There are several features that can be added onto your phone system. Each feature is described below, with a link to the support article explaining how to add that feature to your call flow. As you add components to your call flow, the Visualize screen will allow you to see the path a call will follow as it comes into your organization. The beginning of the Moderate Flow Route video below will explain how to follow and utilize the Visualize screen.
The "Moderate Call Flow" video at the bottom of the page will walk you through how to set up voice menus and time controls.
Voice Menus allow you to direct calls coming into your organization based on a selection the caller makes on their keypad. Callers will hear a recorded greeting, presenting them with menu options which, when selected, will route their call to the corresponding destination.
Click here to learn more about creating VOICE MENUS
Time controls use a linked calendar to determine when your organization is open or closed. For example, you may have a calendar for your open and closed hours linked to a time control that sends your calls to a ring group when you are open and to a voicemail when you are closed. You can have multiple time controls set up within your system; maybe you want to check for holidays and special events in addition to open and closed hours.
Click here to learn more about creating TIME CONTROLS
The "Advanced Call Flow" video at the bottom of the page will walk you through how to set up announcements, flow controls, and redirects.
Announcements can be used to convey any message to your callers, such as special holiday hours or an industry specific disclosure, before the call goes to a ring group, extension, voicemail, or any other system feature. Each announcement will require a separately recorded system recording.
Click here to learn more about creating ANNOUNCEMENTS
Flow controls can be toggled between "Normal" and "Override" modes, which allows administrators to control the flow of calls coming into your organization. These are manually controlled, which is different from calendar driven time controls. For example, an event on your calendar will tell a time control whether your organization is open or closed for the day. However, a flow control is manually toggled on and off and can be used to override your time controls, allowing you to open or close your phone system outside of normally scheduled hours.
Click here to learn more about creating FLOW CONTROLS
Redirects allow you to forward, or redirect, incoming calls to another phone number, such as a cell phone. This will prevent callers from going directly to voicemail in a situation where calls cannot reach your normal phone lines. For example, if your internet service is down, you could set up a redirect that would route calls coming into your organization directly to a cell phone instead.
Click here to learn more about creating REDIRECTS
Once you apply changes and update your system, we recommend calling the temporary number from your onboarding ticket to test your call flow. It is a good idea to call both during and after business hours to make sure everything is functioning as expected.
To learn more about CONFIGURING YOUR DEVICES, click here
Devices › Manage. For more information about configuring your supported devices see the Managing Devices and Device Templates articles on this site.Moderate Call Flow covers Voice Menus and Time Controls
Advanced Call Flow covers Announcements, Flow Controls, and Redirects