Callflows

The Callflows page is where you manage the call flows used on your platform. A call flow defines how incoming calls are handled and routed—for example, playing a welcome message, directing callers through an attendant, or placing them in a queue. You can find this page under the Contact Center section in the left-hand menu.

Understanding the page

The counter at the top shows the total number of call flows currently configured (in this example, 3). Each call flow is listed in a table with the following columns:

• Name – The name of the call flow (for example, "Basic Attendant Callflow").
• Actions – The controls for managing each call flow.

Working with call flows

To create a new call flow, click the Add New button in the top-right corner.

To edit an existing call flow, click the blue pencil icon in the Actions column for that row. To delete a call flow, click the red trash icon in the same row.

Form based Callflow

The form-based call flow lets you build a call flow by filling in a set of fields that define how incoming calls are handled. Click Add New on the Callflows page to open the Create Callflow dialog, then complete the fields below.

1. Description – Enter a description for the call flow to identify its purpose.
2. Select a Welcome prompt – Choose the audio prompt that plays to callers when they first reach the call flow.
3. Select a Queue – Choose the queue that callers are placed into.
4. Select a Queue prompt – Choose the audio prompt that plays to callers while they are waiting in the queue.
5. Welcome Prompt Timeout (in seconds) – Set how long the welcome prompt phase lasts before the call proceeds. Use the plus and minus buttons to adjust the value (the default is 30 seconds).
6. Queue Prompt Timeout – Set how long the queue prompt phase lasts. Use the plus and minus buttons to adjust the value (the default is 30 seconds).
7. Select a schedule – Choose the schedule that determines the call flow's operating hours, such as business hours and holidays.
8. Select replicators – Choose the CRM replicators for CRM recognition to apply to this call flow.

When you have completed the fields, click Save in the bottom-right corner to create the call flow.