This article will provide insight on what a call flow is and provide tips on how to map it out in the bvoip phone system.
What is a Call Flow
A call flow is the term used for how a call is intended to flow through the phone system via extensions, call queues, ring groups and auto-attendants.
What Our Onboarding Team Covers
Your call flow will be covered in full during the onboarding call as our team assists with setting things up to your desired specifications. Curious asto what the onboarding process entails for the call flow?
Please refer to our Configuring the Phone System article.
Mapping Out A Call Flow
When considering the intended call flow setup for your bvoip phone system, also keep in mind the desired caller experience that you wish to have. The desired caller experience could determine how the overall call flow can be constructed as similar items such as ring groups and call queues provide different experiences for callers.
Call Flow Complexities
Some call flows will require a few special setups that can add a layer of complexity. For example, multiple auto-attendants would be required for instances where there would be multiple menus, languages through a setup referred to as nesting, which can be done with Auto-attendants and call queues.
Another example of where a call flow have an additional layer of complexity would be for Ticket Number, Security PIN or Dial-By-Name Directory routing, which would involve additional work prior to be able to setup the functionality in full.
General and Call Queue/Ring Group Voicemails
If you are looking to have a general catch-all voicemail or a voicemail for a set ring group/call queue, this would have to be considered into the call flow as well since these destinations are built prior to being plugged into the desired routing path.
Multiple Call Lines and Hours
While we do offer services for multiple call lines, it is good to know when drafting out your call flow, to include a few basics for each desired line such as if the line will have different business hours from the others or the same in addition to the variances in call flow.