This is the initial component for incoming call flow definitions.
If a blocklist of phone numbers has been configured at the account level, the component will take it into consideration.
In case an incoming call from an unknown phone number reaches the “Incoming call”, a contact will be automatically created in Talkdesk. For more information on contact creation, please visit our Conversations page.
Use the variables fields of the “Incoming call” component to expose data points such as the contact’s name, address, and phone details, among others.
In this component, you can also make use of the User to User Information (UUI) SIP Header by mapping it into a variable and retrieving information from external systems to manage incoming calls and route them to the appropriate agents. Through UUI SIP Headers agents can get information about the caller, and the call destination, among other attributes.
Updated 3 months ago