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Overview of IVR Script Objects and Operation

IVR scripts define how 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.

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.

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 it is not recommended.

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