Set up Virtual Line call flow: Gather input and configure extensions

Updated 2 months ago by Jane

To set up the call flow, follow the steps below. 

Go to Virtual Line > Choose a number > Edit > Set up and Deploy

Gather input: add a greeting message to gather input of callers (e.g. press 1 for sales, press 2 for support,...) 

  1. Select Gather Input

  1. Set up the message
  • Type your message (TTS - Text to Speech) or upload an mp3 file
    • The message is currently limited to 450 characters. You can add more messages in different languages.
    • Choose language
    • Choose pitch: the degree of highness or lowness of a tone; from 0 (lowest) to 9 (highest) 
    • Choose rate: the speed; from 0 (slowest) to 9 (fastest)
    • Choose Gender of the voice
  • Choose how many times the message is played
  • Limit the time for the caller to input

  1. Configure next blocks
  • Select a gather type
    • Equal to
    • Any digit
    • No digit
    • Upload digits
    • Matches regex
  • Select a block type and configure it: Choose one among the commands listed to set up the extension after the callers press the key.
    • Gather input: add another layer of extensions   
    • Transfer call
    • Record missed calls and notify
    • Play message only
    • Forward to (below)
    • Set condition
    • Confirm
    • Webhook

** Forward to another block

  • Choose a block to forward the call to
  • Choose the number of the loop: how many times that the call is forwarded
  • Set up the message

Advanced settings: use those fields if you need to integrate the input to your system. Contact technical support for more detail.

Commands in Virtual Line

  1. Transfer call: forward calls to one or more phone numbers directly 
  2. Record missed calls and notify: set missed call notification and allow callers to leave voicemail 
  3. Play message only: leave one message only to the callers 
  4. Set condition: set some specific rules to forward the calls
  5. Confirm: allow your customer to press 1 confirm their action or press any digit to come back the previous step
  6. Webhook: deliver Virtual Line data to other applications as it happens, meaning you get data immediately.


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