Series: Architect tutorial for beginning users

Lesson 2: Create the initial flow and add menus


To manage the increasing volume and variety of calls, PureCloud Animal Care wants to implement a simple auto-attendant menu. This menu includes an emergency menu that transfers the call to the appropriate doctor after the user confirms that the call is a pet-related medical emergency. The menu also contains a non-emergency main menu that provides additional options for callers.

Objectives

  • Create a call flow.
  • Set up an Emergency menu and create transfer actions for emergency and non-emergency calls.
  • Create the main menu and add actions.

Estimated time to complete: 10 minutes

Prerequisites

  • Complete lesson 1.
  • Review Architect concepts.
  • Ensure access to at least two configured PureCloud users.
  • Have a telephone number appropriate for tutorial testing, such as a mobile phone or direct line, to which you can transfer calls.
  • Download example prompts.

Additional resources


Emergency Starting Menu:

Reusable menus:

Transfer to Grooming Salon design area:

Tasks

Create the call flow, set up an Emergency menu, configure an emergency calls transfer action, and create a Main Menu.

First, create the main call flow that PureCloud Animal Care presents to callers.

  1. From the Inbound Call Flows tab, click Add. The Create Flow dialog box opens.
  2. In the Name text box, type PureCloud Animal Care.
  3. In the Description text box, type Main call flow.
  4. Click Create Flow. The call flow’s Inbound Call Flow page opens.


Next, configure the main menu’s initial greeting and menu prompt. Callers hear the initial greeting only once, when they enter the IVR for the first time. The menu prompt plays each time they reenter the menu. The main menu is located directly under the Starting Menu area to the right of the Architect Toolbox. We also remove the default Disconnect action, which we do not need in our call flow.

  1. In the Starting Menu area, click Main Menu.
  2. In the Starting Menu design area, change the name to Emergency Menu.
  3. In the Initial Greeting text box, override the default TTS prompt and type prompt.PCACInitialGreeting.
  4. In the Menu Prompt area, override the default TTS prompt and type prompt.PCACEmergency.
  5. Leave the remaining settings unchanged.
  6. In the Starting Menu area, click the Disconnect action.
  7. In the Disconnect action design area, click the Delete (red trash can) button to remove the action from the call flow.


In our scenario, the on-call doctors for PureCloud Animal Care share a designated mobile phone. When veterinarians are on call, they take possession of the mobile phone during the shift. For this lesson, we use a fictitious phone number. If you perform this task in your environment, then use a number relevant to your company or situation.

Note: Remember that the prompt for this action directs the caller to press 1 or say “yes” for emergency calls, so we set up an option for dialing 1 as well as speech recognition for the word “yes.”

  1. From the Toolbox, expand the Transfer category and drag a Transfer to Number action below the Emergency menu.
  2. In the Transfer to Number design area, complete the following steps: 
    1. Change the Name to Emergency call.
    2. Click the DTMF dialpad and then click 1.
    3. In the Speech Recognition box, type Yes.
    4. In the Number field, type a telephone number appropriate for tutorial testing, such as your mobile phone or direct line.
    5. In the Pre-Transfer Audio box, type prompt.PCACOnCallVet.
    6. Leave all other default options unchanged.


For now, we create the basic menu configuration. In a future lesson, we create task and menu actions, and add them to the main menu to complete the flow.

  1. From the Toolbox, expand the Menu category and drag a Menu action into the Reusable Menus area. 
  2. In the Reusable Menu design area, change the menu name to Main Menu.
  3. In the Menu Prompt, type prompt.PCACMainMenu.
  4. Leave all other default options unchanged.


Practice

In this section, add a non-emergency menu choice to the main menu, which seamlessly transfers callers to the main menu if the call is not an emergency situation. You also create an appointments menu for the veterinarians on staff and for the grooming salon.

Earlier, we created an action to transfer emergency calls to the on-call veterinarian. Here, we transfer non-emergency calls to the main menu. Callers are only transferred to the main menu if they do not press 1 or say “yes” to indicate an emergency. This action is automatic, and no action on the part of the caller is required.

  • Drag a Jump to Menu action into the Emergency Menu. This action is located in the Menu category.
  • Change the name to Non-Emergency Call.
  • Select a DTMF of 0.
  • In the Menu box, select Main Menu.
  • Leave the remaining settings unchanged.


PureCloud Animal Care has two veterinary specialists on staff, as well as a grooming salon. The vets, Dr. Hounds and Dr. Baskerville, each have their own appointment schedulers, and the grooming salon has a separate phone number. Add an appointment menu to the reusable menu area, which we will add to the Main Menu in a future lesson.

Add a menu action to the Reusable Menus area and do the following:

  • Change the menu name to Appointments.
  • Add the prompt.PCACAppointmentMenu menu prompt.
  • Leave the remaining settings unchanged.


Here, we add transfer actions to send callers to the respective veterinarians or to the grooming salon schedulers to make an appointment. 

  1. Drag a Transfer to User action below the Appointments menu and complete the following steps:
    1. Change the name to Dr. Hounds (or an appropriate configured user in your organization).
    2. Assign a DTMF of 1 and add the selected user’s name as a speech recognition term.
    3. Add the prompt.PCACRepresentative for pre-transfer audio.
    4. In the User box, select the appropriate configured user for your organization.
    5. Add your choice of TTS for failed transfer audio.
    6. Leave all other default options unchanged.
  1. Repeat step 1 for Dr. Baskerville, or another configured user in your organization, with the following changes:
    1. Change the name to Dr. Baskerville (or another appropriate configured user in your organization).
    2. Assign a DTMF of 2 and add the selected user’s name as a speech recognition term.
    3. In the User box, select the appropriate configured user for your organization.
    4. Add the same pre-transfer audio prompt.
    5. Add your choice of TTS for failed transfer audio.
    6. Leave all other default options unchanged.
  1. Drag a Transfer to Number action below the Appointments menu and complete the following steps:
    1. Change the name to Grooming Salon.
    2. Select a DTMF of 3 and add Grooming Salon as a speech recognition term.
    3. Add a telephone number appropriate for tutorial testing, such as your mobile phone or direct line.
    4. Add the prompt.PCACRepresentative for pre-transfer audio.
    5. Add your choice of TTS for failed transfer audio.
    6. Leave all other default options unchanged.
  2. Save your work.

Add a reporting menu to the reusable menu area, which we will complete and add to the Main Menu in a future lesson.

Add a menu action to the Reusable Menus area and complete the following steps:

  • Change the menu name to Pet Lost or Found?
  • Add the prompt.PCACLostOrFound menu prompt.
  • Leave the remaining settings unchanged.