Please let’s consider the following IVR project:
In this example External Dial blocks are being used but you can use any block. Basically as you can extract from the images, the idea is that if number 1 was pressed during the queue, call will go through the upper block; if number 2 was pressed then call will go through the lower Externa Dial block. Basically this is your * to go to Voicemail or 1 to go to Call Back.
So in this case we are going to work with a block called Switch. This block will help us evaluate the value of a variable and we are going to use the variable EXTEN to obtain the value of the key that was pressed during the queue.
1. So first let’s create a Switch block using variable
2. Now let’s edit the Queue that you will be using in your IVR project and let’s make sure we add the proper Context. For your case the Queue is TR_Voice_Queue and the context should be:
3. Now let’s go to Tools > Variable and add the variable
4. Let’s create (or review) the required menu options through Internal Routes:
4.1. Option ‘*’
4.2. Option ‘1’
Basically we don’t need to program actions in Inbound Routes but to create branches after the Switch block according to the options like this:
And here branch ‘*’ goes to the VM block and branch ‘1’ goes to Call Back block.