednesday, incoming calls would be automatically forwarded to another number called "Fermeture-Hebdo".
"Fermeture-Hebdo" can either link to the number of a colleague who is present that day, or link to the recording of a sound that specifies for example that all offices are closed on Wednesdays.
Conditional transfer to sound
To do this, go to Settings > Manage short numbers
Click on the "Add a short number" button
The short number name can be text. In our example, this short number is called "Fermeture-Hebdo".
To this short number, you will associate a closing scenario that can also be called "Fermeture-Hebdo"
This scenario will play a sound which will in this case be the weekly closing information: message.de.fermeture.hebdo.mp3
All you have to do is transfer the calls every Wednesday, between 9:00 a.m. and 5:00 p.m. to the short number "Fermeture-Hebdo".