Flow

To configure a call flow from end to end, proceed with the steps outlined below.

General

The General information section is about the following:

  • Time Zone: Defines the time zone applied when generating call detail records (CDRs).
  • Entity: Indicates the entity to which the call flow is assigned.
  • Data Location: Identifies the datacenter where CDRs and call recordings are stored.
  • Language: Sets the default language used for prompts, announcements, and reports.
  • Teams Phone Extensiblity : Specifies the operating mode of the call flow, selecting either between Unify moded and Extend model

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

  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 Holiday
  2. 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:

  1. Select action type
    1. Disconnect
    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. Disconnect
    2. Transfer to
      1. Select user phone voicemail
      2. Fill the target identity
    3. Queue
      1. 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: Routes the call to the designated queue.
  • IVR: Plays a prompt and waits for DTMF input from the caller.
  • Time: Evaluates conditions based on the current date and time.
  • Regex: Validates conditions using the caller’s phone number format and a defined pattern.
  • Prompt: Plays an audio prompt and proceeds to the next configured step.
  • Check Variable: Compares a call state variable against values in a predefined list.
  • Disconnect: Terminates the call.

Each routing step determines the subsequent action based on either a predefined condition or the caller’s input (DTMF).
Using the routing elements listed above, you can create an unlimited number of call flow scenarios.

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.

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

Recording

You can enable call recording 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.

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