An incoming call is routed through various modules that build the call flow. They are like building blocks which enable you to build anything you want in your call flow. These are the available modules:
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This article introduces the ten module types and it will link to further articles for more insight. Before getting started, make sure to familiarize yourself with Triggers, Queues, agents and Schedules, as our modules continuously interact with these tools. To get to know their relationship with each other, we suggest reading this article: Setting up a call flow with switches.
After introducing these ten modules, this article also gives a short outlook why it might make sense to add local Automations to modules.
Switch Node
You can imagine a Switch Node as a small program that makes numerous decisions based on a set of rules, all within a few milliseconds.
Similar to an intersection with roads going heading in different directions to different destinations. Maybe you want to see your grandma? Or perhaps you want to go and buy a new chair? What's triggering your decision? Your grandma called and said she prepared your favorite cake - so are you hungry? Or maybe your back hurts terribly because your old chair broke? Where you go depends on the conditions and their priorities at the moment you reach the junction.
The Switch Node can be fed with certain Triggers comparable to decision points at an intersection. Whatever way the call goes after entering the Switch Node depends on the testing of certain predefined conditions in these Triggers: Is the caller reaching you within or after business hours? From which number is the caller reaching the line? Is an agent enabled? You can define as many conditions as you want and you can even test customer inputs in connection with the Input Reader. This leads us directly to the next module.
Implementation example:
Out of hours and holiday messages in call flows
Input Reader
An Input Readers enables you to store the inputs a customer makes. For instance, you ask the customer to select a language or to choose which type of problem they have. This module plays a prompt, stores the answer of the customer and offers a great range of settings and therefore lots of flexibility. Input Readers always work together with a Switch Node which reads the customer's selection, and forwards the call accordingly. Here are a few examples to make it less abstract:
Implementation examples:
How to configure an IVR Input Reader to store an input variable
How to use Input Reader variables in Triggers for agent selections
Speech to text (SST)
Similar to the Input Reader, the Speech to text module allows you to store a customer input. However, instead of having to type the answer, you can offer the customer to choose between manual or voice input.
Implementation example:
Text to Speech and Speech to Text modules
Automatic Call Distribution (ACD)
Even if you decide against a Switch Node in your call flow or you don't neither Input Reader nor STT, you will always need the Automatic Call Distribution (ACD) module. ACDs route a call into the call queue (customers may hear a prompt while waiting), and is therefore partially responsible for selecting the right agent to talk to the customer. In the most basic call flow, you will only need to configure a queue within this application module and connect it to a phone number and your team can start taking calls.
The rules for selecting certain agents are defined in the queue settings, but without the ACD you would never get the customer's call to the point of being selected at all. The ACD also defines what's happening to a call that is not answered by one of your agents. You could for instance forward the caller to a 'sorry' prompt. This takes us to the next module type: the Audio Player
Implementation example:
How to create a wait or queuing experience
Audio Player
Prompt Players are what they seem to be (no hidden features): they simply play an audio file. They don't do anything else. Therefore, they are usually linked to other module types, except if they end a call, saying good-bye to the customer. Often, Prompt Players will welcome a customer before they are forwarded to the queue, and they are in many cases followed by an ACD (playing the queue wait music).
Implementation example:
How to create a wait or queuing experience
Text to Speech (TTS)
Similar to the Prompt Player, the TTS module plays an audio. However, instead of playing an audio file that has been uploaded and connected to this module, the TTS reads a text you defined in the module. Check it out, you can choose the voice that reads your text.
Implementation example:
Text to Speech and Speech to Text modules
Transfer
This module has two great functionalities. You can either use it to forward calls to a direct line (for instance a desk phone or a mobile) or add the number of your outsourcing partner. If you just want to set up a direct line to each of your office employee or have an overflow to your outsourcer after a certain time - that's the way to go.
You simply add the target number which can even be a Agent ID number (SIP ID). You can define how long the caller is allowed to wait and if you want to, the caller can even hear music or an announcement. As the Transfer module works similar to any other module, it can be integrated into any call flow, either at the beginning, in the middle or at the end.
Watch out - Transfer does not work with Browser Phone!
Agent Queue Experience
This is a small but useful module that makes it easier for agents working in multiple regions or for multiple brands to recognize a caller's origin. For instance, if an agent picks up the phone, the Agent Queue Experience tells the agent which language the caller speaks. This module is used within the ACD module.
Voice Recording
In case all your agents are busy or a caller reaches your line after business hours, a Voice Recording module makes it possible to store any voice message of your customers. They can easily be set up at the end of any call flow and later be stored in your internal systems.
Implementation example:
How to get voicemail recordings into your Helpdesk using Global Automations
Simple Menu
A simple menu offers limited options for customers to make a selection. It is the simpler version of an Input Reader and can be used to directly route calls to another module after a selection was made. Think of it as a simplification of both an Input Reader and a Switch Node. The caller enters a numeric option and is routed to one of a few predefined modules based on this option.
One disadvantage is the lack of a 'barge-in delay'. This means that customers cannot interrupt the prompt by pressing the number of their choice - they always have to wait until the end of the prompt. With Input Readers however, barge-in can be configured.
Actions in modules
A small tip at the end of this article: you can perform actions within every module, regardless which type. For example, you can update a ticket, set a tag, end a call as soon as the call hits a certain module - this feature can be very useful and in some cases even necessary. Just browse through the possibilities of actions and try them out!
Implementation examples:
How to add voicemail recordings to tickets
