Flow
You can follow the steps below to fully configure a call flow.
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
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.
The greeting messages will be played in the order below
- Emergency message
- Welcome message
- Flash message
- Custom message
Holidays
Define the holidays message
- select audio or text message
- Select one audio message from media library if you selected audio in 1.
- If you selected text:
- Choose one language
- Add tour message text
- Click the generate audio button
Define holiday days
- Click Add new Holiday
- Define start and end day
Define weekend days
By default saturday and sunday are considered as weekend. you can change this by adding and removing the right week days for the service.
Holiday fallback
Holiday fallbacks defines the action to take when a customer calls during holidays.
To configure fallback:
- Select action type
- Disconnect
- Transfer to
- Select user phone voicemail
- Fill the target identity
- Queue
- Select the target queue
Business Hours
Define the holidays message
- select audio or text message
- Select one audio message from media library if you selected audio in 1.
- If you selected text:
- Choose one language
- Add tour message text
- 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:
- Select action type
- Disconnect
- Transfer to
- Select user phone voicemail
- Fill the target identity
- Queue
- Select the target queue
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 built 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
- Click Add new routing
- Fill the routing step name (without spaces)
- Click + to add the step
- Update the routing step settings.
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:
- Search for user by display name
- Click the Add button
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:
- Search for user by display name
- 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.