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Call Flows

Switch a business answering route between two destinations with a feature code.

In the CRM: Voice Features → Phone System → Applications → Call Flows

Change who answers without rebuilding the route

Call Flows gives you two answering destinations and a way to switch between them. For example, calls can go to the sales team during a campaign event, then to an alternate answering destination when that team hands over.

The flow has its own extension. Route the business number or another calling feature to that extension, then use the configured feature code to switch the active destination.

An unsaved example: the flow uses extension 810 and feature code *810. Choose numbers that fit your own phone setup. Select the image to enlarge it.

Create the switch

  1. Open Applications → Call Flows and choose Add.
  2. Give the flow a recognizable Name, such as Campaign answering.
  3. Enter an unused Extension for calls passing through the flow.
  4. Enter a Feature Code that staff will dial to switch it. Use a code that is not already assigned to another feature.
  5. Set Status to True for the primary Destination or False for the Alternate Destination. Saved destination labels make the two states easier to recognize.
  6. If you want a PIN for switching, enter PIN Number alongside the feature code.
  7. Choose both destinations, add a description and Save. Then point the intended business-number route to the flow extension.

Name both answering destinations

Choose each answering destination from your configured phone features. Select the image to enlarge it.
Name both answering destinations
FieldWhat to put here
Destination LabelA short name for the primary state, such as Sales team.
DestinationThe configured phone destination used when Status is True.
SoundThe confirmation sound played to the person switching into the primary state.
Alternate LabelA short name for the second state, such as Alternate answering.
Alternate DestinationThe configured phone destination used when Status is False.
Alternate SoundThe confirmation sound for switching into the alternate state.
DescriptionA short explanation of the campaign or handover this flow serves.

Use the switch during the working day

  1. From a phone on your business phone system, dial the flow’s Feature Code.
  2. Enter the configured PIN if prompted.
  3. The flow changes to the other state. Listen for its configured confirmation sound and check the displayed label when your phone supports it.
  4. Return to Call Flows to review the active status. Future calls reaching the flow extension use that destination.

Use a manual handover for campaign coverage

A team running a promotional event can keep the primary route on the campaign advisers. At handover, the coordinator switches to the alternate route so later enquiries reach the next answering team.

Use Time Conditions when the change should follow a timetable automatically. Use Call Flows when a person should decide when the handover happens.