Create an Unify 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

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.

Associate ACS Resource

Updates an existing Teams application instance to link it with an Azure Communication Services (ACS) resource.

Set-CsOnlineApplicationInstance -Identity "acme_desk@acme.com" -ApplicationId 97510208-2738-4e17-a231-f02e35367f18 -AcsResourceId 1785e920-99dd-xxxx-959f-2e006c4a2495

Algin values depending from the region where the flow is created

Region ApplicationId AcsResourceId
Europe 13dc7c3d-b71b-4568-a68e-ac31df943617 3e7944ef-8a11-4125-8f92-8ff40adf1272
US a489a8e8-1fc9-4ab3-8086-a365cb5cae1e 6bfbd5b3-013b-443f-ac56-75d75d730dd6
APAC e4ebeb94-5452-4850-b908-98bd4eda354d 261317e9-8295-4b2f-8541-4f22e00fe879

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

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