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Call Routing · Completed
IVR Flow Viewer & DNIS Mapping
A comprehensive IVR flow visualization tool with DNIS mapping dashboard, real-time call routing analytics, and queue management for Genesys Cloud CX.
Call RoutingDuration: 4 monthsCompleted
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Project Overview
Built an enterprise-grade IVR Flow Viewer application integrated with Genesys Cloud CX that provides real-time visualization of call routing flows, DNIS mapping management, and queue analytics. The dashboard features interactive flow diagrams, drag-and-drop configuration, and comprehensive reporting capabilities.
Key Architecture Features
- Real-time DNIS mapping dashboard with 12+ entry management
- Flow mode distribution analytics (Queue, Menu, Route)
- Organization-based filtering and service name tracking
- AI Consent and Recording consent management
- Interactive flow visualization with drag-and-drop editor
- Export to PDF functionality for compliance reporting
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