The call flow is designed using connectors and modules within the workspace. A connector defines the conditions under which the next module is triggered, while the module determines the action that follows (e.g., ringing, waiting loop, voicemail, key menu, inquiry, etc.).

A detailed guide on creating and configuring a call flow is provided below.

Extension configuration

A Call Flow is always assigned to a single extension, such as a phone number or extension number. If a Call Flow forwards a call to another extension, its configurations take effect. If separate forwarding is configured for an extension reached by the Call Flow, the original Call Flow loses control of the call. Therefore, extensions reached via Call Flows should ideally not have forwarding or other functions set up in their accounts.

Step 1: Create extension

You can access the Call Flow Creator by creating a new extension in your cloud telephone system and selecting the extension type "Call Flow" in the "Basic settings". The phone number mode can be selected and a name must be defined. We recommend giving a unique name that is appropriate for this extension.

Step 2: Select connection

In the "Incoming Telephony" block, select the phone number that will trigger the call flow. If the number belongs to a phone number block, specify the extension and assign an internal speed dial to enable access to the call flow for internal calls.

Step 3: Open Call Flow Editor

You can now open the Call Flow Creator by clicking "Edit" next to "Call Flow", which will launch the Call Flow Creator workspace.

The work surface (canvas)

The work surface with header and toolbox

The workspace features a header bar at the top and a toolbox at the bottom. By default, the call flow's starting point and the first connector are already placed on the workspace.

The header bar (Main Bar)

The header bar provides various information and general functions, including:

  • Name – Displays the name of the active call flow.
  • Undo/Redo – Allows you to reverse or reapply recent changes.
  • Help Section – Access our Help Center, contact Easybell support, or explore tutorials on common call scenarios.
  • Save Call Flow – Store your current configuration.
  • Import/Export Call Flow (file type .json)
    These files can be used as Call Flows in other CTA instances or extensions. To achieve this, simply import the file using the export/import function. If module settings in the call flow differ from the telephone system's configuration (e.g., statically configured agents in a queue), they are reset to default values in the call flow.
  • Clean up workspace
  • The 'Download function codes' feature allows you to download a list of all function codes relevant to manual telephone configuration for the respective call flow. This provides the codes for manual switches and/or agent logins and logouts for each telephone.

The toolbox

Der Werkzeugkasten (Toolbox)

The toolbox provides essential tools for creating and managing call flows. Each symbol represents a specific function:

  • Pointer – Allows you to place and edit objects on the workspace. Click on configuration points to modify their settings.
  • Hand Tool – Enables workspace navigation. Click and drag to reposition the view as needed.
  • Modules – Opens the module selection slideshow, where you can choose function modules. The slideshow offers both an overview and a detailed view.
  • Notes – Lets the call flow administrator add comments for better organization.
  • Zoom level – Use the plus and minus buttons to zoom in or out on the workspace for better visibility.

The Modules

Modules are the building blocks of a Call Flow. You can add a module to the workspace by dragging it or clicking on it. To configure a module, click the "Edit" icon (pencil) to open its detailed properties. Depending on the module type, different settings may be required.

Key Features of Modules:
  • Custom Naming – Each module can be named, and the name will appear in its header, improving clarity and ease of maintenance.
  • Connectors for Flow Expansion – Modules can be linked using connectors to extend the call flow. When a final point (module or connector) is reached, the call ends. If you want to add steps such as an interview or call forwarding, you must explicitly define them within the Call Flow Creator.
  • Audio Files in Call Flows – Any audio files used in the Call Flow Creator must be stored in the cloud telephone system as "IVR, waiting loops & call flow audio", regardless of their specific purpose.

Available Modules:

Dial

The Dial module redirects incoming calls to a specified destination. Calls can be forwarded either externally to a manually entered phone number or internally to an extension selected from the drop-down menu in the module properties.

Timeout Configuration

You can define a maximum ringing duration (in seconds). If no timeout is set, the call will ring until it is answered or the caller hangs up.

Available Connectors and Their Functions

  • Timeout – The call was not answered within the configured time.
  • Busy – The selected extension is currently in use.
  • Accepted – The call has been successfully answered.
  • Standard – Applies if none of the other conditions are met.

Play

The Play Audio module plays a pre-recorded audio file to the caller upon activation. The file must be selected from the pool of audio files stored in the cloud telephone system under the type "IVR, queue & call flow audio".

Available Connector and Its Function

  • Standard – Triggers after the audio file has finished playing.

Waiting Loop

The audio file that is played to the caller can be selected in the queue module and the signalling between the agents can be prioritized.

Queue type: The ringing scheme is configured here. The different schemes offered have the following functions:

  • All ring – All agents are signaled simultaneously.
  • Longest time not on the phone – Agents who have been inactive the longest are signaled first, one after another.
  • Fewest calls: – Agents with the lowest call count are signaled first, one after another.
  • Random – Available agents are signaled randomly, one after another.
  • One after the other – Agents are signaled sequentially based on their position in the static list or their registration order for dynamic queues.

Additional Settings:

  • Music on Hold – Select an audio file from the system’s pool to play while the caller waits.
  • Maximum Waiting Time (Timeout) – The maximum time a caller remains on hold before the system takes further action.
  • Follow-Up Time – The time (in seconds) an agent has after finishing a call before receiving another. (Not applicable to the "All Ring" queue type.)
  • Agent Ring Duration – The time (in seconds) an agent is signaled before the call moves to the next agent. (Not applicable to the "All Ring" queue type.)

Agent Management:

  • Static Agents – Devices permanently assigned to the queue; agents cannot log in or out.
  • Dynamic Agents – Agents can log in and out of the queue.
    • If enabled, a function key can be provisioned via the CTA in telephone accounts.
    • Alternatively, a list of function codes can be downloaded from the header bar for manual configuration.
    • Agents can also log in/out by calling the module's assigned number + the last 6 digits of their device ID.

Available Connector and Its Function:

  • Timeout – Triggered if the call is not answered within the configured waiting time.

Queue Priority

The Priority Assignment module sets a priority level for the call, determining its placement in the waiting queue. Calls with higher priority are routed to available agents before those with lower priority.

Press Button

The Press Button module is used to create a classic voice menu (IVR), allowing callers to select an option by pressing a number key (0-9).

Configuration:

  • Audio File Selection – Choose an audio file from the cloud telephone system's pool (file type: IVR, waiting loops & call flow audio).
  • Input Timeout – Set a time limit within which the caller must make a selection. The countdown begins once the audio file has finished playing, but callers can make a selection while the message is still playing.

Available Connectors and Their Functions:

  • Key Press (0-9) – Triggers the corresponding action when a specific key is pressed.
  • Invalid – Activates when an undefined key is pressed (no dedicated connector exists).
  • Timeout – Activates when no input is detected within the set time.

Timer switch

The Timer Switch module enables time-based call routing by filtering incoming calls based on the time of day and the day of the week. Calls can be forwarded differently depending on whether they occur within or outside specified time periods (e.g., during or after business hours).

Configuration:

  • Create one or more schedules with defined start and end times and select the applicable days of the week.
  • The module operates in the UTC+2 time zone.

Available Connectors and Their Functions:

  • Within – Activated when the call occurs during a configured time period.
  • Outside – Activated when the call occurs outside the configured time periods.

Calendar switch

The Calendar Switch module enables date-based call routing, filtering calls based on specific dates (and optionally times) and forwarding them accordingly.

For example, if you want to account for public holidays in addition to business hours, you can place this module after a Timer Switch module and connect it to its Within connector.

Configuration:

  • Create one or more schedules with defined start and end dates.
  • Choose between "all day" or a specific time window within a given date.

Available Connectors and Their Functions:

  • Within – Activated when the call occurs on a configured date (and within the specified time, if applicable).
  • Outside – Activated for all other dates or time periods.

Manual switch

The Manual Switch module allows users to manually toggle call routing on or off, with or without a PIN. Its status can be displayed on supported telephones and changed as needed.

Configuration & Usage:

  • The module provides a function code that can be copied directly from the interface.
  • Supported telephones can be provisioned with the "Manual Switch" via the Cloud PBX.
  • Alternatively, a list of function codes can be downloaded via the header bar for manual configuration.
  • The switch can also be toggled by calling the number displayed in the module.

Available Connectors and Their Functions:

  • Active – Triggers when the switch is set to "ON."
  • Inactive – Triggers when the switch is set to "OFF."

Answering machine

The Answering Machine module allows incoming calls to be redirected to voicemail.

How It Works:

  1. An audio file (selected from the system’s IVR, waiting loops & call flow audio files) is played to the caller.
  2. The caller’s message is recorded and saved as an audio file.
  3. The recorded message is sent via email to the address specified in the module.

No further connectors are available for this module.
 

CallerID

The CallerID module allows you to prefix, replace, or append information to an incoming caller’s number. This helps employees gain additional context about the caller directly on their phone display.

Use Case Example:

An employee logged into multiple support queues can use this module to identify which queue the call is coming from. This way, they can decide how to handle the call based on the displayed information.

Key Benefits:

✔ Enhances caller identification
✔ Improves call handling efficiency
✔ Ideal for call centers or businesses where call context is crucial

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Created on: 26. March 2025