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IVR Ticket Booking & Updates Flow

This document outlines an interactive voice response (IVR) system for booking tickets and providing updates. The IVR flow begins by asking the caller to input the last digits of their circuit ID to validate their identity. If valid, the system will book a ticket and play back the ticket number. It will then ask if the caller wants updates on another number. In a second phase, the IVR verifies the caller's number and asks them to enter the ticket number and select a problem type. It will then play the last update and ask if the caller wants future updates sent to another number. The caller can then choose to go back to the main menu, speak to an executive, or end the call.

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Akash Tiwari
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86 views7 pages

IVR Ticket Booking & Updates Flow

This document outlines an interactive voice response (IVR) system for booking tickets and providing updates. The IVR flow begins by asking the caller to input the last digits of their circuit ID to validate their identity. If valid, the system will book a ticket and play back the ticket number. It will then ask if the caller wants updates on another number. In a second phase, the IVR verifies the caller's number and asks them to enter the ticket number and select a problem type. It will then play the last update and ask if the caller wants future updates sent to another number. The caller can then choose to go back to the main menu, speak to an executive, or end the call.

Uploaded by

Akash Tiwari
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Call from Customer-

Tickect
booking
enabled

Y
IVR Flow

1.Ticket Booking

Calling
number N
matches?
Play the customer
name-Not feasible and
ask the customer to
enter CUID?-Not Y
required confirmed
by user/data issues

Ask customer to
input last
numerical digits
of circuit id and
press #

Y Valid N
Circuit ID
Valid
Circuit ID

Ask to select the


problem type-
Siddharth to
provide

TT already How to check if Ticket is already booked ?


booked on
Y circuit id with N
relevant
problem Type

Book TT & Play


Playback TT
back TT number
number to Ticket pattern is not available yet to develop logic to play
to customer
customer
from CRM
from CRM

Ask customer: Would


you wish to get
update on any
number other than This Prompt is missing, once we have this prompt this fun
the registered
number?

N
Y

Ask customer
to enter This number should get the SMS notification along with the registere
number &
press #

Call end
Tickect
booking N
enabled Existing flow
Play prompt
#1 Ticket booking
Play prompt
#2 Updates
#1 Ticket booking
#3 Other Information
#2 Updates
#4 Billing related
#3 Other Information
queries
#4 Billing related
#5 Partner Portal
queries
related queries
#5 Partner Portal
#6 API related queries
related queries
#7 Customer portal
#6 API related queries
related
#7 Customer portal
related

IVR

3,4,5, 6 & 7 Other Information,Billing


2. Ticket related queries,Partner Portal,API related
Update/In queries
second phase

Calling
number
matches? N

Ask customer to
enter the first 4
digit number of
Route Call to ticket
call center
executive

Ask customer to
select type from
the options
played
Ask customer to
enter the date in
the ticket format

Valid TT

et to develop logic to play ticket number in IVR

Play back last


update from
remedy to
customer

e have this prompt this functionality will be active.

Ask customer: Would


you wish to get
update on any
number other than
the registered
number?

on along with the registered number. Y

Ask customer
to enter
number &
press #
stomer to
the first 4
umber of
ticket

ustomer to
t type from
e options
played
customer to
er the date in
ticket format

Valid TT

Play back last


update from
remedy to
customer

sk customer: Would
you wish to get
update on any
number other than
the registered
number?

N
This number should get the SMS notification along with the registered number.

Ask customer
to enter
number &
press #

#1 Go back to main
menu

#2 Still want to speak to


executive

#3 end call
#1 Go back to main
menu

#2 Still want to speak to


executive

#3 end call

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