This chapter provides a tutorial that describes how to create a very simple routing flow, in this instance, a call flow to play an announcement to the caller requesting a DTMF keypress and then queue the incoming call for a customer-service agent. It uses the standard Two-Option Menu and Emergency Announcement call flow provided with the system as a worked example. The objective here is to familiarise you with the basic steps involved in creating a routing flow.
Constructing a routing flow in the Flow Editor involves placing nodes, configuring them and defining paths between them.
For an in-depth overview of how to build Call Flows, watch our series of Tips and Tricks Videos.
Step 1: Create a new call flow
This procedure describes how to create a new call flow.
Step 2: Select the node types
This procedure describes how to select node types to use in the call flow.
Step 3: Add the nodes
This procedure describes how to place the nodes in the call flow.
Step 4: Configure the Inbound Call node
This procedure describes how to configure the parameters for the Inbound Call node.
Step 5: Configure the Check Option node
This procedure describes how to configure the parameters for the Check Option node.
Step 6: Configure the Play Announcement node
This procedure describes how to configure the parameters for the Play Announcement node.
Step 7: Configure the DTMF Menu node
This procedure describes how to configure the parameters for the DTMF Menu node.
Step 8: Configure the Join Queue nodes
This procedure describes how to configure the parameters for the Join Queue nodes.
Step 9: Configure the Connected To Agent node
This procedure describes how to configure the parameters for the Connected To Agent node.
Step 10: Wire up the call flow
This procedure describes how to connect up the nodes to create an order of execution.
Step 11: Setting Holiday Schedule
Forward planning for office closures is vital, therefore you may need to amend your call flows to include specific days when a business is closed.
Step 12: Validate and publish the completed call flow
This procedure describes how to validate the call flow and how to publish the completed call flow so that it can be assigned to service numbers and used by the system to handle calls.
Step 13: Assign the call flow
This procedure describes how to assign the call flow to specific resellers or company administrators. A call flow must be published before it can be assigned to customers.
How The Example Call Flow Works
This section describes how the worked example call flow handles calls.