Creating a Call Flow

Admin guide
  1. Go to Settings.
  2. Click on Call Flows.
  3. Click Add call flow.
  4. Name the call flow.
  5. Select a phone number. If you don't have any phone numbers available you need to go to Settings, Phone Numbers and click Buy a number.
  6. Set the flow to ACTIVE.

‍When you have selected an incoming phone number you have to select one or more actions.

Actions

You can select the following actions:

  • Queue
  • Forward
  • Opening hours
  • IVR menu
  • Voicemail
  • Call record
  • Announcement

All actions are described below.

Queue

  • Select what queue the incoming calls should go to.
  • Select what language the "Number in queue" messages should be in. Danish and English is currently supported.
  • If you want to enable a queue timeout select Enable under Timeout. When this time limit is exceeded the conversation can be sent to new action the call flow.
  • Under Settings -> Queues you can make sure that at least one agent is assigned to the queue you select the calls should go to.

Forward call

Have calls forwarded to one or more external

Call pattern can be set to:


First to pick up
All numbers are called at the same time and the first to pick up the phone gets the call.

Sequence
The first number on the list is called and if the call is not answered, then the second, and so on.

Opening hours

Start by entering the timezone for the incoming phone number.

Set opening hours or closed for each day of the week.

A calendar function will be available

IVR menu

Upload or record an announcement for the Interactive Voice Response (IVR).

Select the number of options you want under MENU.

Example:
"Thank you for calling. Please press 1 for sales, 2 for support and 3 for all other enquiries."

Call recording

All conversations after this action will recorded and available in the conversation view. You can activate call recording in the start of your call flow or later in the call flow depending on whether you wan't to record all indcoming conversations or only conversations to specific queues.

Announcement

Upload or record an

Select if the call should go to a new action or be disconnected after the announcement has been played.

Example 1

In this call flow the incoming call checks to see if the call is within opening hours.

If the call is within opening hours the call is sent to a queue names Support.

Example 2

In this advanced call flow the incoming call check the opening hours.

If the call is within opening hours the call is sent to a an IVR menu where it is possible to select 1, 2 or 3. 1 goes to a queue named Sales, 2 goes to a queue named Support and 3 i forwarded to an external phone number.

Example 3

In this basic call flow all incoming calls are sent directly to a queue named Support.

Admin guides

Agent guides