Track outbound voice flows for planning and troubleshooting.

This guide contains detailed flow charts for the outbound (callback) 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 <--- You are here

• Agent-side

Outbound to customer

This segment is used when reconnecting with customers, either to inform customers of their options or to communicate with agents.

Agent disconnected

The following prompts are played to customers when an agent disconnects.

Invalid disconnect

This segment is intended for voicemail messages when customers cannot be reached.

Reschedule

This segment presents rescheduling options to customers after reconnecting a callback.

Reschedule options

These prompts walk customers through the process of rescheduling for a later time.