Pointe Grand IVR · 03 Applications Branch

Pointe Grand IVR · 03 Applications Branch A workflow diagram generated by Archify. 01 / Menu And Status Info 02 / Office Open Route 03 / Office Closed And Overflow Phase 2, later MENU-MAIN key 2 · Applications · Menu And Status Info MENU-MAIN key 2 Applications INFO-APP · portal status and uploads · Menu And Status Info INFO-APP portal status and uploads Hours Check · Menu And Status Info Hours Check PHASE 2: AI Status Lookup · once secure · Menu And Status Info › Phase 2, later PHASE 2: AI Status Lookup once secure Applications Route (pending) · HOLD set starts, onsite then centralized · Office Open Route Applications Route (pending) HOLD set starts, onsite then centralized Agent Answers · applications team · Office Open Route Agent Answers applications team AH-GEN · after hours line · Office Closed And Overflow AH-GEN after hours line VM-AH · Voicemail, after hours · Office Closed And Overflow VM-AH Voicemail, after hours VM-OVERFLOW · Voicemail overflow queue · Office Closed And Overflow VM-OVERFLOW Voicemail overflow queue answered exhausted office closed office open phase 2 press 2 Legend User UI Policy Tool action Context / trace Cloud service External system

Phase 1 Scope

  • • No AI on this branch in Phase 1, screening data stays human
  • • Applications route's centralized team assignment is pending: Operations