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In the Callflows section you can set up advanced callflows to define the sequence of events that occurs when someone dials into your PBX. After you set up an advanced callflow, you can edit the callflow name and then reference it when setting up Incoming Call Handling in the Smart PBX app.

IMPORTANT: There are multiple ways to build a callflow using the Callflow app. When you are adding a new callflow, you can configure each action as you apply it. Alternatively, for some of the standard actions, you can set up the action first, and then apply it later to a callflow.

After you set up your callflow described here, you can use the callflow for different reasons. For example:

Setting up an advanced callflow

  1. Go to Callflows > Callflows.
  2. From the left-hand navigation, click Add Callflow.
  3. Select Click to add number and add either a direct dial (DDI) number from the Spare Numbers dropdown menu or add an Extension. >NOTE: If a DDI or extension is already assigned, it won't be available to select.
  4. Optional: Click Callflow to add the callflow name. IP Telecom recommends adding the extension number as part of the callflow name to make it easier to find in a search. Check the following boxes as required:
    • Hide from Contact list - the callflow name won't show in the contacts.
    • List this callflow in Main Number - check this to enable the callflow to be referenced when setting up incoming call handling.
  5. From the Actions menu on the right-hand navigation, drag the first action over and drop it directly onto the Callflow box.

    NOTE: Available places to drop are marked with a blue outline. The action immediately appears under the the callflow with an arrow showing that it is the next step in the sequence. To quickly find the action you need ,type the first letters in the search bar.

  6. Click on the action to edit it as required. For more information about the possible actions in a callflow, see Actions.

  7. Continue adding actions, each time you drop them onto the latest step in the callflow.

    NOTE: You cannot rearrange the actions in the callflow after they are added. You must first delete and then reorder them by dragging and dropping in the order that you need.



You can add the action and configure it while you are building the callflow. Following are the most common actions that you might want to apply to your custom callflows:


  • Play Media - plays an audio file as part of the callflow. See Play Media.
  • Ring Group - connects the call to a ring group, prompting multiple phones to ring until one phone answers. The ring group settings enable you to name the group, specify if the phones should ring all at once or in order, establish ringback settings, timeouts, and so on. See Groups.
  • Conference - connects the caller to a conference bridge. See Conference.
  • User - connects the call to a specific user. See User.
  • Voicemail - directs the caller to leave a voicemail message. See Voicemail.
  • Menu - directs the caller to a menu, you can edit existing menu settings or add a new menu. See Menu.

NOTE: If you want callers to be able to dial extensions, see Allow caller to dial extensions.


  • Device - connects the caller to a specific device See Device.
  • Distinctive Ring - if distinctive ringtones are configured for internal and external calls, see Internal and External Ringtone, then this action enables you to put an alert in the callflow to identify the appropriate ringtone.
  • Callflow - transfers this callflow to another callflow. This is useful for building complicated callflows, or creating a loop. See Callflow feature.
  • Page Group - directs all phones to answer on speaker mode, enabling the caller to make announcements. It is also available in two-way mode.
  • Set CAV - enables custom data about the callflow to appear on the final CDR and on subsequent call events.
  • Missed Call Alert - sends an alert (email notification) to users for unanswered inbound calls that do not result in a voicemail message.
  • Manual Presence - adds the manual presence ID for either a user or device to the callflow. By default, the presence ID is user's main extension number or the SIP username of the device. The manual presence ID is used to show the caller if that user or device is busy through the busy lamp field (BLF) indicator.
  • TTS - directs the caller to enter text that will be spoken by a text-to-speech engine over the phone. Currently, French is supported and the caller must enter the text in French to use this option.
  • Sleep - inserts a pause before the callflow continues. You can enter the number of seconds.
  • Language - changes the language of system prompts on any subsequent actions in the callflow.
  • Group Pickup - picks up a call whether it rings on a device in a group, a user, or specific device, it will pick up that call. See Group Pickup.
  • Receive Fax - directs a fax callflow to a specific user.
  • Pivot - enables you to use API operations HTTP GET or POST to create custom callflows with scripts and send those back to the server. See our API guides for more information about pivot Callflow API.
  • Collect DTMF - collects the numbers that the caller presses on the keypad. It is typically used to enable automated callflows such as "Enter your ticketnumber to get the status of your ticket". RTP telephone-events DTMF signalling between a SIP phone and us should be RFC 4733 (it might also be known as RFC 2833).

    NOTE: We do NOT support DTMF in SIP OPTIONS packets. DTMF tones will be played locally by the SIP phone to confirm the DTMF has been sent.

  • DISA - enables you to call in to the callflow and from there make a call out from the system. It is a terminating action that happens at the end of the callflow.

  • Response- returns the code you set as the SIP response code, any SIP response code can be sent. It is a terminating action that happens at the end of the callflow.
  • Conference Service - transfers the call to a conference call service. See Conference.
  • Check Voicemail - connects the caller to any voicemail box if they have the mailbox number and password. See Voicemail.
  • Fax Boxes - connects the call to a faxbox. See Fax Boxes.
  • Global Carrier - adds a service provider to the callflow. Calls are routed through the phone network using a preconfigured service provider.
  • Account Carrier - adds a specific account provider to the callflow. Calls are routed using a SIP provider, Google Voice, or a physical digital/analog line.
  • Directory - connects the caller to a directory, where they can search and find the person they want to call. See Directory.
  • Webhook - inserts an API call into the callflow for real time information on how the callflow is behaving at any level. See our API guides for more information about Webhooks.

Time of Day

This action applies a timezone to the callflow, you can enable, disable, or reset the time of day in the callflow. See Time of Day.

Ring Group Toggle

This action enables the caller to log in or out of a ring group as needed as part of the callflow. Drag either Ring Group Login or Ring Group Logout to the callflow and select which ring group to toggle between. For information about how to login and logout of a ring group, see Ring Group Login and Logout.

See Adding a ringgroup to the callflow.


This action applies hot-desking to the callflow. You can login, logout, or toggle in and out of a hot-desk. Hot-desking is set up in the Smart PBX app, see Setting up hot desking.

Do Not Disturb

This action activates do not disturb (DND) on the callflow. If DND is enabled for a user or a callflow, all calls will go directly to voicemail. You can activate, deactivate, or toggle DND during the call. See Setting up Do Not Disturb.


This action sets up caller ID for the callflow. You can enable dynamic caller ID (enter in the phone), or set up a text as a prefix to the caller ID. See Adding a prepend for caller-ID.

For more information about Caller ID, see the Dynamic CID application.

Call Recording

This action starts or stops call recording for the entire callflow. If you prefer, you can set up call recording as a preflow on the entire account if you want to record all calls. See Configuring hold music and preflow.

You can also set up call recording using the Call Recording application.

Call Forwarding

This action applies diverts the callflow to a different number. Call forwarding can also be set up in Setting up call forwarding.

Where to find more information