How The Example Call Flow Works

This section describes how the worked example call flow handles calls.

Procedure #

1. An inbound call arrives.
2. If the option to play an emergency announcement is enabled (Check Option node:On branch), call flow proceeds to the Play Announcement node, the audio file is played to the caller and then call flow proceeds to the DTMF Menu node.If the option to play an emergency announcement is disabled (Check Option node:Off branch), call flow proceeds directly to the DTMF Menu node.
3. An audio file for the DTMF menu is played. If the caller presses 1, the Sales branch is taken and the call flow proceeds to the Join Sales Queue node. If the caller presses 2 or any other key, the call flow proceeds to the Join Customer Services Queue node.
4. For either queue:
   • If the call is connected to an agent, call flow proceeds to the Connected To Agent node
   • If the queue limit is reached, call flow proceeds to the End Call node
   • If the caller presses a DTMF key to escape the queue, call flow proceeds to the Connected To Agent node.