Skip to content

Using Callflows

This section describes some common callflow tasks and is updated frequently with new scenarios. As a hosted PBX user, you have multiple options for creating custom callflows to configure your PBX optimally.

Increasing or decreasing ring time

To change the duration that a device rings for:

  1. Log in to the portal.
  2. Go to Your Apps > Callflow > Callflows.
  3. Select the callflow that you want to modify or add a new callflow. See Adding a callflow.
  4. Click the user, device, or ring group that you want to modify and change the ring time as required.

Callflow action

The Callflow feature allows you to point one callflow to another callflow. IP Telecom recommends using the "Callflow" action or feature if you need to create complex callflows. Using this feature enables you to make changes more easily in future.

In the example, "MENU > 1 is pointing to the ‘2002 - Support’ callflow. You can view this separate callflow in the callflows list on the left.

Creating a loop

A loop in a callflow is used to keep calls ringing constantly. IP Telecom recommends careful consideration around setting up a loop. Calls can become stuck after closing hours if you set up a loop incorrectly.

To set up a loop:

  1. Log in to the portal.
  2. Go to Your Apps > Callflow > Callflows.
  3. Add two new callflows. See Adding a callflow. It doesn't matter what extension name or number you assign to these callflows.
  4. Configure one callflow to point to the second callflow.

    using

  5. Add the loop in your callflow by adding another element “callflow” in your callflow by pointing to one of the call flows of the loop. This will push the call to the loop once it arrives.

    using

Adding caller ID prepend

Caller ID prepend displays where the call is coming from. For example, if you have a greeting menu with various options, the user can see which option the caller selected before answering the call.

To add a prepend ID:

  1. Go to Callflows > Callflows > Add Callflow.
  2. Click the edit icon to label the callflow and click OK.
  3. Select Click to add number to add an extension or external number. Select a number if required for DDIs or main number routing.
  4. Go to the Actions panel on the right and expand the Caller ID option.
  5. Click Prepend and drag and drop it on the start of call flow.

  6. Enter the name (caller-ID name prefix) or number (caller-ID number prefix) that you would like to be displayed on your inbound call.

    Important

    MS Teams does not support caller ID prepends that contain text only. As a workaround, add a number to the end of your text to help it display when the calls are being answered in MS Teams. For example, instead of 'SALES', use 'SALE5'.

  7. Add the users or ring group that you would like these calls to ring into.

  8. Save changes.

When a caller calls into this call flow, it will go to the user or ring group, but the phone screen will display the name that you have put into the "Caller-ID Name Prefix", and then the number who is calling.

NOTE: You can also set this up quickly in Smart PBX > Groups > Group Features > Caller ID Prepend.

Setting up emergency divert

You can set up and Emergency Divert callflow in advance which can be enabled or disabled if your broadband goes down or you have any other phone issues.

To add "Emergency Divert" to a callflow

  1. Go to Callflows > Callflows.
  2. Select your main call flow.
  3. Drag a Device action to the Time of Day callflow.

    yl

  4. In "Create Time of Day", name the callflow "Emergency Divert".

  5. Select all days of the week and set the callflow to "Forced Off". This ensure that the divert callflow is ignored until it is enabled for a reason.

To enable and disable "Emergency Divert"

To activate/deactivate the callflow, you must create two additional callflows.

  1. Go to Callflow > Callflows and click Add a Callflow.
  2. Label it "Emergency Divert ON".

  3. Select a 6 digit PIN (enter it as an extension) to prevent users from dialling it in error.

  4. Add the "RESET TIME OF DAY" action to the callflow.
  5. In "Reset Time of Day Rules", drag across the Emergency Divert TOD and click Save.

  6. Add another callflow and label it "Emergency Divert Disable". Again, select a 6 digit PIN to prevent users from dialling it in error.

  7. Add a "DISABLE TIME OF DAY" action to the callflow.
  8. In "Disable Time of Day Rules", drag across the Emergency Divert TOD and click Save.

  9. Add another callflow with a different DDI (this will be the DDI used to enable/disable Emergency Divert).

  10. Add the "MENU" action to the callflow.
  11. Click "Create a New Menu" and add text-to-speech or upload a recording to identify that you are calling the correct number in the event of an emergency.

    Note

    This menu does not need to point anywhere it’s is simple to enable the options and allow the 6 digit PIN.

  12. Check the box to “Allow caller to dial extensions” in the menu.

  13. Go to Advanced and change the parameters so you are able to enter the 6 digits PIN.

Activate the Emergency Divert

After everything is set up, you can call your “DDI for Divert” number. Enter either of the 6 digit PINs and then activate or deactivated the Emergency Divert callflow as required.

Diverting calls permanently

To divert calls:

  1. Go to Callflows > Callflows.
  2. Click +Add Callflow.
  3. In "Click to add number", enter the number that you want to divert from.
  4. From the Actions panel on the right, expand "Advanced".
  5. Click and drag "Device" across to the callflow and drop it on top of the number.
  6. Click Add a new device.

  7. Select the type of device that you want the call to be diverted to (cellphone or landline).

    • Enter a device name
    • Leave as -No Owner-
    • Enter the number

  8. Click "Advanced" and uncheck the box for "Require Key Press".

    Note

    It is important to verify that the "require key press" is not checked. If this is checked, the user taking the call will be asked to ‘press 1 to receive call’ and sometimes miss the call.

  9. Save changes.

Removing call diverts

To remove a permanent divert

  1. Go to Callflows > Callflows.
  2. Select the Divert Call flow from the list on the left.
  3. Delete the number by pressing the white x in the top right of the number.
  4. Click Add Number.
  5. Click Extension.
  6. Enter a spare extension number or enter a name (in our example it's named "example").
  7. Click Save Changes

  8. After this, your numbers will be free to be assigned whatever they were assigned before.

!!! note You can delete that callflow completely or leave it in case you need to set a divert in the future.

Allow caller to dial extensions

To allow callers to dial extensions while listening to the IVR:

  1. Go to Apps > Callflows > Callflows.
  2. Select the callflow that you want to change and click the Menu.

  3. Go to "Edit menu options".

  4. Check the box for “Allow caller to dial extensions”.
  5. Save your changes.

Enable, disable or reset time of day

You can enable and disable time of day (TOD) if you have to close or open the office outside of normal hours. For example if you are closing earlier, holidays, or emergencies. Using DISABLE TIME OF DAY disables the normal configuration and sends all calls either to voicemail or another action suggested in "All Other Times" in the example below. To use TOD, you must have a call flow working already and you must set up two additional callflows to toggle your menus on and off.

In our example, (MAIN) is a call flow that works as follows:

  • During "Lunch" - calls go to VOICEMAIL
  • During "Open Hours" - calls go to a RING GROUP
  • During "All other time" - callers will hear a PLAY MEDIA file

  1. Log in to the portal hosted PBX.
  2. Go to Your Apps > Callflows > Callflows.
  3. Select the callflow you want to update from the list on the left hand side.
  4. Create two more extra callflows Disable time of day and Reset time of day.

Disable time of day

We will use "disable time of day" to disable "Lunch" and "Open Hours". This means that your calls will follow the "All other times" callflow.

To force OFF the time of the day:

  1. Click Add a Call flow
  2. From the Actions Panel, expand "Time of Day", then drag and drop "DISABLE TIME OF DAY" across and place it on top of the call flow.
  3. Move the rules you need to "Selected time of the day rules". For more information about adding time of day rules, see Time of Day

  4. Save.

  5. Go to "Click to add a number" and add *55 (or any shortcode that is not already in use).
  6. Save changes.

Reset or reenable time of day

We will use "reset time of day" to reenable the "Lunch" and "Open hours" callflow menus. Your configuration will go back to normal and TOD conditions will revert to time-based.

To reset the time of the day:

  1. Click Add a Call flow
  2. From the Actions Panel, expand "Time of Day", then drag and drop "RESET TIME OF DAY" across and place it on top of the call flow.
  3. Move the rules you need to "Selected time of the day rules". For more information about adding time of day rules, see Time of Day

  4. Save.

  5. Go to "Click to add a number" and add *65 (or any shortcode that is not already in use).
  6. Save changes.

To use this configuration, see Activate or deactivate time of day.

Group pickup

To allow a specific group of users to pick up calls from any phone:

  1. Create a group with all the users that will be picking up the calls; see Creating groups.
  2. Go to Callflows > Callflows
  3. Click Add Callflow.
  4. Select "Click to add number" and add any number that you want your users to dial when picking up the calls. In the example we are using "88".
  5. From the Actions panel on the right, expand "Advanced" and drag and drop "GROUP PICKUP" onto the call flow.

  6. Select the group that you created in Step 1 and click Save.

    Note

    All users must be in the same group to be able to pick up each others calls.

  7. Click Save Changes.

All users in the group can now answer calls for each other by dialling 88 when another user's phone is ringing.

Setting up a shortcode for ring group login and logout

IP Telecom recommends using the Call Center app for optimal ring group management. However, it is possible to set up a shortcode for users to log in and out of ring groups using Callflows.

To set up a shortcode:

  1. In the SmartPBX app create a group with all the users. Smart PBX > Groups > Add Group.

    ring1

  2. Go back to the Callflows app and create a callflow for the ring group. Callflows > Callflows > Add Callflow.

    ring2

  3. From the users column, add "Users" to the ring group.

    ring3

  4. Create a "log in" code as follows:

    • Go to Callflows > Add Callflow
    • Edit the callflow name and rename it to "Groupname - Login"
    • Click Save
    • Select Click to add number
    • Click Extension and enter the number to use to log in, for example *55 (verify that this shortcode does not conflict with others that might be set up for another feature, see Feature Codes.
    • From the Actions panel on the right, expand Ring Group Toggle
    • Click and drag "Ring Group Login" and drop on top of the callflow.
    • Select the ring group that should use this code.
    • Click Save
    • Click Save Changes

    ring4

  5. Create a "log out" code as follows:

    • Go to Callflows > Add Callflow
    • Edit the callflow name and rename it to "Groupname - Logout"
    • Click Save
    • Select Click to add number
    • Click Extension and enter the number to use to log in, for example #55 (verify that this shortcode does not conflict with others that might be set up for another feature, see Feature Codes.
    • From the Actions panel on the right, expand Ring Group Toggle
    • Click and drag "Ring Group Logout" and drop on top of the callflow.
    • Select the ring group that should use this code.
    • Click Save
    • Click Save Changes

- To log in to the group, dial the log in number *55

- To log out of the group, dial the log out number #55