CALL FLOW

The Call Flow process represents a totally new way to visually understand and control how calls route, schedule, and answer calls. This Call Flow process covers vacation, office and routing settings, including a new default setting that ensures every call will be handled even when no alternative is specified or is active. Default setting makes sure that all calls are handled without having to set anything in the system. Call Flow also steps you through the settings in execution priority order improving understanding of how the call will ‘flow’ through the available options for the telephone number or extension.

Please note that Call Flow process options are dependent on how a telephone number (DID) or extension is defined in the system. For example, Auto Attendant numbers have different call flow options from Routing extensions that have different Call Flow options than Ring Group numbers.

OVERVIEW

There are a maximum of four steps to complete the Call Flow process. The first step is to select the Extension for which you want to configure the Call Flow. Depending on the selected extension, whether the extension is an Auto Attendant, Routing Extension, Call Center, Virtual Extension, Fax or vFax, Dial by Name, or Voicemail, the Call Flow display and steps are context sensitive and can vary between one to four.

Extension

The Select Extension screen is organize by the type of extension set up in the system. You will only see the types of Extensions that are in use on the account, not every extension type. To choose an extension:

1. Click on the Call Flow in the left menu. A new window will appear.
2. Search and select extension which you wish to create, edit or delete Call Flow. For the remainder of the document, we will show the steps for a Routing extension, the most extension type with most options.
3. Click Next.

Vacation

You can determine what action to take for the provided extension when on vacation and a call is received.

To configure the vacation settings:

1. Select the desired action from the dropdown menu, as well as the Start and End dates.
2. Check the Suspend Notification toggle button to enable or disable notifications.
3. Click Save.

Select the desired action from the dropdown menu, as well as the Start and End dates.

Vacation: Sets the extension as if it were closed and plays the Vacation greeting message.

Move Voicemail to Extension: If a voicemail is left, it will be moved off the extension and onto the selected extension.

Copy Voicemail to Extension: If a voicemail is left, it will be left on the original extension and the selected extension.

Transfer Call to Extension: Forwards call to the selected extension.

Office Hours

You can setup your working hours and availability. To schedule your office hours:

1. Select the desired option from the drop-down menu that appears next to each day.
2. Select the Open and Closed times.
3. Click Save.

Click the “Advanced” Gear Wheel to set what happens After Hours.

Different options are available depending on what you want callers to experience during After Hours Routing.

Play Greeting Before Transferring Call: Plays a special recording before transferring the call. This is optional

Transfer Call to Extension: Select the extension that the call will be transferred to when Night Mode is engaged or for where callers are to be directed After Hours.   If you leave Transfer to Extension blank, and have Night Mode turned on – the system is going to do whatever it is programmed to do during offic hours.  If you have scheduling and office hours set, but leave Transfer to Extension blank – the system is going to do whatever it is programmed to do during office hours.  Be sure to set Transfer Call To Extension if you intend to use Office Hours/Scheduling and Night Mode.

Night Mode Override: Will allow you to use *51 to close / open the office early regardless of what’s set. Night Mode is an override.  The account will stay in Night Mode until *51 is dialed again, or Night Mode is unchecked in the portal.  Night Mode ignores office hours and schedules.

Note:  Checking the Night Mode box – or dialing *51 – only works on the main number.  If the account has multiple numbers with different routing, a reminder that *51 only works on the main number.  To engage Night Mode on a specific number, from any phone on the account, dial *5117325551212 (as an example, and you must include the 1).  Or, login to the Clarity portal and turn on Night Mode for that specific number.

Holiday

You can also set vacations in advance, using “Holiday.” This is only available for certain extension types, such as Auto-Attendants and Voicemail extensions.

To edit holiday:

1. Click the pencil edit button in the right-hand side. A new window will appear.
   
2. Enter the Name, Start Date, and End Date.
3. Select the + Browse Button and upload the audio file if required.
4. Click Save.

Greeting Before Transfer: You can upload a custom out of office message to play before the call is transferred to the set extension.

Routing

A route associates an extension with a destination – whether a physical phone, internal or external telephone number or extension, voicemail, or even your individual cell phone. Additionally, routes are time and date-based. You can use the toggle button to enable or disable the route.

Add New Route

To add a new route:

1. Click the + Add new route button in the top right corner. A new window will appear.
2. Enter a priority number and a route description.
3. Use Always Active toggle button to activate or deactivate the route.
4. Set start and end times, as well as the days of the week.
5. Use Emergency Mode toggle button to activate or deactivate the route as an emergency mode route.
6. Select the Route To and Option from the drop down menu. Additionally, enter the Timeout value.
7. Click Save.

External Phone Number: An outside number that is not on the account, such as a cell phone or phone number with a different service.

VOIP Phone: The physical / soft phone associated with the extension.

Ring Group: Group of phones or external numbers.

Transfer: Forwards call to selected extension.

Transfer to Voicemail: Forwards calls to selected extensions voicemail.

Routing Profile

A Routing Profile is a premade list of routes that you can activate or disable as needed to control the flow of incoming calls.

To add/update routing profile:

1. Click the Routing Profile button in the top right corner.
2. Click Add/Update. A new window will appear.
   
3. If the profile is already there, choose it from the drop-down menu. If not, click on the + Add New Profile icon to make a new profile. A pop up window will appear.
   
4. Enter the profile name and Click Add New Profile. The new profile name will be added to the list of Routing profiles.

To add or edit the routes of an existing profile, select “Show Routes”. You will then be able to add a new route following the steps mentioned earlier in the section.

You will have to set an expiration date when selecting a profile. At the end of the designated date, the routing will default to normal.

Default

The system will either send the call to voicemail, transfer the call to another extension, or hang up after all call routing options have been tried and there has been no response. Select the default value from the drop down menu and then click Save.

Note: The default setting is voicemail for Routing extension.

How to Setup Dial By Name

To create a Dial By Name extension, navigate to Extension Manager.

At the top, in blue, click on +Add Extensions

Once you click on +Add Extensions, you will be able to enter the extension number.

Once you click on the blue Create checkbox, you will be brought to the next page:

Here, you choose the extension type, add the name of the extension, and add an email address for voicemail notification, and a voicemail pin.  Then click the blue checkbox to Save.

If this person is to be included in the Dial By Name, check the Dial By Name checkbox.

If this person is to be able to make outbound international calls, check off the Outbound International Calls checkbox.

If this person is to be able to use Message Drops, click off the Message Drop checkbox.

Then click the blue Save checkbox.  The extension will be added to the account.  The email address will be set to “Verified” under Notifications for that extension.

Note:  Once a Dial By Name extension is created, it works automatically.  Each user must record their name greeting for the Dial By Name to work properly.  Please make sure each extension has a first name and a last name so a caller can search for someone. To enable an extension to be searchable via Dial by Name, check the “Dial By Name” box when editing the extension in “Extension Manager”.

To Change How Dial By Name Searches

From Extension Manager, navigate to the Dial By Name extension.

Then click on Call Flow.

Here you can change the settings for the Dial By Name extension and save.