This page enables an authorized admin user with an option to create the inbound Helpline for the IVR call flow for their customers.
Inbound Routes:
Access the Inbound Routes tab via Toku Admin Portal: Admin Portal> Configuration > Call Flow > Edit/View Mode > Advance Config > Inbound Routes. Page screenshot is available below:
View Mode - Under Action user gets view option only
Edit Mode - Action column allows edit and delete of entries
Preview Submission: This button option is available on right top part of the page and is visible for Advance Config tab only within Call Flow. This allows admin user to preview the changes made in any of the call flow app and decide to proceed or cancel the changes. Once submitted, changes are sent for Peer Review if applicable.
Inbound Routes Count: Displays the count of total number for Inbound Route added in the selected LOB.
Add Inbound Routes Button: There is a button which can be used by an admin user to create a new Inbound Route. Clicking on the button opens up new page to add the necessary details and create a new route. More details can be read in Add/Edit Inbound Routes section.
Search Tab: Allows users to search within 'Inbound Routes' list dashboard. Users can search with any keyword from the ID or DID Number fields.
Inbound Routes List Fields
| Field Name | Definitions |
| ID | Unique ID auto-generated and assigned to every Inbound Route created in the system. |
| DID Number | DID Number which will be the helpline/Hotline for customers to call in to receive a support. |
| Name | Name of the Inbound Route given by the admin user. |
| Created At | Timestamp at which this Inbound Route was initially created. |
| Updated At | Timestamp at which this Inbound Route was last updated. |
| Next App | This helps in defining the next step in the call flow. Call flow will take the user to specified next app like Queue, Announcement, IVR etc. |
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Status |
Allows admin users to activate or deactivate the Inbound Route. Inbound route can be used as a Helpline only when it is in Active status. |
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Action |
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Add/Edit Inbound Routes: Add and Edit are two separate pages with the same fields. However, when Add Inbound Routes page is opened all fields are empty, which are to be filled to create a new inbound route.
On the contrary, edit Inbound Routes page opens up an existing inbound route with at least all the fields previously added/updated is shown. Using this page, inbound route details can be updated.
Save Button: This can be used to save the changes done in the Add/Edit Inbound Routes page.
Cancel Button: Clicking this takes user back to the Inbound Routes dashboard without saving the changes in Add/Edit Inbound Routes page.
Fields in the "Add/Edit - Details" section are:
| Field Name | Definitions |
| DID Number | DID Number which will be the helpline/Hotline for customers to call in to receive a support. |
| Name | Name of the Inbound Route. This is a mandatory field. |
| Next App | Provides a dropdown for admin user to select another app mapping the next step in the call flow. Call flow will take the user to specified next app like Queue, Announcement, IVR, Hangup etc. |
| Next App ID |
This is the unique ID within the selected Next App which is to be mapped. Available as dropdown. |
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Description |
Any additional information related to Inbound Route can be added under the description field. It is a free text. |
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Toggle |
Status: Inbound Route can be enabled or disabled using this toggle option. Toggle options are: Active: When an Inbound Route is enabled, status is set to Active. Customer will be able to reach the Helpline number. Inactive: When an Inbound Route is disabled, status is set to Inactive. Customer will be unable to reach the Helpline number. |
Note: Any field marked * will be a mandatory field and must be entered to successfully create or edit an Agent account.
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