Tutorial: Step-by-step guide on configuring a call flow.
Tuesday, February 20, 2018 8:31 AM

LAB TIME: 45 Minutes

Drawing out the call flow and understanding the requirements

Below is an example of a common call flow project.
In this tutorial we will go through step-by-step for the whole setup.

In this example, in summary, below is the requirement for the whole IVR.
1) Incoming call will go to an IVR with multiple destinations depending on the selection of the caller.
2) If the caller presses 1, It will go to a ring all the sales staff. If unanswered, calls will be forwarded to mobile numbers of the sales agent.
3) If the caller presses 2, It will go to a technical support queue with the choice to request a callback.
4) If the caller presses 9, It will ring the receptionist. If unanswered, calls will be sent to a voicemail.
We will break it down to multiple sections to understand it further.

Creating the Agents

Lets assume that there are 6 staffs in the company as the breakdown below:
2 Sales staff 
3 Technical staff agents
1 Receptionist

You will need to create 6 agents.
1) Navigate to Telephony Menu > Agent > Press "New" Button.
2) Assuming that the receptionist name is Josh Lim, with an extension number 100. Lets create an agent as per below:


Also, this agent has a voicemail. Check "Configure voicemail" field and select/create a voicemail box. 
(Note: For detailed instruction to create a voicemail box, please refer to https://www.focalscope.com/kb/556/voicemail.html)
3) Repeat Step 2 till all agents are created.
(Note: For more information about Agent properties, please refer to https://www.focalscope.com/kb/529/agent-properties.html)

Creating a Ring Group


For IVR option 1, calls will go to a ring group where unanswered calls will be forwareded to the sales staffs mobile numbers.
To achieve the above requirement, you will need to create 3 ring groups. 1 is for operator, 1 is for the sales staffs extension numbers and another 1 for the sales staffs mobile number.
Follow the steps below to create the ring groups.
1) Navigate to Telephony > Call Flow > Dial groups > Press the "New" button.
2) Create the first Dial Group with the properties below and assign the agents accordingly:


3) Create the second Dial Group as per step 2 except that the group members are the mobile numbers of the sales staffs.


(Note: For more information about Dial Groups, please refer to 
https://www.focalscope.com/kb/537/dial-groups.html)
4) Navigate to Telephony > Call Flow > Dial Scripts > Press the "New" button and create a script as below.


The above script will dial the Sales Group followed by Sales Group Mobile. If no other action is added in the sequence, it will automatically hang up the call.
5) Repeat the steps above to create a group and a script for the Operator. This time, in the script, specify the second destination to be a voicemail box.


(Note: For more information about Dial Scripts, please refer to 
https://www.focalscope.com/kb/541/dial-scripts.html)

Creating a Queue


For IVR option 2, calls will go to a queue where the caller will be placed on hold in a queue until an agent is available. If there is no agent available, It will play a message every 30 seconds where the caller has an option to continue waiting or press 1 to leave a voicemail.
Follow the steps below to create the queue.
1) Navigate to Telephony > Call Flow > Queues Inbound > Press the  "New" button
2) Create a new queue with the options below.


The options below will create a Technical Support Queue ringing with the strategy Round Robin.
(Note: For more information about Queue Strategies, please refer to 
https://www.focalscope.com/kb/545/what-are-the-difference-between-the-queue-ring-strategies.html)
3) Go to the Members tab and fill up the members of the queue.


4) Go to the Prompts tab to select the message to play every 30 seconds.


(Note: For more information about Sounds, please refer to 
https://www.focalscope.com/kb/568/sounds-general.html)
5) Go to the Breakout Tab and configure key 1 to be directed to the queue's voicemail.


(Note: For detailed instruction to create a voicemail box, please refer to 
https://www.focalscope.com/kb/556/voicemail.html)

Configuring the IVR


With all the IVR destinations elements created, we can now proceed to put the parts together and create the IVR.
(Note: For more information about IVR, please refer to 
https://www.focalscope.com/kb/543/ivr.html)
1) Navigate to Telephony > Call flow > IVR > Press the "New" Button.
2) Fill up the IVR menu as per below.


3) In some cases, callers may accidently have dialed the wrong options or did not dial any options. You can select the action to be taken in such situations in the Timeout Tab.


(Note: For more information about Sounds, please refer to 
https://www.focalscope.com/kb/568/sounds-general.html)

Summary

For this Lab, you have gone through some of the most frequently used feature in both an Office and Callcenter environment. This features are as (not limited to) below:​
- User Creation
- IVR
- Voicemail
- Dial Group
- Queues with breakout
- Custom sound files
​- Dial Script