Create a Call Flow
Every inbound call to any number is routed using the call flow assigned to that number.
To set up a call flow:
- Go to Settings.
- Click on Phone.
- Click Add call flow.
- Name the call flow.
- Select a phone number. If you don't have any phone numbers available you need to click Buy a number first.
- Set the flow to ACTIVE.
You can select the following actions:
- Opening hours
- IVR menu
- Call record
All actions are described below.
- Select which queue the incoming calls should go to.
- Select what language the "Number in queue" messages should be in. Danish, English (British), English (US), Norwegian, Swedish, German, Dutch, French, Portuguese and Spanish is supported. You can choose gender for most of the languages.
- If you want to enable a queue timeout select Enable under Timeout. This will trigger a new action in the call flow after a certain time that you set yourself.
- Under Settings -> Queues you should make sure that at least one agent is assigned to the queue. Otherwise, no one will receive the conversation offers.
- Have calls forwarded to one or more external phone numbers.
- Rearrange the ring order by dragging the numbers up or down in the list.
- 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.
The first number on the list is called and if the call is not answered, then the second, and so on.
- Timeout can be set to: No timeout, 5 seconds to 4 minutes.
- If the conversation is not answered and a timeout has been set, you can choose a new action the the call flow.
- Start by entering the timezone for the incoming phone number.
- Set opening hours (or select "closed") for each day of the week.
- We're working on adding a calendar function that'll allow you to plan opening hours further ahead in time.
- Upload or record an announcement for the Interactive Voice Response (IVR). Beware that this announcement should go through what the callers' options are (see example below).
- Select the number of options you want under MENU.
"Thank you for calling. Please press 1 for sales, 2 for support and 3 for all other enquiries."
- All conversations after this action in the call flow will recorded and be made available to listen to in the conversation view.
- You can activate call recording at the very start of your call flow or later in the call flow depending on whether you want to record all or only some conversations.
- The recordings will be added to the conversation after it's over and are available for all team members.
- Beware that explicitly stating that the conversation is being recorded is required by law in certain countries.
- Upload or record an announcement.
- Uploading of announcements have to be in mp3 format.
- Select if the call should go to a new action or be disconnected after the announcement has been played.
An example for a small company. First, in this call flow, the flow checks to see if calls happen within opening hours.
If the call happens within opening hours it's sent to a queue named Support, otherwise it's sent to voicemail. Voicemails are offered to the next team member that's available, typically the morning after.
An example from a medium sized company. In this more advanced call flow calls are also checked against opening hours first.
If the call happens within opening hours it's sent to a an IVR menu where the customer has to select 1, 2 or 3. Pressing 1 sends the caller to a queue named Sales, 2 goes to a queue named Support and 3 is forwarded to an external phone number.
The most basic call flow in which incoming calls are always routed directly to a queue named Support.