- 12 Nov 2021
- 4 Minutes to read
Call flow control demystified
- Updated on 12 Nov 2021
- 4 Minutes to read
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?
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
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.