What is Call flow Setup?

What is Call flow Setup?

Short answer: Call flow setup is how you design the path an incoming call takes—greetings, menus (IVR), routing to departments/queues/users, business-hours logic, and fallbacks. A well‑structured flow helps callers reach the right person quickly and reduces missed calls.

Contents

What call flow setup includes

  • Welcome message / IVR greeting: The first audio callers hear.
  • IVR (interactive voice response) menu: Keypad‑driven options (DTMF) that map callers to destinations.
  • Routing destinations: Departments, queues, users, or external numbers.
  • Business hours & holidays: Different paths for working hours vs after‑hours/off days.
  • Fallbacks: No‑input/invalid‑input handling, queue timeouts, voicemail.
  • Announcements & compliance: Recording/consent notices, language selection if applicable.

When to use it

Use call flow setup whenever you need to:

  • Centralize inbound calls and route by purpose (Sales vs Support) or region.
  • Reduce wait times by sending callers straight to the best queue or user.
  • Provide after‑hours handling (voicemail or on‑call routing).
  • Capture caller input before routing (e.g., order ID in a sub‑menu).

Prerequisites

  • Access: Your role can open Calls → Design Callflow and Audio Library.
  • Destinations ready: Departments/queues/users exist (or you’ll create them while designing).
  • Audio: A short welcome message (recorded file or text‑to‑speech) and optional hold music.
  • Time zone & hours: Know your business hours, holidays, and escalation paths.

Build your first call flow (step‑by‑step)

  1. Sign in to MyOperator.
  2. Go to Calls → Design Callflow.
  3. Click Create New (or Edit an existing flow).
  4. Add IVR / Menu node.
    • Set Welcome Message (upload or TTS).
    • Map keys (e.g., 1 → Sales Queue, 2 → Support Team, 0 → Operator).
  5. Open Advanced Settings for the IVR.
    • Repeat Menu: e.g., 2 attempts.
    • No‑input timeout: e.g., 5 seconds.
    • On no/wrong input: route to Operator or General Queue.
  6. Add Business Hours logic (if required).
    • Working hours → IVR/queues.
    • After‑hours → Voicemail or on‑call queue.
  7. Add Queue node(s) and set timeout and fallback (e.g., to voicemail after 20s).
  8. Click Publish.
  9. Place a test call; confirm each option reaches the right destination.

Screenshot placeholder
Screenshot 2025-08-11 at 14.09.16.png
Alt text: Visual builder showing an IVR node with key mappings to departments like Sales Queue, Support Team, and Voicemail, plus after‑hours branch.

Copy‑paste examples

Welcome script

Thank you for calling ACME. Press 1 for Sales, 2 for Support, 3 for Billing, or 0 to speak to the operator.

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

After‑hours rule

Business Hours: Mon–Fri 09:00–18:00 ISTAfter‑hours: Route all calls to Voicemail (General) and email the recording to support@acme.example

Two‑level menu (if you have many options)

Top IVR1 → Sales IVR2 → Support IVR3 → Billing0 → OperatorSales IVR1 → New Orders2 → Existing Orders3 → Partners

Best practices & limits

  • Keep menus short: 3–5 options per menu; prompts under ~12 seconds.
  • DTMF limit: Single‑level IVRs practically use digits 1–9; 0/* / # are often reserved.
  • Speak option before digit: “Sales, press 1” improves comprehension for some callers.
  • Consistent keys: Reserve 0 for operator across menus.
  • Fallbacks everywhere: Configure no‑input/wrong‑input and queue timeouts at each level.

Verify and test

  1. Use Preview in the designer to confirm prompts and paths.
  2. Place live test calls: try valid, no‑input, and wrong‑input scenarios.
  3. Check Call Logs to verify paths (e.g., IVR → Sales → Queue → Agent).

Success criteria: No dead‑ends, callers reach correct destinations, after‑hours and voicemail work as expected.

Troubleshooting & edge cases

  • Keys not detected: Increase No‑input timeout; test from multiple carriers/devices.
  • Menu too long: Split into a multi‑level IVR.
  • User/queue not ringing: Confirm department/queue assignments and agent availability windows.
  • Recording/consent wording: Place notices before routing; keep concise.
  • Language selection: Offer languages first, then functional menus.

Get help

If you need assistance designing or testing a call flow, email support@myoperator.co with:

  • Flow name and goal (who should receive which calls)
  • A screenshot of your builder canvas
  • Test call timestamps and caller ID

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