PBX Flow

With the PBX Flow feature, you can easily create your call flows using a "drag-and-drop" interface while maintaining a clear and simple overview of your flows. PBX flows are built using different functional modules such as opening hours, Option Menus (IVR), queues and so on.

Create your first PBX Flow

To create your first PBX flow, start by navigating to “Main Menu → PBX Flow.” Create a new flow by clicking the "" icon in the top-right corner, then enter a suitable name and description. The Auto Layout feature ensures that modules are automatically arranged neatly within your flow. Click "Create" to finalize. Your newly created PBX flow will appear in the list, click on its name to open it. A new flow always includes the Start Module: Incoming Call. You can then continue adding the necessary modules to build your flow. For more details on each module’s functions and properties, see The Different Modules section.

Module properties

Each module corresponds to different functions within the PBX and therefore has unique properties. However, a common feature among all modules is that they have an input, and some also have an output for connections. Both the input and output are represented by an arrow symbol . The input is located at the top, while the output is at the bottom.

Connections

The input and output points are used to create connections between modules. For example, an incoming number that needs to be routed to a module containing opening hours is connected from the output of the first module to the input of the opening hours module. Connections also have different properties depending on the module they originate from. For instance, the connection from the opening hours module has two possible outputs—either open or closed, based on the schedule set within the module.

Module settings

Each module has its own settings which you can access via the gear icon in the menu (). Here, you also have the option to delete the module, and you will find a direct link to the admin page for the specific function .

The different modules

Incoming call

A PBX Flow always starts with this module, either via an incoming number or through another PBX flow connected via the "PBX Flow-module”. To add an incoming number, click on the module menu and go to settings. Select one or more numbers.

If the module lacks an incoming number, this is indicated with a warning triangle . This means that either a number is missing or the flow is connected from another flow.

Opening hours (TBR)

Opening hours contain a schedule that you either create yourself or select from a list of existing schedules. When creating a new schedule, you start by setting a name and then configure the opening hours using “drag-and-drop” between the times. You also set the destinations for the schedule, usually Open and Closed. However, you can also add Lunch and/or other exceptions.

Option Menu(IVR)

With this module, you create an option menu with different options, such as "Press 1 for support, 2 for sales," etc. After adding the module, select "Create new," choose a name, the audio file to be played in the menu, and the timeout duration. The timeout is used when the caller does not make an active selection.

Queue

If you want to create or add an existing queue to your call flow, use this module. When creating a new queue, you can add members, choose a ring strategy, and set periodic messages directly from here. For more advanced queue settings, click the button to access the admin page in the module menu.

Voicemail

This module is used when you want to direct the call to a user's voicemail and allow the caller to leave a message. Drag the module in and select the user to whom the message should be left.

Call forward

To create a forwarding easily, drag the module in and choose an existing one or create a new one. When creating a new one, select the destination, set a name, and then simply enter the number for the destination.

Announcement

The module for creating announcements with audio files. Choose "Create new" and select an existing audio file. Then, you need to decide what will happen next. You can either forward the call to a new module, or leave the output empty, in which case the call will be ended.

Call flow control

The module is the easiest way for users in your PBX to make exceptions to the regular schedule, such as on holidays or if they want to add an extra message before a queue.

User

The module for connecting a call directly to a user. Drag the module in and select which user you want to route the call to.

PBX Flow

With this module, you can forward the call from your flow to another call flow in your system. For example, you may want to route the call through a option menu to the "sales number" and its existing call flow.

Example of PBX Flows

A basic PBX flow

A common scenario is when a company has a main incoming number that, when open, directs calls to different queues in the system based on the customer's inquiry. In the basic example below, the customer calls the main number, and if the schedule is open, the call is routed to the company's support team. When closed, a sound file is played that informs the caller of the company's business hours.