Call Scenario Elements

Call scenario elements are located in the “Virtual PBX” section >> “Settings” tab >> menu on the left “Call Scenarios” >> menu on the right.

• Call extension — element is automatically added to any scenario and serves as the starting point when creating a call scenario. 

• Call short number — element for selecting an internal subscriber (a company employee with a short internal number) and the number of seconds after which the call will proceed to the next element, ensuring that if one employee does not answer, the client's call will continue along the route.

  
   

• Call mobile number — element for selecting a mobile subscriber (an employee with a mobile phone and an KOMPaaS SIM card, who has a short number), along with the number of seconds after which the call will proceed to the next element. This ensures that if the employee does not answer, the client's call will continue along the route.

  
   

• Receive FAX — selection of an internal short number for a fax machine, which will be receiving faxes.

  
   

• Call queue — selection of a short internal queue number (a feature that allows holding the caller on the line and placing them in a waiting queue until they are serviced) and the number of seconds after which the call will proceed to the next element. This ensures that if the employees do not answer, the client's call will continue along the route.

  
   

• Schedule — selection of a schedule, based on which the further routing of incoming calls is determined, taking into account working and non-working hours, including the use of the production calendar of the selected country.

  
    

• Blacklist — selection of the "black" or "favorites" list of subscribers (this involves blocking unwanted calls from numbers on the "blacklist" or prioritizing the processing of calls from the  "favorites" list), based on which the further call routing is determined.

  
   

• IVR menu — selection of a voice menu, in which incoming callers will be presented with routing options based on the digit they press.

  
   

• Question-answer — selection of a question-answer sequence, where depending on the responses, the conversation can be directed to different branches of the scenario (essentially a voice menu, but with routing options chosen by voice rather than by button press).

  
  See Question-answer element

• Speech synthesis — selection of speech synthesis, allowing the generation of speech from text during a call and pronouncing preloaded user variables (such as name, balance owed, etc.), but unlike "Question-answer", this element does not wait for a response.

  
  
  

• Conference — Selecting this element allows directing an incoming call to a conference, involving both internal and external participants.

  
  
  

• Announce — selecting this option allows for a sound message with a pre-loaded file or text synthesized into speech.

  
  
  

• Voice mailbox — element for recording a voice message from an incoming call, which allows for later listening to messages through a specific number or configuring their delivery to email.

  
  
  

• API — selecting this element enables the sending and receiving of parameters and variables that will participate in the call. For example, Speech synthesis, Send SMS, Condition check, etc.

  
  
  

• Condition check — selecting this element allows for checking the values of two user-defined variables, and depending on the value, redirecting the conversation to different branches of the scenario. For example, if there is a name associated with the contact, we address them by name; if there is no name, we deliver a general greeting.

  
  
  

• Check conditions — selecting this element allows for checking the values of multiple user-defined variables, and depending on these values, redirecting the conversation to different branches of the scenario. For example, if there is a name associated with the contact, we address them by name; if there is no name, we deliver a general greeting.

  
  
  

• Send SMS — selecting this element allows for sending SMS messages from the call scenario. For example, for sending booking confirmations, appointment reminders, or information about order status.

  
  
  

• Forwarding — in call scenarios, allows for automatically redirecting calls to another number (internal, external, or mobile) or to voicemail if the primary operator is unable to answer the call.

  
  
  

• Redirect to call scenario — this is intended for redirecting to other call scenarios.

  
  
  

• Execute code — allows manipulation of variables used within a specific call, such as addition, subtraction, truncation, formatting, etc. A new variable is declared upon exiting the element, which can be further utilized within the call process.

  
  
  

• Arificial intelligence — designed to respond to customer questions using Artificial Intelligence (AI) or neural networks.

  
  
  

• HTTP request — used for sending requests to other web services or APIs during call processing.

  
  
  

• Hangup — selection of this element terminates the route in the incoming call scenario.

  
  
  

• Add Bitrix24 CRM — selecting this element includes integration with Bitrix24 CRM. It allows querying the CRM for the client using the caller's number. If the number is associated with a specific manager, the call is redirected to them. It enables setting a point in the scenario route where synchronization with Bitrix24 is necessary.

  
  
  

• Add amo CRM — selecting this element includes integration with amoCRM. It allows querying the CRM for the client using the caller's number. If the number is associated with a specific manager, the call is redirected to them. It enables setting a point in the scenario route where synchronization with amoCRM is necessary.

  
  
  

• Call manager — selecting this element includes integration with the client's CRM. It allows querying the CRM for the client using the caller's number. If the number is associated with a specific manager, the call is redirected to them.

  
  

Also see:

Call scenario settings