(13.5) Caller Lists

Caller Lists help in providing specific IVR treatment to callers based on the caller type.  For instance, giving prioritized treatment to VIP callers or block prank callers.

Users can create specific caller lists and start adding callers to the list so as to provide different treatment to them based on the list to which they belong. When a call lands in the call center, the IVR script queries the status of the caller from the application over RESTful APIs. So if the caller exists in some caller list such as VIP callers list, the appropriate call treatment would be provided to the caller based on the business policies.

Administrators can add caller lists based on different caller types or segments (such as Prepaid, Postpaid) as identified by the business and give customized treatment to them based on the caller segment.