Actions

The following actions are supported by Voca:

■ Play prompt: Plays a prompt, and then performs the next action.
■ Go to menu: Transfers the caller to the menu.
■ Transfer to Operator: Transfers the call to the operator.
■ Collect and Dial: Allows the user to press several DTMF keys, and then transfers the caller to the collected number.
■ Disconnect: Automatically disconnects the caller.
■ Transfer to Phone: Transfers the call to a defined phone number.
■ Silent Transfer to Phone: Transfers the call to a defined phone number without playing the "Transferring the call to…" prompt.
■ Transfer to Extension: Transfers the call to the extension number.
■ Attended Transfer: Transfers the call to a predefined number in a supervised way. If the transfer destination is not reachable (e.g., busy, no answer), the next action is performed.
■ Send SMS: Allows for an SMS message to be sent.
● If you have selected Send SMS and you are calling from a mobile phone, the SMS is sent directly to your mobile phone. If you are calling from a landline, the system asks you to enter the mobile number that you wish to receive the SMS on.
● The Send SMS action is only applicable if the Administrator has given the appropriate permissions.
■ Missed Call Notification: A missed call notification will be sent to the customer via email. For this action, there are two options:
● Without Voice Recording: The system doesn’t let the customer leave a message and just sends an email notification for this missed call.
● With Voice Recording: The system lets the user to leave a message, and then send an email notification with the recorded message.
The Missed Call Notification action is only applicable if Voca is integrated with the SMTP server. For more information refer to Email Setting Configuration.
■ Go To Contact: Transfers the call to specific contact.
■ Go to Department: Transfers the call to specific department.
■ Transfer to Queue: Transfers the call to a predefined call queue.
■ Go To Flow: Transfers the call to predefined flow from the flow designer.
■ Leave Message: Lets the user leave a message and send an email notification with the recorded message.
The Leave Message action is only applicable if Voca is integrated with the SMTP server.
■ Callback: Lets users request a callback, reserving their place in the queue. When their turn arrives, Voca CIC automatically calls them back.

The Callback action is available only for in-queue menus configured within the queue configuration page.