Set Up Call Flow

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

Go to Virtual Line > choose a number > click the number > select one of the commands appear.

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

Gather input

If you want to set up greeting message and extension, follow the steps below.

Select Gather input > type your message or upload an mp3 file > Confirm > Click the block you just created > Next Steps > Input key condition > Choose block type > Input phone number > Choose incoming caller ID > Confirm.  

(Screenshots below - click image to view in full size).

1. Select Gather input type


2.  Type your message (TTS - Text to Speech) or upload an mp3 file

The welcome message is currently limited to 450 characters. You can add more welcome message in different language.

3. Click the block you just created > Next Steps

4. Input key condition 

  • Select Equals to and add the key number in the next box. This is the number that callers need to press to be connected to the next step set at Block type (e.g. #1).
  • Select Any Input and set max digit. Callers can press any key and they will be forwarded to be connected to the next step set at Block type (e.g. #1).

5. Choose Block type

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 calls: 4 options to forward incoming calls
    • To phone numbers directly 
    • Bizphone extensions
    • Wallboard App
  • Record missed calls and notify: set missed call notification and allow callers to leave voicemail and you will receive this voice message via your e-mail.
  • Play message only: add or attach an automated message for your callers to hear
  • Set condition: set some specific rules to forward the calls
  • Confirm: allow your customer to press 1 confirm their action or press any digit to come back the previous step

6. Transfer Calls

     6.1 To a phone number directly

You can transfer calls to mobile numbers, landline numbers, BizPhone extensions or Wallboard queues. 

To add numbers, simply type in the number and enter. (Screenshots below)

     6.2 To Bizphone Extension

  • Forward to Bizphone extension by keys pressed: 
    • Use case: Callers can press a direct bizphone extension number to reach a particular agent.
    • How to setup:
      • Choose Extension infor: Any Digit
      • Put in Max digits: " The digit length of bizphone extensions numbers". Sample: if your bizphone extensions are 100 - 900 then put in the Max digits is 3
      • Toggle "Forward to Bizphone extension by keys pressed"
  • Select Bizphone Extensions
    • Use case: Forward the caller to a bizphone extension or many bizphone extensions
    • How to setup: Select Bizphone extensions: You can choose 1 or many extensions

     6.3 To Wallboard App

You can forward the incoming call to Queues of Wallboard and shows the call journey of Virtual Line to agents when they receive an incoming call popup notification from Wallboard. This feature provides agents with more information of the call they are taking if the call flow is complex.

Example of a Wallboard incoming call pop-up that shows Call journey:

7. Incoming caller ID

The number to receive calls may be your personal phone number and you may want to know whether the call you are about to answer is a private or business call. To do so, choose either:

  • Show as Virtual Line number with Prefix or
  • Show as caller number with Prefix

Follow the same steps above to add more extensions to this first layer. 


Transfer call

You can set up a ring queue so that callers can be forwarded to other numbers if the those in the first layer miss the calls. 

To do so, follow the steps below.

Click the block created > Transfer call > Choose time > Input a number > Set incoming call Caller ID > Confirm. (Screenshots below)

1. Click the block created > Transfer call

2. Choose time

This is the amount of time the phone numbers in the previous will ring before the call get transferred to the next layer. 

Virtual Line takes a few more extra seconds to process each command in addition to the ringing time. Thus, set decent amount of ringing time so that you have enough time to reach the phone. 

You can transfer calls to an external mobile or landline number, Bizphone extension or Wallboard queue.


Record voicemail & notify

In case all numbers miss the call, you can set a missed call notification and allow the callers to leave voicemail. We will send the notification email to the email address added here. 

Play message only

If you choose this command, the callers will only hear the message you set for this step.


Forward to

If you want the callers to be directed back to the previous block if all numbers in the current block missed call, choose Forward to command.

Click Advanced next step > Forward to > Choose trigger time > Choose block > Confirm. (Screenshots below)


Set condition

Calls that satisfy conditions you set will be forwarded to the exact specified destination (Bizphone extension, Wallboard queue or Phone number).

  • Condition type: can be Length, Time of the incoming call number
  • Extension type: can be one of the 6 VL commands


Confirm

Once you choose confirm command, your customer will need to press 1 to confirm their action or press any other digit to come back the previous step.


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