Dialogue Cloud

Inbound Call, IVR, Agent Hunt and CRM (read-only) integration Scenarios

Introduction

These views shows the connections, building-blocks and order of steps taken of various scenarios for Inbound calls.

Note

Some steps in the views shown can be a simplified representation of reality but should provide you with a clearer understanding of these steps and building blocks involved. The direction of an arrow typically represent the initial direction a connection is made, after which signals or traffic can flow both ways. (For a step marked as "0" it is assumed the connection has already been established in an earlier process)

View 1: Inbound DR Call, Local TTS Synthesizer for IVR and Agent on Teams Client only

View 1 shows an Inbound call through Microsoft Teams Direct Routing (DR), an IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. generated by the Local (basic) Text-To-Speech generator, and hunted to an Agent detected as Available through the Microsoft Graph API. The caller audio and caller identity (phone number) is delivered through Direct Routing to an Agent's Teams client.

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View 2: Inbound DR Call, Local TTS Synthesizer for IVR and Agent on Teams Client and WebAgent No CRM.

View 2 shows an Inbound call through Microsoft Teams Direct Routing (DR), an IVR generated by the Local (basic) Text-To-Speech generator, and hunted to an Agent detected as Available through the Microsoft Graph API. The caller audio and caller identity (phone number) is delivered through Direct Routing to an Agent's Teams client and enhanced Anywhere365 functionality is shown in the WebAgent.

View 3: Inbound DR Call, Local TTS Synthesizer for IVR and Agent on Teams Client and WebAgent With CRM Service.

View 3 shows an Inbound call through Microsoft Teams Direct Routing (DR), an IVR generated by the Local (basic) Text-To-Speech generator, and hunted to an Agent detected as Available through the Microsoft Graph API. The caller audio and caller identity (phone number) is delivered through Direct Routing to an Agent's Teams client and enhanced Anywhere365 functionality is shown in the WebAgent enriched with CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. information of the caller.

View 4: Inbound DR Call, Local TTS Synthesizer for IVR and Agent on Teams Client and WebAgent With CRM CTI Plugin.

View 4 shows an Inbound call through Microsoft Teams Direct Routing (DR), an IVR generated by the Local (basic) Text-To-Speech generator, and hunted to an Agent detected as Available through the Microsoft Graph API. The caller audio caller identity (phone number) is delivered through Direct Routing to an Agent's Teams client and information of the caller is shown in the CRM Web Interface enriched with a (small) WebAgent to control Anywhere365365 functionality.