Sangoma CX IVR Builder User Guide

This module is a no-code / low code Interactive Voice Application Builder that provides:

• Interaction with callers to collect or present information

• Communication with external systems to process, read, write, update or delete data

• Implement logic that:

  • Delivers intelligent call flow routing / transfer

  • Adds information to the call that is presented to the Agent

  • Automates, partially or fully, a call transaction with a Caller

Each application created with IVR Builder is a Call Flow, that can be invoked as an:

• Entry Point for Contact Center calls

• End point of an Agent transfer

Creating Call Flows is done using a web UI that resembles a workflow designer tool. The designer has a library of specialized components that can be configured and connected with each other to deliver different automation.

The following guide provides detailed information on how to create and update Sangoma CX IVR flows. 

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