8x8 Contact Center

Working with Intelligent IVR

Create a call flow in Intelligent IVR (IIVR) and route calls between Contact Center and IIVR in this self-paced course.

8x8 Contact Center

Working with Intelligent IVR

Create a call flow in Intelligent IVR (IIVR) and route calls between Contact Center and IIVR in this self-paced course.

8x8 Contact Center

Working with Intelligent IVR

Create a call flow in Intelligent IVR (IIVR) and route calls between Contact Center and IIVR in this self-paced course.

8x8 Contact Center

Working with Intelligent IVR

Create a call flow in Intelligent IVR (IIVR) and route calls between Contact Center and IIVR in this self-paced course.

Who should take this course?

Contact Center administrators.

Course Overview

This interactive, self-paced course explains how to create a call flow in Intelligent IVR (IIVR) and route calls between Contact Center and IIVR. The course begins by creating a basic call flow, then progresses to show how natural language processing and variables are used to route calls as well as how reports and data stores are used in IIVR. Finally, section 7 of the training focuses on how to integrate a Contact Center system with IIVR.

Course Outcomes

At the end of this course, students will be able to:

  • Set up an initial task list
  • Create a new voice task
  • Choose a voice task template
  • Configure basic settings
  • Create an event handler
  • Map a phone number
  • Create a basic call flow task list
  • Add a welcome prompt
  • Configure a menu node
  • Confirm route
  • Configure transfer nodes
  • Test the task

Recommended Prerequisite(s)

Frequently Asked Questions

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