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Introduction

When customers dial in your call center’s phone line, they will hear a voice recording to instruct them to press which key number so that their call can be rerouted to the corresponding department. To define this flow, we need to configure Phone IVR in Seamless Telephony module.

Phone IVR (Interactive Voice RecordingResponse) is used to route incoming calls to the corresponding queue/another IVR based on the customer’s response.

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