Actions in a call flow
Architect provides action components to help build a road map and define call flow behavior. This road map dictates how calls are handled from the time they enter the flow until the end of the call. A call flow can support such behaviors as playing a menu, transferring a call to an extension, prompting the user for information and transferring the call based on the caller’s input, passing the call to another IVR, and playing a message.
These actions are available from a call flow’s Architect Toolbox. For more information about actions available in Architect’s task editor, see Task editor actions overview. To help familiarize yourself with actions available for a call flow, review the following pages:
|Dial By Extension
|Set up functionality that allows the caller to dial and transfer to a specific extension.
|Create a submenu in the starting or main menu.
|Jump to Menu
|Give callers the option of transferring immediately to a designated menu.
|Give callers the option of transferring to the previous menu.
|Give callers the option of hearing the current menu again.
|Group related steps of a process together, to create a call flow routine.
|Jump to Reusable Task
|Insert a complete task previously configured in the Reusable Tasks area.
|Transfer to ACD
|Use the Transfer to ACD action to transfer a caller into a queuing system.
|Transfer to User
|Transfer a caller directly to a Genesys Cloud user.
|Transfer to Number
|Transfer a caller to an external number.
|Transfer to Group
|Transfer a caller directly to a Genesys Cloud group.
|Transfer to Flow
|Transfer a caller to another call flow.
|Transfer to Secure Flow
|Transfer a caller to a secure call flow.
|Transfer to Voicemail
|Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a Genesys Cloud user’s voicemail.
|Provide callers with a graceful way to exit a menu system by disconnecting the call immediately.