The User Scenario

The Database Routing application is very versitile. When the customer calls in, they are asked to enter their account number. With this information the IVR can route specific calls to different departments.

For this demonstration, the customer calling in has an overdue payment on their account. The IVR will route the call through to the accounts department.

• When prompted, enter your account number '123456' on the mobile phone, followed by the '#' key to proceed to the next step.
• Or simply click the 'next' button to proceed.