Administrators can create call flows that define the services used by the system to handle calls. You can learn more about routing flows in the What is a routing flow? article.
Click play to watch a video overview on managing call flows.
Administrators can also reconfigure an existing call flow, remove a call flow from the system, or copy a call flow, which might be useful if they want to add a call flow that is very similar to an existing call flow, but they want to make slight changes to it.
Add a call flow #
- In the menu bar click Call Handling > Call Flows to see a list of available call flows
- To add a new call flow click Add and the new call flow page will be displayed
- Enter the mandatory call flow name (up to 100 characters)
- Enter a brief description (up to 250 characters) if required
- Click Add
- The new call flow will be created and you will see the message that the call flow has not been defined
Next, you will need to define how the flow will work. This is done using the Call Flow Editor. We’ve got training to support you through this process in the Call Flow Editor category.
Once the call flow has been validated and published successfully the final steps will be to:
- Close the flow editor and select the type of call flow from the dropdown list: either Inbound or Outbound
- Click Save Changes
Edit an existing call flow #
- In the menu bar click Call Handling > Call Flows to see a list of available call flows
- Select the relevant call flow
- A message at the top of the call flow details page will indicate whether or not the call flow is currently assigned to service numbers.
- Make the relevant updates
- Click Save Changes
- The flow will be updated
Note: If a Call flow editor has an unpublished changes message displayed at the top of the screen, it indicates that changes have been made to the call flow in the Flow Editor, but the call flow has not yet been published, so the changes are not yet live. You must open Flow Editor and publish the call flow before the changes are applied. |
Delete a call flow #
You can only delete call flows that you own and are not in use.
- In the menu bar click Call Handling > Call Flows to see a list of available call flows
- Select the relevant call flow
- Click Delete
- The flow will be deleted
Copy a call flow #
Copying a call flow will create an exact copy of the selected call flow.
- In the menu bar click Call Handling > Call Flows to see a list of available call flows
- Select the relevant call flow
- Click Copy
- Enter the name of the copy (up to 100 characters)
- Click Ok
- The flow will be copied
Configure a call flow #
Configuring a call flow is done using the call flow editor and will involve:
- Selecting the node types to use in the call flow
- Placing nodes in the call flow
- Configuring the parameters for each node and its branches
- Adding optional branches (if required)
- Connecting up the nodes to create an order of execution
- Creating call flow variables (if required)
- Validating and publishing the completed call flow
For full training on using the editor please refer to the Call Flow Editor category.
Definitions #
- Name: The name of the call flow.
- Description: A brief description of the call flow.
- Flow Type: The type of call flow: either Inbound or Outbound.