Set up Virtual Line call flow (all commands)

Updated 1 month 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

Commands in Virtual Line

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

Gather input

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

Transfer call

Forward incoming calls to phone numbers, Bizphone or Wallboard extensions

  • Phone numbers: key in the phone numbers (with country code, e.g. +6566186688), press enter and save
  • Extension: forward the calls to a Bizphone extension
    • Choose extension type: extension, group or conference
    • Choose the extension(s) and save
    • Toggle Forward to extension by key pressed: caller can reach a specific agent by pressing his/her direct extension
  • Call center: choose a Queue and save

  • Incoming CallerID
    • Show as incoming number (Caller's number) with prefix
    • Show as internal number (Virtual Line number) with prefix
    • Click HERE to learn more on the prefix number

Record call and notify

Set missed call notification and allow callers to leave voicemail. You will receive this voice message via your e-mail.

Add your email, set up SMS (optional), enable webhook and voicemail

  1. Key in your email
  2. SMS: enable this to send an SMS to
  • The caller
  • Last input number (e.g. in the previous step, you require the caller to leave the contact number and they give. Last input is their contact number)
  • A customized number
  1. Enable webhook and fill in the required field
  1. Enable voicemail and set up the message

Play message only

Add or attach an automated message for the callers to hear

Set up the message and Save

  • 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

Set condition

Calls that satisfy conditions you set will be forwarded to the specified destination.

  1. OK to the dialog
  1. Click Next Step(s) to configure

  1. Configure

If the condition type matches with the predefined settings, call will follow the next block settings.

  • Choose a condition type
    • Match Pattern: caller's number matches a predefined pattern
    • In Date Range
    • In Time Range
    • Upload Numbers
    • Validate Expression
    • Otherwise: if the call does not match with any condition above
  • Choose a block type for next action
  • Assign a priority to the condition (process order): if you have more than one conditions, when the call comes, condition with lower value will be processed first.
  • Configure the next block
  • Save
You can create more than one condition for a branch. Finish one and create another.

Confirm

Caller can confirm their action by pressing 1 or go back the previous step by pressing any other digits.

  1. Set up the message
  • Choose message type: 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
  1. Save
"1" cannot be adjusted.

Webhook

Deliver Virtual Line data to other applications as it happens, meaning you get data immediately.

Fill in the required info and Save


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