The Call Flow Designer allows you to set up different phone trees to route and manage calls efficiently. There are many options on how you might configure your phone numbers.

To find out which features belong to each plan, reference our Pricing page.

Intelligent call routing based on your customised pre-defined rules can be configured in the CloudTalk Dashboard. You may design different call flows for each phone number.

This video will describe all that you need to know in regards to our Call Flow Designer. Yet, continue reading for further details.

General settings

  1. Intelligent call routing based on your customized pre-defined rules can be configured in the CloudTalk Dashboard. You can design different call flows for each phone number.

  2. Access the menu and go to Numbers in CloudTalk Dashboard. A list of all your phone numbers will appear. You can configure each phone number individually by clicking on the blue pencil icon.

Call number settings

First, click on the icon “⚙️”, then on the phone number. In this step, if needed, you can enable/disable the call recording and mandatory call tagging, configure business hours or international calls. Otherwise, these settings will behave the way they were set by default. 

Call number settings in detail:

  • Business Hours: You can configure business hours for each phone number. Find more information in an article, dedicated to Business hours

  • International Calls: You may create limitations for international calls. Your agents will be able to make phone calls only to countries which you have selected. For security reasons, we recommend enabling only those countries that are really necessary.

Important notice: This step will overwrite your company settings of International Calls for a specific number.

  • Pro Tip: Choose an internal labels

You can give a personalised name to each of your phone numbers. Labels will help you easily identify phone numbers in the interface. Labels are also displayed in statistics, reports, inbound calls, etc. 

Design your call flow

By clicking on the icon “+”, you have an opportunity to insert different steps into your Call Flow. 

Setting up the call flow designer

Call Flow Designer allows you to set up a sequence of steps that will be followed for each inbound call made to the selected phone number. The aim is to avoid missed calls. 

  • #1 Example: Firstly, the caller listens to a welcome message and then calls to group Support. If no one from group Support answers, the caller is redirected to leave a voicemail.

  • #2 Example (advanced): The caller first hears a welcome message, followed by IVR, which will redirect him either to the call group Support regarding a Support issue or the call group Sales regarding a Sales issue. If no agent is available, the caller can leave a voicemail. 

Choose a type depending on the way how the phone number will be used:

  • Call to agent – all calls are routed to a single agent. Find out how to add new agents here.

  • Call to preferred agent - when the specific contact in the contact list is associated with the preferred agent, this contact will be automatically routed to the preferred agent. If no preferred agent is set for the specific contact, this step will be skipped.

  • Call to group – calls are automatically routed to a selected group of agents from the list. To find out how to create a group, click here

  • Playback - You can choose a predefined message from the list to be played to each caller at any time (by insert “Playback”). For more information on how to create customised messages, click here.

  • Voicemail - As we mentioned, you are also able to route the call into voicemail. In this step, you can select which group or agent should receive this voicemail.

    Furthermore, you can decide whether you want the voicemail to be sent to the agent's email and if the voicemail recording should be attached. Messages cannot be assigned to this step, so you will need a Playback step directly before the Voicemail step, in order for the caller to hear the voicemail recording before leaving their message.

    Note:  Choosing "Yes" to sending voicemail to the agent email 
    address will send an email to ALL agents in a group when a
    group is selected.

  • Redirect to external number - If you wish (e.g. for business-critical lines), you can redirect the call to an external number outside of CloudTalk. Once a call is redirected, it is now considered an outbound call and will be charged the outbound rates. These outbound minutes will not be counted as call packages that are assigned to specific agents.

  • Call recording - Let's say that you want to record just a specific part/branch of the call flow. Therefore, you insert the option Call recording. If you skip this step, the call recording will remain as according to general settings rule. 

  • Fax – Select this option if you need to use a fax machine. The phone number will be immediately ready to receive fax messages. Define an email address where all fax messages will be automatically send.

    Important notice: This step can’t be combined with any other steps.

  • Conference room – You can assign a phone number to a conference room, so that the conference room can be reached from public phone numbers. To find out how to create a new conference room, click here.

    Important notice: This step also can’t be combined with other steps.

  • External API - you can utilise your own Information System, in order to route the call to your best agent / group. In this step, you may define an API endpoint to which CloudTalk will send a request, containing the phone number that is calling your line and your CloudTalk phone number which is being called to. As a response, we expect type (agent / group) and the extension. For more information, contact our support.

  • Webhook - you may also select to get a request every time a call reaches a certain point of a dial plan. In this case, set up a Webhook step with an endpoint, where we will send a request, containing the phone number that calling your line and your CloudTalk phone number which is being called to. This might be useful for tracking the number of calls that are reaching a certain path of IVR.

  • Get and dial an extension - Extension numbers allow big-sized companies to connect callers to dozens different departments or employees.

    Important notice: callers need to know the extension number agent/group they wish to reach. This step can have a recording assigned directly to it.

  • IVR - IVR allows you to guide the caller through different options and make sure they are always directed to the right department or agent. 

  • Time router - You can also set custom paths of a call flow, based on time and day. This step is very similar to IVR, just instead of setting each call to be routed by key-pressing, you define branches based on times and days (Monday - Sunday / Holidays). There is also a failover option which acts on all the time that hasn't already been specified.

  • Go to - If you have multiple numbers that require the same call flow, only one number will require to have it built in and others can use the "Go To" step to instead.

How to insert a step in the middle of the specific call flow?

Have you already created a specific call flow (i.e. multi-level IVR) and once you finished, you realised that you forgot to insert a specific step (i.e. welcome message)? There is need to delete the whole call flow and start over again. Follow these steps:

  1. Press the button “+”  in the step before the place where want to insert the new step. 

2. Select the option you want to insert

How to delete a step in the call flow? 

  1. Go to settings of the specific step (click on the icon “⚙️”)

2. Click on the “🗑️” icon

3. When deleting something, you can either choose to delete only this step or all subsequent actions.

And that's it!

Important notice: In case of deleting IVR or time router from your call flow, the system deletes all the subsequent actions, because they all are associated with this step. 

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