Pointe Grand IVR · 01 Front Door

Pointe Grand IVR · 01 Front Door A workflow diagram generated by Archify. 01 / Call Intake and Main Menu 02 / Menu Branches and Errors EX / Closures and Phase 2 (dashed) Inbound Call · Call Intake and Main Menu Inbound Call GRT-PROP · Greeting, adds pre-leasing · Call Intake and Main Menu GRT-PROP Greeting, adds pre-leasing DISC-1: Disclaimer · Call Intake and Main Menu DISC-1: Disclaimer MENU-MAIN · Main menu · Call Intake and Main Menu MENU-MAIN Main menu ERR-1/2, Hours Check · Re-prompt: star, 0 · Menu Branches and Errors ERR-1/2, Hours Check Re-prompt: star, 0 To 02/03/04 · Branch routing · Menu Branches and Errors To 02/03/04 Branch routing Phase 2: Caller ID Routing · Residents, toured HOT, ES-9 · Closures and Phase 2 (dashed) Phase 2: Caller ID Routing Residents, toured HOT, ES-9 CLOSE-HOL / CLOSE-WX · Forces closed path · Closures and Phase 2 (dashed) CLOSE-HOL / CLOSE-WX Forces closed path forces closed open/closed Phase 2: caller ID lookup before greeting 1/2/3/7 wrong/no input Legend User UI Agent logic Policy External system

Script, Warmth, Phase 2

  • • MENU-MAIN: leasing 1, applications 2, residents/vendors 3, emergency 7. Wrong input: not recognized, here are the options again
  • • Lead warmth: key 1 leasing is WARM; toured or tracking-number entry is HOT
  • • Phase 2: caller ID routes residents/toured (HOT)/applicants/Spanish key 9; tracking numbers to MENU-LEASE (HOT)
  • • TO-BRANCHES routes to leasing (key 1, WARM), applications (key 2), residents/vendors (key 3), emergency (key 7)