Flow

You can follow the steps below to fully configure a call flow.

1: General

The General information section is about the following:

• Time zone

• Entity

• Data location

  • Europe

  • United States

• Default language

Call flow entity cannot be updated

Data location for Asia is coming soon

2: Greetings

Greetings are voice messages that you want your customer to hear before for any single call.

You can define multiple messages and you can enable and disable them according to your needs.

In normal circumstances a welcome message is played to confirm the service identity such as 'welcome to contoso service desk' . but you may need to play other audio messages.

An emergency message may be useful if you are expecting a large amount of call about a known issue and you want to announce that you are working on it.

You can configure the following type of messages:

The greeting messages will be played in the order below

• Emergency message

• Welcome message

• Flash message

• Custom message

3: Holidays

Holidays

Define the holidays message

1. select audio or text message

2. Select one audio message from media library if you selected audio in 1.

3. If you selected text:

   1. Choose one language

   2. Add tour message text

   3. Click the generate audio button

Define holiday days

1. Click Add new Holidays

2. Define start and end day

Define Weekd-End days

By default saturday and sunday are considered as Weekd-End. you can change this by adding and removing the right week days for the service.

Holidays fallback

Holidays fallbacks defines the action to take when a customer calls during holidays.

To configure fallback:

1. Select action type

   1. Disconnet

   2. Transfer to

      1. Select user phone voicemail

      2. Fill the target identity

   3. Queue

      1. Select the target queue

Business Hours

Define the holidays message

1. select audio or text message

2. Select one audio message from media library if you selected audio in 1.

3. If you selected text:

   1. Choose one language

   2. Add tour message text

   3. Click the generate audio

Define Open hours per day

You can define up to 2 open slots per days.

For each slot define slot start hour and slot end hour.

Business hours fallback

Holidays fallbacks defines the action to take when a customer calls out of business hours.

To configure fallback:

1. Select action type

   1. Disconnet

   2. Transfer to

      1. Select user phone voicemail

      2. Fill the target identity

   3. Queue

      1. Select the target queue

4: Routing

Call routing can be defined by chaining multiple routing steps.The Start step is the entry point for the call routing.

Routing can be build using the following step types:

• Queue

• IVR

• Time

• Regex

• Transfer

• Prompt

• Disconnect

Each routing step defines the next routing step based on a check or on caller action (DTMF). you can then build an infinity cases with the routing method stated above.

To create a new routing step

1. Click Add new routing

2. Fill the routing step name (without spaces)

3. Click + to add the step

4. Update the routing step settings.

5: Functional admins

Functional admins or supervisor are users how are able to read and write some settings.

They have access to realtime dashboard and reports and they can see live in the supervisor console connected calls with agents.

To add a functional admins:

1. Search for user by display name

2. Click the Add button

6: Recording

You can enable call recording for a call flow from the recording tab.

There is no permissions granted by default to read audio records. Administrator should authorise user explicitly to have access to records one recording is enabled:

1. Search for user by display name

2. Click the Add button

All calls for a flow will be recorded automatically once connected to an agent

Only calls with eligible agent (having the right license) will be recorded