The following table contains the basic modules, which appear in the Basic section on the Contact Flow tab of the Contact Flow window.
| Module | Description |
|---|---|
| amd | Answering Machine detection module that is configured with Yes/No logic for call handling purposes. |
Generates a transactional email. Use the Email Editor to store custom or predefined email templates that can be used in campaigns or by agents to send emails to customers. To access the Email Editor:
| |
| end_call | A terminal module that disconnects a call. It is primarily used to indicate that the entire message has been listened to, by applying a connector to the module. This module is not needed after the amd module. |
| external_transfer | A terminal module that bridges a call to an external 10-digit number, which is one of the following:
|
| identification | Continues phrases after the introduction module. If the AMD used finds a live party, depending on connector (success), this module is run. It can accept key presses for branching logic. This module is used only for an outbound or inbound contact flow. |
| introduction | Used only for outbound contact flows. This is the first messaging module that detects the answering machine and in which the prompts must be limited to 3-5. |
| live_person | Plays a message before immediately terminating. The module is not used when an answering machine has been detected. The module has the option to automatically replay the message in Spanish. This module is used only for an outbound or inbound contact flow. |
| machine | Plays a message before immediately terminating. This module is used only if the answering machine result of the connector following the introduction module is positive. This module is used only for an outbound contact flow. |
| menu | Audible menu used to present key press options: 0-9 and *.
|
| operator_transfer | A terminal module that transfers a caller to an agent. This module is used to set hold phrases, whisper settings, classification ID, and so on. This module is used only for an outbound or inbound contact flow. |
| voicemail | Provides inclusive voicemail support for inbound group and agent voicemail options within the system. |
Basic Module Properties
The following table contains the properties of basic modules and their applicable connectors.
| Module | Message Properties | Advanced Properties | Contact Flow Properties | Event Connectors |
|---|---|---|---|---|
| email | Email From Address | Email Survey ID | N/A | Success |
Email Subject | Failure | |||
Email Message | ||||
Add Unsubscribe Link | ||||
Files to be Attached | ||||
| Email body cloud file location | ||||
| end_call | N/A | N/A | N/A | Agent Available |
| Agent End Call | ||||
| Agent Not Available | ||||
| Agent Not Logged In | ||||
| Call Center Close | ||||
| Call Center Open | ||||
| Call Not Accepted | ||||
| Failure | ||||
| Is Answering Machine? | ||||
| Key Press | ||||
| Monitor | ||||
| No Input | ||||
| No Match | ||||
| Success | ||||
| Invalid Extension | ||||
| Timeout | ||||
| Team Agent Not Available | ||||
| Invalid Route Request | ||||
| Invalid Agent Team | ||||
| Agent End Call | ||||
| external_transfer | External Phone Number | Whisper Phrase Before Transfer Accepted | Bargein | Agent Not Available |
| External Transfer Prehold Prompt Phrase | Whisper Phrase After Transfer Accepted | |||
| External Transfer Hold Phrase | Whisper Phrase Language (1: English 2: Spanish) | |||
| Record the transfer or not | IVR Navigation | |||
| Timeout Value for Whisper Transfer (in seconds) | ||||
| identification | Identification TFH Result | N/A | Bargein | Key Press |
| Identification Prompt Phrase | Success | |||
| Identification Invalid Phrase | Failure | |||
| Identification No Input Phrase | No Match | |||
| Identification Max Error Phrase | No Input | |||
| Identification Max Retries | ||||
| introduction | Introduction Prompt Phrase | N/A | Bargein | Is Answering Machine? |
| live_person | Live Person Prompt Phrase | Live Person Prompt Repeated in Spanish | Bargein | Key Press |
| Success | ||||
| Failure | ||||
| machine | Machine Phrases | Machine Prompt Repeated in Spanish | Bargein | Key Press |
| Success | ||||
| Failure | ||||
| menu | Menu Prompt Phrase | Menu Max Error Phrase | Bargein | Key Press |
| Menu Invalid Phrase | Variable to Store Key Press | Success | ||
| Menu No Input Phrase | Failure | |||
| Menu Max Retries | No Match | |||
| No Input | ||||
| operator_transfer | Operator Transfer Prehold Prompt Phrase | Operator Transfer Whisper Phrase Before Transfer Accepted | Bargein | Agent End Call |
| Operator Transfer Hold Phrase | Operator Transfer Whisper Phrase After Transfer Accepted | Key Press | ||
| (ACD) Agent Skill ID | Timeout Value for Whisper Transfer (in seconds) | Agent Not Available | ||
| (ACD) Priority | (NON ACD) IVR Navigation | Monitor | ||
| (ACD) Agent Team ID List | (ACD) Contact Type for Screen Pop | Team Agent Not Available | ||
| (ACD) Agent Team Max Hold Time | (ACD) Agent Hold Prompt Phrase | No Match | ||
| (ACD) Hold Menu Main Prompt Phrase | No Input | |||
| (ACD) Hold Menu Invalid Prompt Phrase | ||||
| (ACD) Hold Menu Noinput Prompt Phrase | ||||
| (ACD) Hold Menu Max Error Prompt Phrase | ||||
| (ACD) Call Recording Menu Prompt Phrase | ||||
| (ACD) Hold Menu Start Time (in seconds) | ||||
| (ACD) Hold Menu Repeat Interval (in seconds) | ||||
| (ACD) Hold Menu Max Retries | ||||
| (ACD) Agent ID Value | ||||
| (ACD) Agent Logon ID Value | ||||
| (ACD) Priority Escalation Duration | ||||
| voicemail | Prehold Prompt Phrase | N/A | N/A | Success |
| Hold Prompt Phrase | Failure |