Actions in a call flow
Architect provides action components to help build a road map and define call flow behavior. This road map dictates how calls are handled from the time they enter the flow until the end of the call. A call flow can support such behaviors as playing a menu, transferring a call to an extension, prompting the user for information and transferring the call based on the caller’s input, passing the call to another IVR, and playing a message.
These actions are available from a call flow’s Architect Toolbox. For more information about actions available in Architect’s task editor, see Task editor actions overview. To help familiarize yourself with actions available for a call flow, review the following pages:
| Icon | Category | Action | Description |
|---|---|---|---|
| Dial | Dial By Extension | Set up functionality that allows the caller to dial and transfer to a specific extension. | |
| Menu | Menu | Create a submenu in the starting or main menu. | |
| Jump to Menu | Give callers the option of transferring immediately to a designated menu. | ||
| Previous Menu | Give callers the option of transferring to the previous menu. | ||
| Repeat Menu | Give callers the option of hearing the current menu again. | ||
| Task | Task | Group related steps of a process together, to create a call flow routine. | |
| Jump to Reusable Task | Insert a complete task previously configured in the Reusable Tasks area. | ||
| Transfer | Transfer to ACD | Use the Transfer to ACD action to transfer a caller into a queuing system. | |
| Transfer to User | Transfer a caller directly to a Genesys Cloud user. | ||
| Transfer to Number | Transfer a caller to an external number. | ||
| Transfer to Group | Transfer a caller directly to a Genesys Cloud group. | ||
| Transfer to Flow | Transfer a caller to another call flow. | ||
| Transfer to Secure Flow | Transfer a caller to a secure call flow. | ||
| Transfer to Voicemail | Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a Genesys Cloud user’s voicemail. | ||
| Disconnect | Disconnect | Provide callers with a graceful way to exit a menu system by disconnecting the call immediately. |
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