Sprinklr IVR provides us the ability to add an IVR in a conference with the agent and the customer. In this article we will learn about how admins can configure an IVR transfer and conference and how the agents can use it.

Business Use Cases

Customer care agents sometimes use an IVR flow to guide the customer during their call, for example if they need the customer to input some more information, this can be done during the IVR. Moreover, sometimes the call has to be transferred to some other process from the agent sometimes, freeing up the agent to take other calls/messages. 

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Solution

The agent can choose IVR conference and add the IVR to the call, guiding the customer through the entire process. The agent can also choose IVR transfer to let the customer traverse an IVR unguided, with the added options of connecting back when the transfer ends, or simply ending the call for the agent. 

Configure IVR conference

Firstly, we need to create the IVR as a conference type IVR so that it shows up in the call controls while selecting the IVR to add to a conference.

1. Click on the 3 dots next to the IVR name and go to edit settings

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2. Scroll down to IVR Type

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3. Select the IVR type as IVR conference.​

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Using IVR Conference

In the call controls, click on “Add”, which is the plus icon

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Click on add, and choose the IVR you want to conference to. The agent can talk the customer through the IVR flow and then resume their conversation with the customer.

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Configure IVR transfer

Firstly, we need to create the IVR as a transfer type IVR so that it shows up in the call controls while selecting the IVR to transfer.

1. Click on the 3 dots next to the IVR name and go to edit settings

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2. Scroll down to IVR Type and choose with IVR Transfer, IVR Transfer - connect back or IVR Transfer - End Call based on your use case. 

   1. IVR Transfer: IVR which are available to Agents when on call to make transfer the call from them to an IVR. These IVRs are available under both options - End call and Connection back option in call controls.

   2. IVR Transfer - End Call: IVR which is available to Agent under Transfer - End call option when on call. Once transferred on these IVRs then calls end for the Agent.

   3. IVR Transfer - Connect Back: IVR which are available to Agent under Transfer - Connect back option when on call. Once transferred on these IVRs then Agent is put on hold until caller completes the IVR.
      

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While configuring the transfer IVR, an end IVR transfer node should be used when ending the IVR. This node is used for IVR which is used for IVR Transfer by Agents through call controls. An IVR Transfer type of IVR should end with End IVR Transfer to ensure that Transfer ends and depending on what was selected by Agent either end call or connect back, respective action can be taken.

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Using IVR Transfer

In the call controls, click on “Transfer”

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Choose IVR in Transfer and select the IVR you want to transfer to, along with the type of transfer (Connect back/End Call)

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