Introduction 

Call controls are triggered when executing the Guided Path (GP) that automates many processes. Predefine the call control actions in the Guided Path configuration, to automate the call control action. 

Business Use Case  

• If a brand seeks to implement automation or establish predefined parameters based on call control actions, it is done via GP. 

• Reduce clicks for agent for repeated actions (transfer/conference on a click).

Configuration 

1. Once you login to Sprinklr landing page, under “Sprinklr Services”, select Guided Workflows under “Agent Augmentation”. 

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2. Select Add Guided Workflow on top right corner of the screen. After the configuration screen opens select “Transition Screen”. 

3. After selecting Transition Screen, fill details on the Screen Title with the name you want, and select “Select Transition Action” as “Transfer To Voice”. After this, select where you want to transfer, that is IVR/Queue/Agent/External Contact/External SIP. 

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4. Transfer To: 

• IVR 

• Queue 

• Agent 

• External Contact 

• External SIP