Set up a Call Flow from Template

A call flow controls what happens to an inbound call before it reaches a person: which greeting plays, what options the caller hears, and where the call is sent. Rather than build one from scratch, you can begin with a template built into Cloud Voice. Each template lays out a working pattern for a common scenario, so you only tailor the pieces to your business and turn it on.

Note

Several templates and components react to DTMF input. DTMF (Dual-Tone Multi-Frequency) is the tone a phone sends each time the caller presses a key on the dial pad. Where you see “DTMF digit” below, it means the number the caller keys in during the call.

Available templates

Template	What it does
Linear Call Flow	Sends callers to different destinations according to the DTMF digit they enter.
Time-based Call Flow	Sends callers to different destinations according to your business hours in the default time zone.
Certified Call Flow	Sends callers to different destinations by checking their input against predefined expressions.
Database Authentication	Sends callers to different destinations by validating their input against a database.

Tip

If your scenario matches one of these patterns, starting from the closest template is faster than building from scratch. Pick the nearest match, then add, remove, or rewire components afterward to fit your business.

Caution

The Time-based Call Flow routes calls using the business hours of the default time zone. Confirm that time zone is correct for your site before you rely on it, otherwise calls can be sent to the wrong destination at the wrong time of day (for example, ringing an after-hours voicemail during the workday).

Step 1: Create the call flow

1. Sign in to your Cloud Voice management portal and go to Call Flow Designer.

   Note

   Call Flow Designer is in the main navigation of the Cloud Voice management portal, the same web console you use to manage extensions, numbers, and other settings.

   

2. Click Add.

3. In the dialog that opens, fill in the fields below, then click Save.

   

   • Name: A label that helps you recognize the call flow.
   • Remark: A short description.
   • Create Method: Choose Start from Template.
   • Template Name: Pick the template you want to base the flow on.

   Tip

   Give the flow a clear, descriptive Name now. It is how you will find this flow in the call flow list later when you enable it or come back to edit it.

Cloud Voice creates the flow and opens its configuration page, the visual canvas where the components are wired together.

Step 2: Adjust the components

Tip

If you need to set up other Cloud Voice features while you work, click Open in a new tab in the top-right corner to keep editing the flow in its own tab.

1. Click any component to open and change its settings. The table below explains what each component does and links to its full reference.

   Component	Description
   Initial Action	The entry point of the flow. Set the number(s) callers dial to start it, and optionally play a prompt to greet callers or guide them. See Initial Action.
   Prompt	Plays one or more audio prompts, or a text-to-speech message, to the caller. See Prompt.
   Business Hours	Routes calls to different destinations depending on the time of day. See Business Hours.
   Menu	Offers callers a set of options and routes the call based on the DTMF digit they press. See Menu.
   User Input	Collects DTMF digits from the caller, usually paired with a Condition component to evaluate the input and route the call. See User Input.
   Language	Switches the system-prompt language for the components that follow in the flow. See Language.
   Record	Starts recording once the caller connects to another party, with optional prompts to notify participants at the start and during the recording. You can also use it to turn off recording for calls that would otherwise be recorded. See Record.
   Dial by Number	Lets callers dial a number directly to reach a destination. See Dial by Number.
   Dial by Name	An end component that closes the caller’s connection to the flow. Callers reach an extension user by entering the first three letters of that user’s name. See Dial by Name.
   Transfer	An end component that closes the caller’s connection to the flow by sending them to a chosen destination, with optional prompts announcing the transfer. See Transfer.
   Hang Up Call	An end component that closes the caller’s connection to the flow. When a caller reaches it, the call is disconnected. See Hang Up Call.
   Condition	Routes calls based on logical expressions. See Condition.
   Loop	Runs a group of components repeatedly, either a set number of times or until a condition is met. See Loop.
   Internal Data Ops	Reads from and writes to the Cloud Voice native database. See the components below.
   Email Sender	Sends email for real-time notifications, alerts, or delivering user-specific details. See Email Sender.
   Database Access	Interacts with a database during the flow, running SQL (Structured Query Language) operations to read or update data as needed. See Database Access.
   HTTP Request	Sends HTTP (Hypertext Transfer Protocol) requests to external web servers to exchange data with third-party services. See HTTP Request.

   The Internal Data Ops group covers these components:

   • Get Extension Presence Status
   • Set Extension Presence Status
   • Get Queue Agent
   • Get Queue Info
   • Get Agent Status
   • Set Agent Status
   • Get System Info
   • Get System Capacity
   • Get Extension Info
   • Get Company Contact Info

   Note

   Every working flow needs a reachable entry and a clear exit. Confirm the Initial Action component has at least one phone number assigned, or callers have no way to reach the flow. Confirm each branch ends in an end component (Transfer, Hang Up Call, or Dial by Name), so no caller is left in a dead end.

2. Optional: To add a component, click on a branch, then choose the component you want.

   

3. Click Save in the top-right corner.

   Caution

   Your changes to the components are not applied until you click Save. Save your work before you leave the configuration page, or the edits are lost.

Step 3: Enable the call flow

A call flow does nothing until you enable it. Once it is on, Cloud Voice starts routing matching calls through it.

1. On the call flow list, turn on the switch for the flow you want to activate.

   

   Caution

   Enabling makes the flow live right away. Inbound calls to the number(s) set in the Initial Action component immediately start following it. Check that every destination is correct and test the flow before you enable it, so real callers are not dropped or misrouted. You can turn the switch back off at any time to stop routing calls through the flow.

2. Click OK in the confirmation dialog.