Overview of IVR script objects and operation

8x8 Contact Center IVR scripts define how 8x8 Contact Center processes an inbound phone interaction. The contact center administrator, guided by the center's business requirements, constructs an IVR script by choosing scripting objects to define the automated processing of your inbound calls.

Types of IVR script objects

IVR scripts consist of an ordered series of script objects. Each script object includes parameters and exit points.

  • Parameters: Parameters are an object instruction set. Depending on the purpose of the object, parameters define what schedule to use, voice prompt to play, or Local CRM data to evaluate. The first parameter of all objects is the Object Tag, which uniquely identifies that object within the IVR script.
  • Exit points: Exit points are an object response to the conditions detected by the object parameters. Exit points enable an object to perform different actions in response to different conditions. For example, an object can route or otherwise process an interaction in one way when the contact center is open, and process the interaction a different way when the contact center is closed. When designing an IVR script, note that if a script logic routes a phone interaction to a script object's exit point, and that exit point does not contain any script objects, then the 8x8 Contact Center disconnects the interaction.

IVR script operation

When a new phone interaction arrives, the channel hands the call off to the top-level MainIVR script object. Beginning at MainIVR, the interaction begins flowing through the IVR script objects. Each script object parameters and exit points perform real-time processing of an interaction in response to conditions. For a basic IVR script that plays a greeting message and forwards the call to a queue when the call center is open, see IVR Phone Script Examples for building a simple greeting and routing a call to a queue. If the call center is closed, the script notifies the caller and routes the interaction to an off-hours voicemail queue.

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