# 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 `__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