Overview

This flow automates the initial interaction with the caller, allowing them to navigate through various menu options. It includes dynamic error handling, multilingual support, and a polite disconnection process in case of errors or unrecognized inputs.

This flow uses Cisco Text-to-Speech (TTS) for any audio prompts. For music, it defaults to the built-in file (defaultmusic_on_hold.wav), for music on hold.

Prerequisites

Ensure that the following requirements are met in the Webex Contact Center Management Portal before implementing this flow:

  • Create entry points, queues, teams, and entry point mappings.
  • Upload static audio files if custom audio prompts are used instead of Cisco Text-to-Speech (TTS).

For detailed steps, see Webex Contact Center setup and administration guide.

Flow breakdown

The following table describes the various flow elements involved in the call process, detailing the actions and responses that occur during each stage.

Flow element

Description

Call received

(New Phone Contact)

The flow is triggered when a new phone contact is initiated by an inbound call.

Welcome message

(Welcome Prompt)

A greeting message is played: Welcome to the Webex Contact Center!

Main menu

(IVR Menu)

The caller is presented with a set of menu options. The menu is read aloud using TTS, guiding the caller through different service options:

  • Press 1 for services team
  • Press 2 for sales team
  • Press 3 for overseas team
  • Press 4 for hours of operation
  • Press 5 for frequently asked questions
  • Press 6 for prerequisites
  • Press 7 for billing issues
  • Press 8 for a representative
  • Press 9 for general information
  • Press # to repeat the menu
  • Press * to hang up

Routing based on selection

Based on the selected option, the caller is either transferred to a specific team (blind transfer) or placed in a queue to wait for the next available agent.

Error handling

Invalid inputs are addressed with an error message, and the caller is prompted to try again.

Music on hold

(Play Music)

While waiting in a queue, the default hold music (defaultmusic_on_hold.wav) is played.

Disconnect

The flow concludes by disconnecting the call.

Flow activities

The following table describes the sequence of flow activities.

Flow activity

Description

New phone contact

(Start)

This is the starting point of the flow when a new phone contact is initiated by an inbound call.

Play message

(Welcome Prompt)

The customer is greeted with a message: Welcome to the Webex Contact Center!

This step uses Cisco Cloud Text-to-Speech (TTS) to generate the message.

Main menu

(IVR Menu)

A menu is presented to the caller with various options:

  • Press 1 for services team
  • Press 2 for sales team
  • Press 3 for overseas team
  • Press 4 for hours of operation
  • Press 5 for frequently asked questions
  • Press 6 for prerequisites
  • Press 7 for billing issues
  • Press 8 for a representative
  • Press 9 to speak to the services team again
  • Press # to repeat the menu
  • Press * to hang up

Routing based on selection

(Conditions)

Based on the selected option, the caller is either transferred to a specific team (blind transfer) or placed in a queue to wait for the next available agent.

  • Blind transfer to the services or sales teams.
  • Queue the caller for a representative, with hold music playing during the wait.

Play music

(Music on Hold)

For queued calls, the system plays hold music while the caller waits for the next available agent.

Error handling

If an invalid option is selected or the input times out, the system plays a message prompting the caller to try again.

Disconnect

After the interaction is complete or an error occurs, the flow disconnects the call using the Disconnect Contact activity.

Additional use cases

  • Sub-menus: There’s a language selection menu, where users can choose their preferred language by pressing 1 for English or 2 for Spanish. The menu repeats if the caller presses #.
  • Error messages: When invalid input is received, an error message is played. For critical errors, the system apologizes and disconnects the caller.

Additional resources

For more information, see Webex Contact Center setup and administration guide.