Dan Clay owns a propane and propane accessories company in Dallas, Texas. Due to an increase in customer service calls, Dan decides to build a basic IVR that can transfer calls to appropriate queues during business hours.
Most of the calls made to Clay Propane deal with billing. Other calls to Clay Propane involve product questions, orders, and all other inquiries not related to billing.
Since Dan has some agents who specialize in billing and other agents who deal with all other inquiries, he only needs an IVR that results in two possible transfers.
However, Dan’s agents only work during business hours –– 8am to 5pm –– so he also needs his IVR to play a message and hang up when someone calls outside of business hours.