The following table describes the advanced modules of Contact Flow.
| Module | Description |
|---|---|
| alt_language | Causes the remaining IVR to play in an alternate language with valid key-stroke (and can loop back to the beginning); invalid key-stroke or no input plays the remaining IVR in the default language.
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| billingtree_check | Allows the configuration of real-time payment integration with the payment processor BillingTree for checks. |
| billingtree_creditcard | Allows the configuration of real-time payment integration with the payment processor BillingTree for credit cards. |
| chat | Launches inbound agent chat. |
| check | Collects account information such as, the bank routing number, the bank account number, and the check number for further payment process. You can configure this module to ask inbound callers to confirm the numbers that they enter. If the entered account information is valid, each number is stored in the corresponding variable after returning to the contact flow. |
| check_agent | Determines if any agents are logged on, branching depending on the outcome. This module is generally used after the check_call_center module. The module is used only for an inbound contact flow. |
| check_call_center | Checks if the inbound hours are open or closed, branching depending on the outcome. This module is generally the first module in an inbound contact flow. The module is used only for an inbound contact flow. |
| condition | Enables boolean conditions. See Condition. |
| conference_room | Provides conference room services through the contact flow configuration. You can configure the Inbound conference phone number through the Phone Numbers window. The Phone Numbers window appears when you click Voice > Phone Numbers on the Configure tab of the LiveVox Portal. This module allows the configuration of maximum participants and the conference room PIN number. The default and the maximum count of participants is 10. Standard phrases included within the module are:
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| consent | Handles consent operations. See Consent. |
| credit_card | Collects and validates basic credit card information such as credit card number, expiration date, and security code for further payment process. This module offers the ability to specify the type of credit card to accept (for example, Visa, MasterCard, or Amex) and to specify whether or not the caller must confirm the credit card number. If the entered credit card information is valid, each number is stored in corresponding variable after returning to the contact flow. |
| entering_digits | Accepts the key presses entered by the client and stores them in the specified data field. This module does not perform any validation. |
| extension_transfer | Provides the ability to offer extension-based routing for inbound callers to reach specific agents who are assigned the LiveVox extensions as configured in the Agents window. The Agents window appears when you click Agents > Agents on the Configure tab of the LiveVox Portal. |
| http | Connects to an HTTP API for WebService API call. See Http Module. |
| lookup | Enables Services or Contacts lookup. See Lookup Module. |
| payment_amount | Obtains the required payment amount from the customer. You can configure this module to verify that the entered amount lies within the required minimum and maximum amount. If the amount is valid, it can be stored at a designated variable. |
| qc_amd_transfer | Incorporates both answering machine detection and operator transfer functionality. This uses the functionality that was utilized by the legacy QC_ALL_TYPE message template to now support these service types within the contact flow to include QC, Preview All and Manual. |
| record | Allows audio to be recorded within an IVR contact flow, which in turn is made available through the existing call recording infrastructure (for example, an automated IVR survey and response contact flow where the customer is given the opportunity to leave a recorded message in response to a question or set of questions). |
| schedule_callback | Allows callers to leave their callback number and to request a same-day callback time if they decide to opt out of the transfer hold queue. You can set a condition configuring the time (in seconds) threshold on when to offer this option to the callers on hold. Information can be given to the caller providing their Estimated Wait Time or Position in Queue (or both) if that caller enters the hold queue after a configurable amount of time (for example, more than 30 seconds). This module also provides the Virtual Scheduled Callback (VSCB) option that can be activated by setting the Enable callback by order option to true and configuring the subsequent phrases to support this option. Activating the VSCB option allows you to call the customer back in the order in which the initial call was received. |
| silence_detection | Used to detect a short silence in a customer call, usually after terminating a hold queue on transferred calls. This allows the system to know when an agent has answered the call in order to take the next step in the contact flow. The default (configurable) silence detection threshold is 2000 milliseconds. |
| sms | Enables you to configure the SMS message by retrieving the message from the http module, where it communicates through web services to return the required text. |
| speak | Used for generating TTS (text to speech) prompts to the caller as configured from within the IVR. |
| speech_recognition | Used for speech recognition, allowing the customer’s speech to be recognized and grammatically transcribed as text to be used as input and interaction with the IVR. |
| survey | Enables you to configure a survey for Voice interactions. See Survey Module. |
| variable_assignment | Assigns values to variables. |
| verification | Compares an entered value with a field from the database, with different routes for success or failure. This module is primarily used for SSN or DOB validation. The module must be used after a successful account_lookup or phone_lookup in an inbound contact flow. The module is used only for an outbound or inbound contact flow. |
| virtual_assistant | Creates an intelligent voice-enabled and versatile multi-channel digital assistant. This module constructs the required data to initialize a BOT, communicate with this BOT, and process the result to interact with the LiveVox platform. |
| wait_for_patient | A message that repeats until a key is pressed or the menu times out, designed to stall waiting for a keypress. This module is generally used when a wrong party needs to give the call to the right party. The module is used only for an outbound or inbound contact flow. |
whatsapp This feature is currently in the Beta phase of development. | Launches a WhatsApp message. |