Call routing flows can be defined to ensure incoming calls are handled correctly by the system. A flow is assigned to a service number to ensure calls can be routed correctly when they ring that number.
For an introduction to routing flows please refer to Introduction to Routing Flows and the Flow Editor.
Click play to watch a video overview on managing call flows.
Add a call flow #
The first step is to add a new flow. Once the flow has been added it will need to be configured in the flow editor.
- 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
- If required update the flow type (either Inbound or Outbound)
- Click Save Changes
Manage Call Flows #
You are able to edit flows you are the owner of, copy flows which is useful if you need a new flow that is similar to an existing flow and remove flows that are no longer needed. You can also import or export routing flows.
Configure a call flow #
Configuring a call flow is done using the 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
Note: For full training on using the editor please refer to the Managing Routing Flows category. |