Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Configuring a Common IVR Flow/ Configuring a Called Route
Updated on 2025-11-07 GMT+08:00
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Configuring a Called Route

A called route refers to the called number associated with an IVR flow and consists of an access code and an extension code. A customer can trigger the IVR flow by directly dialing the called number or connect to the called number of the CEC through the core network. A called number can be associated with only one IVR flow. An IVR flow can be associated with multiple called numbers.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Called Party.
  2. Click New and configure called party information, as shown in Figure 1.

    Figure 1 Creating a Called Party Configuration
    Table 1 Key parameters in the Creating a Called Party Configuration dialog box

    Parameter

    Description

    Organization Unit

    Select the OU to which the called party belongs.

    OUs are classified into Unorganized and organized OUs.

    You can filter organized OUs by keyword.

    The options are as follows:

    • Tenant administrator: Unorganized and all OUs under the current tenant are available.
    • Common agent:
      • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs are available.
      • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the home OU, accessible OUs, and Unorganized are available.

    Access Code

    A customer can directly dial Access code+Extension code to access an IVR flow.

    The available access codes are allocated by the system administrator when the system administrator creates the tenant.

    Extension Code

    A customer can directly dial Access code+Extension code to access an IVR flow.

    An extension code is a string of 1 to 12 characters and can contain only digits, asterisks (*), and number signs (#).

    Device Type

    Select IVR to transfer voice calls to an IVR flow.

    Please Choose IVR.

    Select a published IVR flow as required.

  3. Click Save.

    The configured flow is automatically synchronized to the intelligent IVR. The intelligent IVR saves the flow information based on the flow access code.