When a new Express instance is provisioned, it automatically receives a pre-built inbound voice flow. This flow is designed to handle calls efficiently from the moment a customer dials in. It orchestrates several actions—from initial data capture to phone validation, waiting time estimation, and routing to agents or fallback options like callback and voicemail.
The flow’s default configuration is set to use U.S. English for all voice prompts, and it integrates voice recognition, biometric validation, and assignment components to ensure that each call is managed based on the current call volume and estimated waiting time.
Detailed Flow Steps
1. Initial Step & Call Recording
Initial Step: The flow starts by capturing the caller’s key identifiers, including the source phone number and interaction ID.
Record Call: Immediately after, the call is recorded. This ensures that a complete record is maintained, which can be useful for quality assurance or troubleshooting.
2. Phone Validation
Identity Phone Validation: The system validates the caller’s phone number using a dedicated component. Whether the validation succeeds or fails, the call proceeds to estimate waiting time, ensuring that every caller experiences a seamless flow.
3. Estimated Waiting Time (EWT) Calculation
Estimated Waiting Time: A dedicated component calculates the waiting time based on the current load on the agents’ ring group. Two outcomes are possible:
EWT is Available: The system moves to a conditional branching step.
EWT is Indeterminate: The flow resorts to a fallback “no EWT” voice prompt.
Conditional Branch – Estimated Waiting Time Options:
This step uses a set of rules to choose the appropriate greeting:No EWT (≤ 60 seconds): If the waiting time is very short, the caller hears a prompt asking how they can be helped.
Less than 5 Minutes (between 60 and 300 seconds): A message informs the caller that an agent will be available shortly.
More than 5 Minutes (> 300 seconds): The caller is notified of high call volume and is asked if they’d like a callback.
4. Voice Navigation Prompts
Talkdesk Navigator – Multiple Variants:
Depending on the calculated waiting time:For Long Waits: A prompt stating “Thank you for calling. We're experiencing a high call volume…” is played.
For Shorter Waits: A prompt assures that an agent will be available in less than 5 minutes.
For Undefined EWT: A general inquiry is made about the caller’s need.
All these prompts allow for natural language responses and include pre-defined phrases to trigger actions such as connecting to sales or support, or requesting a callback.
5. Caller Identification
Identity Voice Biometrics:
Following the voice navigation prompt, the caller is subjected to voice biometric authentication. Using the caller’s phone number as an identifier, the system checks for a match, handles timeouts, and proceeds regardless of the biometric result by routing the call to the next step.
6. Agent Assignment
Assign to an Available Agent:
The validated call is then assigned to an available agent:Priority and Time Limit: The assignment uses a priority system and sets a 60-second time limit with an automated waiting message.
Alternate Routing: If no agent answers within the limit or the caller chooses to press a key (e.g., pressing “2”), the flow transitions to callback or voicemail options.
7. Fallback Options
Callback or Voicemail:
When an agent is not immediately available, the flow offers two fallback options:Callback: If the caller confirms a callback request by saying “Yes” or similar phrases, the system initiates a callback.
Voicemail: If the callback is not selected or if the caller fails to respond, they are guided to leave a voicemail. A follow-up prompt instructs them to leave their name and number, with an option for transcription.
8. Call Termination
End Call:
Once the call is successfully handled—whether by agent connection, callback, or voicemail—the flow concludes by terminating the call.
Default Configurations and Behavior
Language: All audio messages and voice recognition inputs are configured in U.S. English.
Timeouts & Prompts: The flow defines specific timeout periods (e.g., a 20-second timeout on voice recognition) and uses standard prompts for each branch.
Routing Conditions: Pre-set phrases for “Sales”, “Support”, and “Callback” ensure that natural language responses are effectively captured.
Agent Assignment: The default assignment parameters focus on customer service, with a one-agent ring and fallback measures if the agent does not respond.