Form Based callflow

A call flow defines how the caller is routed trough the system and what audio prompts will be used. The callflow operated between the configured Resource Account and Queue. To create a callflow, follow these steps:

• Click ‘+ Add Callflow’
• Enter a name and a description for the flow‍
• Language‍
  
  • Optional select a language for the queue, so that the correct Audio Prompt will be selected‍
• Queue
  
  • Select the configured Queue from the list
  • Enter the amount of seconds the call must be offered to the agent, before putting in back to the queue or offer the call at another agent (default value [empty field] is 20 seconds, minimum is 10 seconds).
• Schedule
  • Select the configured opening-hours schedule from the list
• CRM
  • If you have configured a CRM Replicator, you can enable this setting and select the correct source. When found, the displayname and company name will be shown in the Agent App when a caller enters the queue and is offered to the agent.
• Audio Prompts
  • Greeting audio file: is played to every caller before entering the queue
  • Announcement file: is played directly after the greeting file (eg. can be used to announce a temporay special message)
  • Background audio: is played when user is waiting in the queue. You can find an example file on the audio prompt page
  • Wait message file: is played every xx seconds (for example: “all our agents are busy, please wait”)
• Call time out handling
  • You can configure a queue timeout (minimum value is 10 seconds). When a caller reaches this timer, you can play a Call timeout message followed by an action:
    • Disconnect
    • Redirect to an external phone number (this can also be an native Teams Auto Attendant with a menu or an instant redirect to a voicemailbox)
    • Specific person in the organisation

Currently, you cannot route a call directly to another resource account (although you can find it in the persons list). Microsoft is currently working on this

‍

• Call closed handling
  • If a call is received during closed hours (as defined in you schedule) you can select an audio prompt to play
  • and an action to disconnect the call or redirect to another destination
• Schedule closed handling
  • When a schedule is configured and at the time of the call the schedule is closed, you can select an audio prompt to play
  • and an action to disconnect the call or redirect to another destination
• Schedule holiday handling
  • When a schedule is configured and at the time of the call the schedule is set to holiday, you can select an audio prompt to play
  • and an action to disconnect the call or redirect to another destination

• No Agents available handling
  • If all agents are logged out, or have the ‘Off Work’ status you can select an audio prompt to play
  • and an action to disconnect the call or redirect to another destination

• Webhooks
  • Here you can configure a webhook which is triggered when the corresponding action occurs.
  • For information about the contents of the webhooks, go to this page.