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Inbound Call Flows

Study Notes

Topic Description
Inbound Call Flow Flow that handles voice calls entering the contact center
Trigger Activated by call routing configuration
Components Prompts, menus, queues, transfers

Navigation

Admin → Architect → Flows → Inbound Call Flow

Implementation Guide

  1. Create new inbound call flow
  2. Add greeting prompt
  3. Create IVR menu
  4. Configure queue transfers
  5. Publish flow

How to Implement

Phase Description
Design Build IVR structure
Testing Simulate inbound calls
Deployment Assign flow to call route

Workflow

Customer Call
      ↓
Call Route
      ↓
Inbound Call Flow
      ↓
Menu
      ↓
Queue

Real Flow Scenario

Customer Calls
      ↓
Greeting Prompt
      ↓
Menu Options
      ↓
Support Queue

Architecture Diagram

Customer
  ↓
Carrier
  ↓
Genesys Cloud
  ↓
Call Route
  ↓
Inbound Call Flow
  ↓
Queue / Agent

Usage Scenarios

Scenario Description
IVR Navigation Route callers to departments
Self-Service Automated call handling
Queue Routing Send callers to agents

Implementation Example

Start
 ↓
Welcome Prompt
 ↓
Main Menu
 ↓
Queue Transfer

Design Example

Start
 ↓
Greeting
 ↓
Menu
 ↓
Department Selection

Best Practices

  • Limit menu depth
  • Provide agent escape option
  • Keep menu options simple

Naming Convention

<Region>_<Service>_InboundCallFlow

Example:

US_Support_InboundCallFlow

Troubleshooting

Issue Cause Fix
Call not reaching flow Routing misconfigured Check call route
Menu not working Flow logic issue Review IVR design

Interview Cheat Sheet

Question Answer
What triggers inbound call flows? Call routing configuration
Where are flows built? Architect

Key Takeaways

  • Inbound call flows control IVR behavior
  • Connected to call routing
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