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