Connectors in a contact flow are meant to:
- Link the source and target modules.
- Define the Event or situation in which the IVR should flow from the source to the target.
- Set the Result or system code applied if the IVR terminates before the target module completes.
Events
Events determine the circumstance and the logic in which the contact flow moves from the source module to one or more target modules.
For example, an Introduction module might flow to two different target modules of the Machine or Live messages depending on an event - the detection or not of an answering machine.
An event should only be applied for applicable source modules (for example, you wouldn't have an Agent Available event after the Machine message module).
The following table details possible events.
| Event | Purpose |
|---|---|
| Agent Available | When an eligible agent in a resource group-linked OB service is in Ready status, the contact flow will move to the target module (inbound only). |
| Agent End Call | When the agent selects the End Call button within Agent Desktop, this action can trigger any subsequent function as configured via the contact flow. For example, a common feature that can be triggered is a post-call customer satisfaction survey (CSAT). |
| Agent Not Available | Executes when Max Wait time (from the LVP service monitor page) is reached, contacting hours are open, agents are logged in, and no eligible agents in a resource group-linked OB service are in Ready status. The contact flow will move to the target module. |
| Agent Not Logged In | When no eligible agent in a resource group-linked OB service is signed into the ACD, the contact flow will move to the target module (inbound only). |
| Call Center Close | When the inbound service's "Inbound Hours" is CLOSED, the contact flow will move to the target module (inbound only). |
| Call Center Open | When the inbound service's "Inbound Hours" is OPEN, the contact flow will move to the target module (inbound only). |
| Call Not accepted | When a call is offered to an agent and they choose to not accept the call by selecting the reject button. Used in conjunction with ACD Call acceptance and/or direct dial and extension dialing (inbound only). |
| Failure | Generally, the source module's intended action was unsuccessful. For instance, a lookup or verification module found no match, or a live or answering machine message could not complete the message. |
| Invalid Agent Team | When a route request is rejected by ACD; one or more Agent Teams are not defined for the target service. |
| Invalid Extension | When an invalid extension is entered, the contact flow will move to the target module. |
| Invalid Route Request | When a route request is rejected by ACD; the parameters passed are incompatible with the service configuration. |
| Is Answering Machine? | When the source module is Introduction, the Answering Machine Detection module may be used (depending on campaign settings). For this event, a value of "Yes" or "No" is selected, and routed to the target depending on the AMD lookup outcome. |
| Key Press | When source module options include key stroke-based branching, this event allows routing depending on selection. The event's value (1-9, *, ? for any key) determines whether this connector is used, moving to the target module. |
| Monitor | Monitor the conversation and barge in or coach, if required. |
| Multiple Match | When a phone number is matched to multiple accounts. |
| No Input | When a key press input is expected but nothing is received, the contact flow will move to the target module. |
| No Match | When a key press entry does not match the source module's accepted selections (lookup, existing Key Press connectors), the contact flow will move to the target module. |
| Success | When the source module's intended action was successful, the contact flow will move to the target module. |
| Team Agent Not Available | When no agents within the defined Agent Team(s) were available within the timeout defined. |
| Timeout | When a call is offered to an agent and they choose neither to accept nor reject the call. Used in conjunction with ACD Call acceptance and/or direct dial and extension dialing (inbound only). |
Events Allowed by Source Module
For newly-created contact flows, you can only select the events associated with the source module. For existing contact flows, you are presented with all events.
Common Result Mappings
When using connectors, the Result is the LiveVox outcome saved if the connection ends before the completion of the target module. You can map your custom return codes to the following LiveVox outcomes using the Reporting Outcomes Mapper tool.
| Result | Description |
|---|---|
| Customer Not Available (318) | Usually indicates a 3rd party answered and the customer was not available. This result is commonly used after menu modules. |
| Hung Up After Validation (1032) | Typically used after successful lookup or verification modules. |
| Hung Up During Validation (1029) | Indicates the customer hung up while validating their information. Typically used right before or after lookup or verification modules. |
| Hung Up in Opening (459) | Indicates the customer hung up within the first few modules. Usually used after introduction, identification, check call center, etc modules. |
| Listened (316) | Indicates that a complete message was played to a live person. This result is usually used after the live_person module. |
| Machine, Left Message (461) | Indicates that the system left a complete message on the customer's answering machine. This result is usually used after the machine module. |
| Message Taken by Third Party (317) | Indicates a 3rd party answered and a message was played in full. This result is commonly used after menu modules. |
| No Match in Validation (1030) | Typically used after no match in lookup or verification modules. |
| Operator Transfer (476) | The call was successfully transferred to an agent or voicemail. Used after the external_transfer or operator_transfer module. Inbound emails and SMSes appear in the agents' inboxes only when the result of a connector is Operator Transfer. |
| Operator Transfer Failed (No Agent Available) (768) | The call was unsuccessfully transferred to an agent. Used after the operator_transfer module. |
| Operator Transfer Failed (No Answer) (283) | The call was unsuccessfully transferred to a voicemail. Used after the external_transfer module. |