IVR Builder
IVR: Rule-Based Routing
? Overview The Rule-Based Routing step directs incoming calls to the agents based on specific criteria, such as the caller's phone number or their status in the system's phonebook, enabling customized call flows. ? Rules ↩️ Routing Criteria Calls ...
IVR: Menu Step
? Overview The Menu Step is an interactive decision point in the IVR call flow, presenting callers with audio-prompted options and routing calls based on their keypad input. Example: A welcome message like "For sales, press 1; for support, press 2" ...
IVR: Sound File Step
? Upload or select a file from the library The Sound File Step plays an audio file during an IVR call flow, such as a greeting, announcement, or instructional message, before proceeding to the next configured step. ⚙️ Configuration ? Sound File ...
IVR: Set Flag Step
? Overview The Set Flag Step assigns a custom state to a call, overriding the default call state based on the configured flag. This helps with tailored call tracking and reporting. Example: Change the state of unanswered calls from "abandoned" to ...
IVR: Messaging Step
? Overview The Messaging Step sends a predefined WhatsApp template message to the caller when triggered. This makes automated communication simple and efficient during the IVR call flow. ⚙️ Configurations ? Send message from This is the registered ...
IVR: Voicemail Step
? Overview The Voicemail Step allows callers to record a voice message that is stored in the system for later review by agents or administrators. ⚙️ Configuration ? Sound File An audio file is played to the caller before recording begins, such as a ...
IVR: Webhook Step
? Overview The Webhook Step sends an API request that delivers all call information, such as caller number, agent name, call state, IVR inputs, etc., to an external system. This enables actions like data updates or notifications based on the IVR ...
IVR: Working Hours Step
? Overview The Working Hours Step directs the call flow based on whether a call is received during or outside the configured working hours, making sure every call is handled the right way. ⚙️ Configuration ? 1. Use Account Working Hours The ...
IVR: Call Forwarding Step
? Overview The Call Forwarding step routes your incoming calls to agents, groups, or external phone numbers so that callers get help quickly and efficiently. ? Option 1: Forwarding Calls to Agents or Groups ⚙️ Configurations Below are the available ...
IVR Builder Overview
? What is the IVR Builder The IVR (Interactive Voice Response) Builder in Maqsam allows you to create dynamic and customized call flows using a drag-and-drop interface. It provides an intuitive way to automate call handling, route calls based on ...
Recent Articles
IVR: Rule-Based Routing
? Overview The Rule-Based Routing step directs incoming calls to the agents based on specific criteria, such as the caller's phone number or their status in the system's phonebook, enabling customized call flows. ? Rules ↩️ Routing Criteria Calls ...
IVR: Menu Step
? Overview The Menu Step is an interactive decision point in the IVR call flow, presenting callers with audio-prompted options and routing calls based on their keypad input. Example: A welcome message like "For sales, press 1; for support, press 2" ...
IVR: Sound File Step
? Upload or select a file from the library The Sound File Step plays an audio file during an IVR call flow, such as a greeting, announcement, or instructional message, before proceeding to the next configured step. ⚙️ Configuration ? Sound File ...
How to Find My Organization Name?
When logging into Maqsam, you will be asked to enter your Organization Name. This is the unique identifier for your company or team’s account on Maqsam and you’ll need it every time you log in. Entering it correctly is essential to accessing your ...
IVR: Set Flag Step
? Overview The Set Flag Step assigns a custom state to a call, overriding the default call state based on the configured flag. This helps with tailored call tracking and reporting. Example: Change the state of unanswered calls from "abandoned" to ...