FLOW CONTROLS

Flow Controls provide a simple way to manually change how incoming calls are routed. Each Flow Control has two paths: Normal and Override. The Normal path follows your regular call flow. When you switch the Flow Control to Override, incoming calls are automatically redirected to the alternate destination you've configured.

Unlike automated Time Controls, which follow a set schedule, Flow Controls let you change your call routing whenever you need to. This can be useful for unexpected office closures, staff training days, special events, or temporarily accepting calls outside of your regular business hours.

System administrators are able to manage existing flow controls, as well as create new ones, in the Account Center. Locate Flow Controls in the Phone System menu and expand the heading. Here you will see options to both Manage and Create flow controls.

BEFORE YOU BEGIN

Before creating a Flow Control, it helps to think about how you want calls to be handled both when the Flow Control is set to Normal and when it is switched to Override.

Before you select these destinations, make sure everything you plan to use in each path has already been created.

• For example, if your Normal path will send calls to a Time Control, the Time Control and its associated Calendar should already be set up.
• If your Override path will send calls to an Emergency Ring Group, that Ring Group should also be created before you begin.
• You can also assign a System Recording for callers to hear before they are sent to either destination. You can use the default recording or create a custom recording. Any custom recordings must be created in the System Recordings section of the Account Center before you set up your Flow Control.

MANAGE FLOW CONTROLS

The Manage Flow Controls page will allow you to view any flow controls that currently exist for your organization. Clicking on a flow control will allow you to edit its settings, including any locations to which calls are being directed.

Within the settings of a flow control, you will be able to edit both basic and advanced setting options.

BASIC SETTINGS

First, let's take a look at the Basic Settings for this Flow Control.

• Give your Flow Control a clear, recognizable Name so you can easily identify its purpose when adding it to your call flow.
• Select the Normal Destination where calls will go when the Flow Control is in Normal mode.
• Choose the Override Destination where calls will go when the Flow Control is switched to Override mode.
• Select the Current Mode to determine which path the Flow Control will use when it's first activated.

ADVANCED SETTINGS

There are a few more optional settings that can be adjusted for your Flow Control.

• The Feature Code can be dialed to toggle your flow control between Normal and Override modes.
• Set a Feature Code Password to limit access to the Flow Control. Only people with this pawssword will be able to toggle between modes.
• Set System Recordings for both normal and override modes if you want your callers to hear a recoding prior to being forwarded to the selected destinations.
  • A default message is already selected for each path, but you can record your own custom message in the System Recordings portion of the Account Center if you choose.
• Be sure to Save any changes you make.

You will also see a field below the the advanced settings informing you of where this flow control is being utilized in your current call flow. Where a Flow Control is placed within your call flow can be updated by going to the Visualize screen in the Account Center, or by selecting a specific phone system component where you would like it to be attached.

USING FLOW CONTROLS

Once a new Flow Control is active, there are a few ways to toggle between the Normal and Override paths.

1. System administrators can return to the Flow Control in the Account Center at any time and change the Current Mode setting.
2. Authorized users can also change the mode by dialing the Feature Code, preceded by an asterisk, from an Intulse managed desk phone or the Intulse app. If a password was set, it will be required here. Dialing the Feature Code immediately toggles the Flow Control between Normal and Override modes.
3. Flow Controls can also be managed using a BLF button on your physical device. The button will glow green in Normal mode and red in Override.
4. Flow Controls can be added to Smart Monitoring in the Intulse app, where they can easily be toggled on/off. By default, only system administrators can monitor Call Flow Controls, but additional security roles or individual users can be authorized to access them in the Admin portion of the app.