Call flow control demystified

Do you need to be able to quickly change your call flow in your cloud PBX? Then call routing is the function for you because it makes it possible to quickly change a call flow from the Communicator or the mobile app!

Call routing is a function in Infinity that can be put in any place in a call flow. You can then select one flow for when it is active and another when it is inactive. It may seem like a simple function but can be used in many different ways and can be invaluable help in the daily work as you can activate a call routing via the Communicator or mobile app.

Example of using call routing

Here are a few examples that call routing can be used for where users of Communicator or the mobile app can turn the call routing on and off:

• You have a flexible staffing of your telephone queue and want to be able to easily open and close queues based on those who can answer right now.
• Your support department sometimes has training, which means that it sometimes takes longer than usual to get an answer and you want a temporary message for that.
• You have a sales queue that is only staffed when the sellers have time, otherwise you want to send all calls to a voicemail that takes notice.
• You want a weekend message that you can turn on when it's the weekend.

There are many more ways to use this and the advantage of using call routing is that our clients can control it, which makes it very easy to turn the function on and off.

How do you set up your cloud PBX for call routing?

Let us show this by the following example:

Example 1 - close the queue

"You have a flexible staffing of your telephone queue and want to be able to easily open and close queues based on those who can answer right now."

We assume here that there is already a sales queue that is set up and contains your sales people

1. Log in to the Infinitiy portal and go to Audio to create a new audio file which we call "Queue closed". We record a message saying that the exchange is closed but that they can email sales@business.com 
2.  Now go to call routing in the submenu PBXand create a new call flow control, we call it below "Closed for the day". If the call routing is active, we send it to the audio file we created and if it is not active, we send it directly to the sales queue. In some cases you have another audio file you want to play first and then you send it to that stream.
3. As a last step, you direct your sales number to the call routing instead of to the sales queue. This can just as easily be a voice menu / IVR or other place in a call flow where you control the sales queue that you control.

   Before:After:
   

An advantage of only using an audio file in the call routing when it is active is that you can change the audio file in both the Communicator and the mobile app if necessary.

In the mobile app, you can then activate a call routing by opening it and thus easily open and close the exchange with the push of a button. You can also choose to click on the audio file in the list and change which audio file is to be played. You can then e.g. prepare a special for Christmas that you choose during Christmas.

Example 2 - temporary message before queue

"Your support department sometimes has training, which means that it sometimes takes longer than usual to get an answer and you want a temporary message for that."

We assume here that there is a telephone queue set up that contains your support technicians.

1. Log in to the Infinity portal and go to Audio to create a new audio file which we call "Longer response times due to training".
   
   
2.  Select the PBX submenu and then Announcements to create a new announcements. We use the audio file we created and then direct it to the support queue with the selection under Destination.
   
   
3. Now go to Call routing under the menu option Switch and create a new call routing, we call this "Message before support queue". If the call routing is active, we send it to the message we created and if it is not active, we send it directly to the support queue. In the Message we created above, we send the call to the support queue after the audio file has been played so the call will reach the support queue in both cases. The difference is that when the call routing is active, the message we created will be played first.
   
4. As a last step, you direct your support number to the Call Router. This can just as easily be a voice menu / IVR or other place in a call flow where you control the support queue that you control.

   Before:
   After:
   

In the Communicator or mobile app, you can now turn this call routing on and off and with the push of a button get an audio file that plays that there are long response times right now.