How to create a scenario to receive calls

Access to the “IVR & Call Scenarios” menu is reserved for administrators of the web2contact account. For a user to access this functionality, you must activate the "Access the Call Scenarios module" right in the "Rights" tab of the "User management" menu.

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  Createbutton

The scenario allows you to define several actions including:

- Answer ;

- Distribute : allows the call to be sent to a distribution queue ;
See : Manage my distribution queues

- Play a sound : allows you to broadcast a pre-answer message for example ;
See : How to set up a pre-answered message

- Transfer to a scenario : send the call to another scenario with the addition of conditions ;
See : How to define transfer conditions

- Call another user : sending the call to a direct line ;

- IVR : allows you to configure an interactive voice server ;
See : How to configure an IVR

- Voicemail : sends the call to voicemail. You receive messages in mp3 format by email ;
See : How to send calls to voicemail

- 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.


For any questions, contact support.