Actions in a call flow

Architect provides action components to help build a road map and define call flow behavior. This road map dictates how calls are handled from the time they enter the flow until the end of the call. A call flow can support such behaviors as playing a menu, transferring a call to an extension, prompting the user for information and transferring the call based on the caller’s input, passing the call to another IVR, and playing a message. 

These actions are available from a call flow’s Architect Toolbox. For more information about actions available in Architect’s task editor, see Task editor actions overview. To help familiarize yourself with actions available for a call flow, review the following pages:

Icon	Category	Action	Description
	Dial	Dial By Extension	Set up functionality that allows the caller to dial and transfer to a specific extension.
	Menu	Menu	Create a submenu in the starting or main menu.
		Jump to Menu	Give callers the option of transferring immediately to a designated menu.
		Previous Menu	Give callers the option of transferring to the previous menu.
		Repeat Menu	Give callers the option of hearing the current menu again.
	Task	Task	Group related steps of a process together, to create a call flow routine.
		Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
	Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
		Transfer to User	Transfer a caller directly to a Genesys Cloud user.
		Transfer to Number	Transfer a caller to an external number.
		Transfer to Group	Transfer a caller directly to a Genesys Cloud group.
		Transfer to Flow	Transfer a caller to another call flow.
		Transfer to Secure Flow	Transfer a caller to a secure call flow.
		Transfer to Voicemail	Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a Genesys Cloud user’s voicemail.
	Disconnect	Disconnect	Provide callers with a graceful way to exit a menu system by disconnecting the call immediately.