Call Flows are critical in how incoming calls are routed through our VoIP system in Practice by Numbers. They allow you to customize how calls are handled based on factors such as time of day, day of the week, and which team members or departments are available. Here's an in-depth breakdown of how call flows work and how to troubleshoot them effectively.
Understanding Call Flows
A call flow is essentially a set of rules that dictate how incoming calls are managed from the moment they are received until they are answered or routed to voicemail. The rules can include various actions, such as forwarding a call, playing a greeting, or sending the caller to voicemail.
Key Components of a Call Flow
Entry Points: This is where the call first enters the system. It could be via a direct phone number assigned to an extension, a call group, or through a virtual receptionist.
Actions: These are the steps the system takes after receiving the call. Actions can include:
Forwarding the call to a specific extension or call group.
Playing a pre-recorded greeting (such as a welcome message or office hours).
Sending the call to voicemail.
Redirecting the call to an external number (such as a cell phone or another office location).
Decision Points: Decision points are conditions that the system evaluates to determine what action to take next. Examples include:
Time of day or day of the week (e.g., route calls differently during business hours vs. after hours).
Whether the caller pressed a specific key (for systems with interactive menus).
Whether the destination extension is busy or unavailable.
Voicemail and Final Actions: If a call cannot be connected, the system will route it to a final destination, such as a voicemail box, a busy signal, or disconnect after a message.
Setting Up a Call Flow
Define the Call Entry Point
In the "Virtual Receptionist" or "Call Group" sections, assign a phone number or extension that will serve as the entry point for the call flow.
Ensure that the number is active and correctly assigned to either an individual, a group, or a virtual receptionist.
Configure Call Routing
Under "Schedules and Call Flows" in the admin panel, determine how calls should be routed. Common options include:
Forward to an extension: Route the call to an available user’s extension.
Forward to a group: Route the call to a call group.
Time-based routing: Set up different routes for specific times of the day or week (e.g., route to the receptionist during business hours and voicemail after hours).
Set Up Actions
Play Greeting: The system can play a pre-recorded message, such as a welcome greeting or office hours.
Example: "Thank you for calling ABC Dental. Our office hours are Monday to Friday from 9 AM to 5 PM."
If you have different greetings for different times of the day, ensure each is properly configured based on the time condition.
Forward to a Phone Number: You can route calls to an external number if needed. This is useful for after-hours support or when a particular team member is out of the office. Note: Call forwarding should be enabled for this.
Example: Forward after-hours calls to a manager’s cell phone or a call center.
Set Up Decision Points
Time-based routing: The most common use case. For example, route calls one way during business hours and another way after hours.
Example: During office hours, route calls to the receptionist. After hours, play a message and send the call to voicemail.
Menu-based decision: Often used in conjunction with a virtual receptionist. For example, the system might ask callers to press 1 for sales, 2 for support, or 0 to speak with the operator.
Example: "Press 1 for billing, press 2 for appointments, press 3 for emergencies."
Configure Final Actions
When a call can't be routed or the caller doesn’t select an option, the system needs to know what to do next. Final actions may include:
Send to Voicemail: If the call isn’t answered within a specified number of rings or if no one is available, send the caller to voicemail.
Play a Disconnect Message: If necessary, you can play a final message and then disconnect the call.
Redirect to Another Number: For high-priority cases (e.g., emergency lines), redirect the call to an external number like an emergency service.
Advanced Call Flow Features
Custom Call Menus (IVR Systems)
Interactive Voice Response (IVR) systems allow you to create custom menus for callers to navigate.
You can configure these menus as part of your call flow.
Set up a custom greeting: Guide the caller through menu options (e.g., press 1 for sales, 2 for support).
Define routing based on menu selection: Forward the caller based on their input (e.g., pressing 1 routes to the sales team).
Time-Sensitive Call Flows
You can build call flows that change based on the time of day. For example:
Business hours: Forward the call to a live receptionist.
After hours: Play a message and send the call to voicemail.
Multi-Level Call Flows
In more complex systems, you might need multiple layers of routing:
Primary menu: The initial greeting and menu.
Secondary routing: Forwarding to specific departments based on the caller’s selection.
Tertiary routing: If no one answers, route the call to a backup extension or voicemail.
Troubleshooting Call Flows
If your call flow isn't working as expected, there are a few key areas to investigate:
Incorrect Call Flow Configuration
Double-check the call flow configuration to ensure that each action is set up properly. For example, if a call is supposed to forward to an extension during business hours but isn’t, verify that the time settings and extension numbers are correct.
Ensure that actions like playing greetings or forwarding to voicemail are properly configured, with valid audio files and correct mailbox assignments.
Time-Based Rules Not Working
Common Issue: If the time-based routing doesn’t activate at the correct times, verify the system time settings to ensure they match your local time zone.
Solution: Ensure that the time-based rules reflect your actual working hours. Misconfigured time settings may cause calls to route to after-hours voicemail even during business hours.
Call Looping or Dropping
Common Issue: If calls are looping (repeatedly routing back to the same point) or dropping, it could indicate a problem with how the call flow was built.
Solution: Check for any misconfigured actions, such as a call that is supposed to forward to an extension but instead forwards back to the main menu or another call flow.
Virtual Receptionist Issues
Common Issue: Callers aren’t being directed to the correct departments, or the system doesn’t recognize keypresses.
Solution: Verify the menu options are set up correctly, and ensure that the system is programmed to recognize DTMF tones (the tones generated when pressing phone keys).
Voicemail Not Activated
Common Issue: If calls aren’t being forwarded to voicemail, ensure that the voicemail action is properly configured at the end of the call flow. Check that the voicemail box is correctly linked to the appropriate extension or group.
Solution: Confirm that voicemail is enabled for the user or group and that the voicemail greeting is set up.
Call Forwarding to External Numbers
Common Issue: If calls aren’t forwarding to an external number as expected, ensure that the number is correctly entered, including the country and area code.
Solution: Confirm that your external phone number is allowed by your VoIP provider and that the forwarding feature is properly enabled.
Best Practices for Call Flows
Keep it Simple: While it’s tempting to create complex call flows, simplicity is key for both callers and administrators. Ensure that the flow is intuitive for the caller, and only add complexity when absolutely necessary.
Test Regularly: After setting up or modifying a call flow, test it thoroughly. Call each extension, press every menu option, and confirm that calls are routed properly.
Maintain Clear Greetings: The caller should understand their options immediately. Use clear, concise language in your greetings and provide options that make sense for your business.
Monitor Call Logs: Keep an eye on call logs and events to identify issues quickly. Logs can provide detailed information about where a call failed and help you pinpoint problems in the flow.