IVR Call Flow

Purpose of This Guide

This article includes a diagram of the IVR self-service menu, including the announcements, explaining what happens to the call when a certain menu is selected.

The meaning of the announcements is found in the List of Announcements article.

Acronyms

CWA	Call When Available. The client will be contacted as soon as a customer service representative becomes available.
EWT	Estimated Wait Time. The system announces the time the client calling the service line needs to wait in queue before allocated to a customer service representative.