Discussions

Hello,

I want to create call routing and wanted to understand how IVR would work with.

I have defined some call routing but if after the routing the incoming call is not answered by an agent. I want to use HOLD_CALLBACK_SAME_NUMBER IVR.

Basically this is my routing flow:

Incoming call -> Play greeting -> Ask caller for input -> Based on input forward call to agent -> If agent does not pickup call then ask for callback OR send to voicemail.

How can I achieve my end action to be either a Callback Or Send to Voicemail

Thank you.