How can I create a simple Call flow?

How can I create a simple Call flow?

Short answer: Use the Call Flow Designer to add an IVR (menu), upload or write your greeting, map keypress options to destinations (users/teams/queues/voicemail), then preview and publish.

Contents

Prerequisites

  • Permissions: You can create and edit Call Flows.
  • Destinations ready: Users, teams/queues, and voicemail boxes exist to route calls to.
  • Audio files (optional): Prepare your welcome greeting and menu prompt (MP3/WAV per platform specs). Keep prompts concise.

Create a new call flow (step‑by‑step)

  1. Sign in to MyOperator.
  2. Go to Calls → Design Callflow.
  3. Click Create New Callflow (or Edit Live Callflow to modify an existing one).
  4. Choose Create Advanced Callflow.
  5. Name your flow (e.g., Simple IVR), then click Create.

Screenshot
Screenshot 2025-08-13 at 10.10.46.png


Caption: Click Create New Callflow to start a new flow.

Configure your IVR menu

  1. Click Add and choose IVR / Menu.
  2. Welcome Message: Type the greeting or upload an audio file (text‑to‑speech may be available).
  3. Menu prompt: Example: “Press 1 for Sales, 2 for Support, or 0 for the operator.”
  4. Key mappings: Map keys to destinations (users, teams/queues, voicemail). Add options as needed (subject to plan limits).
  5. Click Save.

Screenshot
Alt text: IVR node configuration form with fields for greeting, menu prompt, and key mappings.
Caption: Configure your greeting and map keypad options to destinations.

Add voicemail and after‑hours routing

  • Voicemail: For each department or queue, enable voicemail and set the mailbox/timeout as needed.
  • Business Hours / Holidays: In your flow, route after‑hours/holiday calls to voicemail, on‑call queue, or a message.
  • No‑input / invalid input: In Advanced Settings, set Repeat Menu attempts, optional No‑input timeout, and choose a fallback destination for no or wrong keypresses.

Preview, test, and publish

  1. Click Preview in the Designer to review prompts and paths.
  2. Place a test call from a phone and try each option.
  3. Open Call Logs to confirm the path (e.g., IVR → Sales Queue → Agent).
  4. Click Publish to activate the call flow.

Success criteria: Callers reach each destination without dead‑ends; no‑input/invalid input are handled; after‑hours routing behaves as expected.

Examples you can copy

Sample welcome script

Thank you for calling ACME. Press 1 for Sales, 2 for Support, 3 for Billing, or 0 to speak to the operator. To hear these options again, stay on the line.

Sample key mappings

1 → Sales Queue (round robin)2 → Support Team (first available)3 → Billing (voicemail after 20s)0 → OperatorInvalid/No input → Repeat menu 2 times, then Operator

Simple flow sketch

Caller → IVR Menu  1 → Sales Queue  2 → Support Team  3 → Billing Voicemail  0 → Operator(No/invalid input) → Repeat x2 → Operator

Troubleshooting & tips

  • DTMF not detected (keypad presses): Increase the No‑input timeout slightly and retest.
  • Too many choices: Keep menus to 3–5 options to reduce abandonment.
  • Busy/offline destinations: Ensure queues have timeouts and voicemail fallbacks.
  • Accessibility: Speak the action before the extension (e.g., “Press 1 for Sales”).

Get help

If you need assistance, email support@myoperator.co with:

  • Call Flow name and screenshots of your IVR / Advanced Settings
  • Test call timestamp(s) and Caller ID
  • A brief description of what isn’t working as expected

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