Call flow actions are components of a call flow that define how an inbound caller is routed when he reaches a PhoneIQ phone number. Call Flow actions are found on the right-hand side of the call flow builder interface and can be dragged and dropped into the "slots" within a call flow.

Phone Menu:
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A phone menu is the set of instructions that you normally hear when you connect via phone with a company “press 1 for sales, press 2 for support”. Extension dialing is enabled by default.

a) Greeting: The menu greeting is used to provide instructions to the caller. Administrators can choose between pre-recorded audio files (limited to 5 MB, MP3, or Wav format) or text to speech audio in multiple languages.

b) Options: Are the different set of menu options defined to route calls. Menu options can range from 0 to 9 and allow to configure any call flow action.

c) Repeat Greeting: The number of times you want to repeat the message if the caller hasn’t entered a valid option.
Prompts Language: The language used in automatic messages, e.g.: invalid entry, etc.

d) If the caller didn’t enter an option: Defines the call flow action when the caller hasn’t selected a valid option.

e) Enable wrong option message: Plays an audio stating that the option selected is not valid.

Dial:

Allows callers to be connected to users, ring groups, and other call flows.

Call Forwarding:

Allows callers to be connected with external Phone Numbers via an out-bound call (calls will be treated as regular outbound calls and might have a cost).

Call Queue:

Allows callers to be connected to call queues. If the call is not answered further call flow actions can be configured, for example, a voicemail box.

Voicemail:

Allows callers to be connected to a voicemail box so they can leave a message. Agents will receive the message via their apps, desk phone or email. Administrators can set up custom greetings using text to speech or audio files.

Greeting:

Allows callers to be connected to an audio file. Administrators can choose between pre-recorded audio files (limited to 5 MB, MP3, or Wav format) or text to speech audio in multiple languages.

Pivot:

Pivot allows companies to build custom IVR’s that connect to external systems in order to route calls based on data like the order number, customer number, etc. Pivot systems can be built using XML or JSON and should be hosted in URL’s that PhoneIQ can reach over the public internet.

Directories:

When callers arrive at this step, they are prompted with an option to input in the dial pad the first three characters of the first or last name of the person they want to reach.

There is one directory for the entire company and then one for each location. If you cannot see any option on the dropdown bar, contact us.

For example, dialing 564 as the image shows below, would dial to an agent named John, as the input was "Joh".

Hangup:

Ends the call.