Forwarding Calls in Voice (IVR) Flows

Employ the ‘Wait for Forwarded Call’ Split Action within an Interactive Voice Response (IVR) system to transfer calls to an external telephone number. This is how the process functions:

In our demonstration, we present callers with the option to either converse with a live representative or record a voicemail message. When callers select to speak with an agent, the system automatically routes their call to a predetermined number.

The ‘Wait for Forwarded Call’ Split Action generates four potential outcomes:

• Answered – The representative successfully received the communication

• No Answer – The call was not responded to and terminated

• Busy – The line was occupied and the connection ended

• Failed – The call attempt was not completed successfully

Based on the result of the transferred call, you can implement various subsequent measures. In our illustration, we’ve programmed distinct voice responses for answered calls compared to unanswered or engaged lines. We’ve also established a Send Somebody Else a Message function to alert team members when call transfer attempts are unsuccessful.

Following the conclusion of the forwarded call, the caller automatically returns to the main flow using your original voice number.

For more comprehensive information on developing IVR systems, consult our detailed resource here.

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