Call flow
The Call flow decides what happens when someone calls the company: which phone rings, at what time, with which message, and where the call goes if nobody answers.
The modules
A call flow starts from the company’s numbers and chains modules:
| Module | Role | Exits |
|---|---|---|
| Number | A company number: where the call comes in. | Destination |
| Business hours | Open or closed depending on the day and time. | When open, when closed |
| Voice menu | A message and a keypad menu (“press 1 for…”). | One per key, no choice |
| Ring group | Several extensions ring, all together or one after the other. | No answer |
| Queue | The caller waits with music until an extension answers. | Voicemail of the answering extension |
| Conference | A phone meeting room, with access codes. | — |
| External forward | Forwards to an outside landline or mobile number. | — |
| SIP connector | Hands the call to a third-party service (phone assistant…) over a SIP link. | — |
Each exit leads to another module, an extension, a voicemail, an external number, or nothing (hang up). Each module has an internal number, dialable from the extensions: ring groups in 600, queues in 700, business hours in 800, voice menus in 900, forwards in 500, connectors in 400, conferences in 8000.
Editing the call flow
+ Add a module, choose its type, then set it up in the panel that opens. To connect an exit, drag it to a module in the diagram, or choose its destination in the panel. The List view shows the same call flow as text, number by number.
A few settings:
- Business hours: one time range per day (
09:00-18:00), a lunch break, closed on public holidays, exceptional closures (5 schedules at most). - Voice menu: the welcome message and one exit per key.
- Ring group: the members (extensions or external numbers), all together or one after the other, the ringing time.
- Queue: the extension that answers, the maximum wait, the number of calls waiting.
- Conference: participant code and moderator code (6 digits, different), number of participants, waiting for the moderator.
- External forward: a French landline or mobile number, except 08 numbers. If nobody picks up, the voicemail of that number answers: for the PBX voicemail, go through a ring group.
- SIP connector: copy the settings given by the service (SIP host, username, SIP number), then enter the password and click Save password. It is never shown again. The link is encrypted (SIP over TLS): the service must accept it, as Doctolib does, which requires it. Without it, the connector stays flagged for correction. If the service sends some calls back to a human, give it another number, connected to a ring group: never the one that leads to the connector, otherwise the call loops.
Draft and publishing
Your changes are saved as you go in a draft; calls keep following the published version. A module that needs fixing is flagged in red, with the reason.
Publish puts the draft into service, with an optional version note. A module still in error
is left out: it keeps what is served today, the rest is published. An error that affects the
whole call flow (two modules with the same internal number, a link to a deleted module) blocks
publishing: it is shown at the top of the page, with the modules at fault (groupe:600). Discard draft goes back
to the published version.
Versions lists previous publications; Load into the draft starts again from an older version, to be published afterwards.