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 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

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

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

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

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

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.