Create an Extend Call Flow

In Heedify CX, call flows represent the core configuration for managing customer interactions. Each call flow links to a Microsoft Teams resource account and includes parameters that control call handling behavior.

Prerequisites

  • Microsoft Teams PowerShell module installed
  • Teams Administrator permissions
  • Available phone number (Calling Plan or Direct Routing)
  • Access to Heedify Admin Console

1. Create Teams Resource Account

Connect to teams PowerShell

connect-MicrosoftTeams

Create a new Heedify application instance

New-CsOnlineApplicationInstance -UserPrincipalName "acme_desk@acme.com" -DisplayName "ACME Desk" -ApplicationId "2ad91f01-bf93-4313-89f1-cb201229e7db"

Save the ObjectId from the output of the command as OID.

Execute the following command (use the ObjectId from the previous command output)

Sync-CsOnlineApplicationInstance -ObjectId "f1a00b7d-fddb-0142-b5f7-217f509afae5" -ApplicationId "2ad91f01-bf93-4313-89f1-cb201229e7db"

Save the ObjectId from the output as OID.

On Microsoft 365 admin center assign a Microsoft Teams Phone Resource Account license (Free) to the newly created resource account.

Assign a phone number

To assign a phone number, use one of the following commands For Microsoft Calling Plans:

Set-CsPhoneNumberAssignment -Identity "acme_desk@acme.com" -PhoneNumber "+33189385357" -PhoneNumberType CallingPlan

For Direct Routing:

Set-CsPhoneNumberAssignment -Identity "acme_desk@acme.com" -PhoneNumber "+33189385357" -PhoneNumberType DirectRouting

2. Create a call flow

  • Connect to Admin Portal
  • Open Call Flow from the main menu
  • Click +Add to add a new Call flow
  • Search the resource account you just created Resource account field.
  • Configure the general settings and keep Teams Phone Extensiblity option unselected
  • Configure and enable welcome messages in Greeting section
  • Configure open hours and holidays in Holidays section
  • Configure routing in Routing section
  • For a sample setup you can route calls immediately to a queue
    • Open the Start routing point
    • Select Queue as routing type
    • Search one of the queues you created in the previous step
    • Click the save button

Advanced IVR routing and complex flows, see: Advanced Configurations

Verification

  1. Test the phone number by calling it
  2. Verify call reaches the configured queue
  3. Check call logs in Heedify Report Portal

Troubleshooting

Issue Solution
Resource account not found Verify display name spelling, wait 2-3 minutes after sync
Phone number assignment fails Use service-type number or check Calling Plan limits
Calls not routing Verify queue exists and agents are signed in