Track agent-side voice flows for planning and troubleshooting.

This guide contains detailed flow charts for the agent-side voice experience.

How to use the voice flow guides

Each of these voice-flow guides (inbound, outbound, and agent-side) is separated into segments used in specific scenarios. The diagrams in these guides often end by connecting to other diagrams, based on the paths taken in the current context. To find the next relevant diagram, use the right navigation menu to locate the name indicated by the final node of the current diagram. If you do not see the next diagram in this guide, it can be found in one of the other two guides:

• Inbound

• Outbound

• Agent-side <--- You are here

Adaptive callback

This segment is used to advise agents that a customer call has been initiated.

Outbound to agent

This segment presents options to agents to accept a callback.

Customer disconnected

The following prompts advise agents that a customer has disconnected.

Customer metadata

This segment plays audio or DTMF metadata to agents to prepare them for a customer call.