Callflows

Callflows allow you to customize how numbers route to Users, Groups and Devices. From here, you can also configure an Automated Attendant / IVR, Time of Day rules or Off-Net (Outside) Call Routing.

Note: Make sure all Users, Numbers and Devices you want to link have been added to your account.

How Callflows Work

Callflows allow you to route calls in several ways; set up Hunt Groups or edit your Automated Attendant / IVR (Interactive Voice Response) system in real-time. You can also forward your calls to your mobile, alternate number or a voicemail inbox during non-standard office hours with Time of Day routing.

Click the [Phone] icon on the left navigation bar, followed by Callflows to access the Callflow section.

CallFlow

Click on the [Create New Callflow +] button to access the Callflow Designer.

CallFlow

Design Callflows using the Callflow Designer – using the elements below – to facilitate your individual company needs for direct dials, extension numbers and external numbers.

UC-Line Callflow Designer Element Overview

The Callflow Designer features a menu of Elements that determine how your calls will behave when linked to a dialled number. To create a Callflow, drag and drop Elements into the Call Flow designer. Below is a brief description for each Element of what it controls.

Callflows

Ring you to decide where your inbound calls will reach by setting specific endpoints: User, Device, Groups or Off-Net Divert.

The Ring Strategies below determine how calls will reach endpoints.

  1. Simultaneous rings all selected Users, Devices, Groups or Off Net Divert numbers together for the same time.
  2. Loop rings from the first endpoint to the last in a set order.
  3. Sequential rings from the first endpoint to the last in set order.
  4. Random rings through the list of selected endpoints in a random order each time.
  5. Delay sets the time that each endpoint will ring in seconds.
  6. Timeout sets the time a Callflow will ring in seconds.
Callflows Send call to a specific Voice Mailbox.
Callflows

Time of Day defines the hours during which your phones will ring.

  1. In Working Hours Place the Element(s) needed within the Time of Day Element box to set up call routing during the working hours set. Set up multiple Time of Day rules within one Callflow to suit your business requirements.
  2. Outside Working Hours: Place the Element(s) outside of the Time of Day Element box you wish the call to adhere to outside of your business hours.
Callflows The UC-Line Auto Attendant or IVR Menu directs calls to specific endpoints depending on which option the caller chooses using the number keys (0–9) on their handset. An audio file – for example “Dial 1 for accounts” – can be uploaded to the UC-Line Platform via the Media section.
Callflows

Conferences can be configured for internal or external numbers.

  1. When linked to an Internal Number for convenience to skip the calling of a Conference Bridge Number when entering the Conference Service.
  2. When linked to an External Number this number will now act as a Conference Bridge Number.
Callflows

Mobile devices with a live internet connection can join UC-Line Video Conferences when linked to an Internal Number.

  1. User with a video camera-enabled phone can join as a video attendee once provided with the Room and Pin Number.
  2. Non-camera enabled Phones can join for audio-only dial-in.
Callflows

All endpoints linked to a Paging Element will answer automatically on loudspeaker – allowing the caller to broadcast a message to all Users / Groups – once the number linked to the Paging Callflow is called.
Callflows

Play allows you to play a short audio file within a Callflow. Add useful audio messages for callers such as a message that explains that their calls are being recorded, voicemail greetings, or out of hours messages.
Callflows

Park allows a User to transfer calls to an extension linked to a Callflow, placing them on hold until they are retrieved from the Parking Position. This allows any user to access a call on hold.
Callflows

Sends a call to an existing Callflow. Useful when creating large Callflows rather than recreating small Callflows such as Direct Dials.
Callflows

This test-only element sends calls to Music on Hold (max 3hr). Calls cannot be retrieved, it does not define the Music on Hold per Callflow.
Callflows

Test-only Echo helps determine internet quality and identify call quality issue source. Echo should be used for testing only.
Callflows

Whitelist determines call routing based on incoming Caller ID/Number. This means destination endpoints can be changed without the caller’s knowledge and can allow whitelisted users to directly reach a number.