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Basic Modules

The following table contains the basic modules, which appear in the Basic section on the Contact Flow tab of the Contact Flow window.

ModuleDescription
amd Detects an answering machine.
emailGenerates a transactional email.
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:

  • Client-controlled external system
  • Voicemail
  • IVR
  • Call center
  • LiveVox voicemail (indicated by a number that ends with *2)
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 *.

  • Configure the key press outcomes by using connectors.
  • This module is used only for an outbound or inbound contact flow.
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.

ModuleMessage PropertiesAdvanced PropertiesContact Flow PropertiesEvent Connectors
email



Email From Address

 N/A



N/A



Success

Email Subject

Failure

Email Message

Add Unsubscribe Link

Files to be Attached

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 NumberWhisper Phrase Before Transfer AcceptedBargein



Agent Not Available



External Transfer Prehold Prompt PhraseWhisper Phrase After Transfer Accepted
External Transfer Hold PhraseWhisper Phrase Language (1: English 2: Spanish)
Record the transfer or notIVR Navigation
Timeout Value for Whisper Transfer (in seconds)
identification




Identification TFH ResultN/A




Bargein




Key Press
Identification Prompt PhraseSuccess
Identification Invalid PhraseFailure
Identification No Input PhraseNo Match
Identification Max Error PhraseNo Input
Identification Max Retries
introductionIntroduction Prompt PhraseN/ABargeinIs 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 PhraseMenu Max Error PhraseBargein



Key Press
Menu Invalid PhraseVariable to Store Key Press


Success
Menu No Input PhraseFailure
Menu Max RetriesNo Match
No Input
operator_transfer















Operator Transfer Prehold Prompt PhraseOperator Transfer Whisper Phrase Before Transfer AcceptedBargein















Agent End Call
Operator Transfer Hold PhraseOperator Transfer Whisper Phrase After Transfer AcceptedKey Press
(ACD) Agent Skill IDTimeout Value for Whisper Transfer (in seconds)Agent Not Available
(ACD) Priority(NON ACD) IVR NavigationMonitor
(ACD) Agent Team ID List(ACD) Contact Type for Screen PopTeam Agent Not Available
(ACD) Agent Team Max Hold Time










(ACD) Agent Hold Prompt PhraseNo Match
(ACD) Hold Menu Main Prompt PhraseNo 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
voicemailPrehold Prompt PhraseN/AN/ASuccess
Hold Prompt PhraseFailure
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