This article provides an example setup of using CloudTalk's call flow designer in order to route numbers with different country codes to the appropriate followup steps.
User Level: Admin
Sorting International Calls
If your company handles calls from multiple countries, you can use a Condition Splitter in the Call Flow Designer to automatically route calls based on the caller's number prefix. This means French callers go to your French-speaking team, Spanish callers go to your Spanish-speaking team, and everyone else goes to your general support group, without the caller needing to choose.
Filter Country Codes via Condition Splitter
Condition Splitter is a type of action available for Essential, Expert, and Custom plans within the Call Flow Designer. Using a condition splitter is great for cases where a user wants to automate the filtering of incoming calls based on caller data.
While some types of data require a caller to already be input into contacts, a country code is a useful piece of information which can be gained even by an unfamiliar incoming call number. In order to attempt to sort calls by country, we can make a series of conditions which filter incoming calls by their number prefixes.
Example: Route by Country Code
Scenario: You are a UK-based company that also services international clients, mainly from Spain and France.
Goal: Route incoming calls to the appropriate bilingual agent group. Assume incoming callers may not be current contacts.
Open the Call Flow Designer
1. From the Dashboard, click Numbers.
2. In the My numbers tab, find the number you want to configure.
3. Click + Configure (or the flow name, if one exists) in the Call Flow column.
Add the Condition Splitter
4. On the canvas, click the + button where you want to add the Condition Splitter (typically right after the Greeting step, or as the first step).
5. In the step library, under Routing logic, select Condition Splitter.
6. Click the Condition Splitter step on the canvas to open its config panel.
Create the fallback first
7. Check the No other condition is met box. This catches all calls that don't match your conditions.
8. Click Save.
Tip: Always set up the fallback before adding conditions. Adding it after existing conditions triggers a confirmation dialog that can remove your work.
Create the France condition
9. Click the Condition Splitter step again to reopen its config panel.
10. Click Add new.
11. Set the condition:
Property: Call - External number
Operand: starts with
Value: +33
12. Click Confirm.
Create the Spain condition
13. Click the Condition Splitter step again to reopen its config panel and click Add new.
14. Set the condition:
Property: Call - External number
Operand: starts with
Value: +34
15. Click Confirm.
16. Click Save.
A Confirmation dialog may appear letting you know the canvas branches will be updated. Click Confirm to proceed.
Add Ring to steps on each branch
On the canvas, the Condition Splitter now has three branches. Add a Ring to step on each:
17. Click the + below the +33 branch. Add a Ring to step (target: Group) and select your French-speaking agent group.
18. Click the + below the +34 branch. Add a Ring to step (target: Group) and select your Spanish-speaking agent group.
19. Click the + below the No other condition is met branch. Add a Ring to step (target: Group) and select your general Support group.
20. Click Save in the top-right corner to make your flow live.
Your call flow now automatically sorts incoming calls by country code and routes them to the right team.
Pro tip: If there are varying language skill levels within specific agent groups, use the Skill-Based Routing feature to ensure that the most qualified agent handles the call in the particular language.
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