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Overview of IVR Script Objects and Operation

IVR scripts define how the Virtual 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.

Overview of Script Object Parameters

Parameters are an object’s instruction set. For example, and depending on the purpose of the object, parameters define which schedule to use, which voice prompt to play, or Internal CRM data to evaluate. The first parameter of all objects is its Label parameter. Each object's Label parameter uniquely identifies that object within the IVR script.

Overview of Script Object Exit points

Exit points are an object’s response to the conditions detected by the object’s parameters. Exit points enable an object to perform different actions in response to differing 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's logic routes a phone interaction to a script object's exit point, and that exit point does not contain any script objects, then the Virtual Contact Center disconnects the interaction.

Overview of 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’s objects. Each script object’s parameters and exit points perform real-time processing of an interaction in response to conditions.

Building a Simple Greeting and Routing Script, on page 1 illustrates a basic IVR script that plays a greeting message and forwards the call to a queue when the call center is open. If the call center is closed, the script notifies the caller and routes the interaction to an off hours voice mail queue.

Note: Effective 8.1 release, we recommend using Set Agent object (Direct Agent Routing) to set up direct access to agents. The Forward to Agent object continues to exist, but not recommended.


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