Can Calls Bypass the IVR Based on Certain Data?

[InvocaKnowledge]

Question Variations

Can we set it to bypass the IVR when it has a certain calling page?

Applies To

Campaign, Call Treatment

Answer

In a Campaign Call Treatment, you can establish conditions using "If" and "then" to verify specific data using AND, OR, or NO conditions, and define how to manage them.



For example, if you want to bypass the IVR when the "calling page" is "invoca.com", you can set it as: 

In this scenario, if the calling page is "google.com", the call will be directly routed to the call center, while the remaining calls will proceed through the IVR questions.

Additional Information

When evaluating the condition, the use of a wildcard for data will not be supported but instead, you can update the expression "=" to "contains".
(Resource: Can I Use Other Comparison Operators to Check a Condition In Call Treatment? )




When dealing with a lengthy data list, utilizing a lookup table to populate customized data can streamline the process. This customized data can then be added to the Check Condition instead of concatenating multiple data.