Call scenarios

Modified on Fri, 5 Apr at 4:08 PM

Call scenarios include a set of rules and algorithms built into elements that allow you to automatically process incoming or outgoing calls (with automated robocalls) and provide more efficient interaction between customers and company employees.

Call scenarios include elements such as IVR menu (Interactive Voice Response) — a voice menu where the client selects the required menu item, a voice greeting to the client, automatic notifications about the status of the order or account status, automatic distribution of calls among managers and much more.

For more details, see “Call Scenario Elements”.

Call scenarios can even include a call back, when the client leaves his contact information and the manager contacts him at a time convenient for the client.

The benefits of using call scenarios include:

Standardization of processes, which simplifies the work of employees and improves the quality of customer service.
Increased work efficiency, as call scenarios allow you to process calls faster and more accurately.
Improving the quality of customer service, as call scenarios allow operators to solve customer problems faster and more accurately.
Quality control, since call scenarios allow you to manage the work of operators and monitor the quality of their work.

Virtual PBX also allows you to distribute calls depending on the number or region of the calling client (Blacklist and Favorites) and configure routing depending on working and non-working hours (according to the Schedules).

✅ Note:

When you connect a phone number to a virtual PBX, a simple routing scenario is automatically created, which is configured to transfer calls to a queue.

Also see “Call scenario settings”.