How to create a scenario to receive calls

When an incoming call arrives, it first goes through a call scenario.
The call scenario will define the actions when receiving a call. 


To do this, go to the menu "Settings" > "IVR & call scenarios" and click  Crea scenario

The scenario allows you to define several actions including:

  • Answer ;
  • Distribute the call in a distribution queue;
  • Play a sound (pre-answer message for example);
  • Set call forwarding conditions.
  • Call another user;
  • To hang up.

Each action of a scenario allows its own function. The scenario is therefore a path of action that you will define. The order of the actions is decisive because some actions take the call out of the scenario.

Configure the 'Distribute' action

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To send calls to a distribution queue, simply select the desired queue from the drop-down menu of the 'Distribute' action.

Warning: if your distribution queue is closed, the scenario will move to the next action

By using short numbers, you also have the possibility of setting up a specific action in the event of exceptional closure of the queue (forwarding to another number, forwarding to a mailbox, etc.).
This action can be likened to call forwarding if not accessible.

Configure the 'Play sound' action

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A drop-down menu allows you to select the MP3 file that will be played by the system.
See also How to import a sound

Configure the 'Call a user' action

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A drop-down menu allows you to select the user to contact.

NB / only one user can be contacted per action, if you want to set up an escalation system you must add as many actions as users (call user 1 then call user 2 etc ...).

Configure the 'Transfer' action

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This action allows you to add call forwarding conditions, either for a specific date, a period or defined days and times.

It then remains to select the number to which the calls will be forwarded according to the defined conditions.

Configure the 'Detect a DTMF' action

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DTMF? What is that ?

DTMF (Dual-Tone Multi-Frequency) signaling is a system by which audible tones are used to represent buttons on a keypad.
DTMF codes are used here to build interactive voice servers (IVR).

"To contact the order department, type 1 - to contact the delivery department, type 2..."

To use this action, we invite you to contact the support department, which can assist you in setting up your IVS.