Callflows allow you to create advanced, customizable call routing plans within the Contact Center platform. This feature provides flexibility for more complex scenarios such as custom greetings, business hours handling, and multiple call queues.
Please note - configuring the other settings on this page such as users, voicemails, and media will all assist in making sure your callflow works seamlessly. Start with the smaller boxes and configure these before moving to callflows.
Accessing Callflows
- Log in to your Contact Center account.
- Go to System Settings.
- From the Voice Apps menu, select Callflows.
- Once on the Callflows dashboard, select the Callflows app.
Building a Callflow: Step-by-Step
- Create a New Callflow:
- Go to the Callflows dashboard and click Add Callflow.
- Name and Assign a Number to the Callflow:
- Click the edit pencil in the blue bar, upper right to name your Callflow
- Click the black box (Click to add number) to assign a phone number or extension to the Callflow.
- Select one of the following:
- A phone number from your account (you can also purchase one).
- Enter a new extension manually.
- Your selection(s) will display in the black title bar, and you’re now ready to add your actions.
- Your callflow cannot be saved until at least one action is added.
- When saved, your callflow will be named after the first extension number you entered. If you want to change the name, select the Edit icon at the top right of the blue callflow bar.
Note:
- Define Call Routing Actions:
- The Basic Menu with the most popular actions is displayed and open by default. To view additional actions, click the dropdown arrow of the eight available topics.
- From the right-hand Actions menu, drag and drop actions into the diagram (your palette). You can visually construct your callflow by dragging an action and placing it in the desired sequence.
- Time of Day: Route calls based on business hours or holidays.
- Menu: Present options like “Press 1 for sales, press 2 for support.”
- Play Media: Greet callers with a message or play hold music.
- Qubicles (Queues): Route the call to a group of agents in a queue.
- Voicemail: Send the caller to voicemail if no one is available.
- Callflows: Route calls to existing custom Callflows or Qubicle Callflows instead of adding queues and voicemail separate, it can be added as a one callflows
- Arrange the actions by dragging and dropping them in the order you want the callflow to follow. Drop each action onto the last action, and they will automatically connect below.
- Depending on the action chosen, additional information may need to be entered into a pop-up dialog box.
- Once all actions are added, click Create. You can edit it later if necessary.
Create the Callflow:
