Discover how to create a dial menu call flow in your bOnline phone system to direct callers to the right department or extension.
An example of this would be a greeting for callers that provides a menu of options to select from the dial pad: 'Welcome to XYZ business. Please select from the following options: press 1 for sales, press 2 for service, and press 3 to leave a voicemail'.
Please note: Upon activating the 'Advanced call flow' add-on, customers will receive a complimentary one-month free trial, followed by a monthly subscription fee of £3+VAT.
On the 'Call Flows' page, click 'Create an advanced call flow'.
Select from the three options provided. For this example, we'll choose 'Dial menu'.
The first step would be to name your advanced call flow at the top-left of the screen. Give it a suitable name as it will get saved to the 'All call flows' section of the 'Call Flows' page.
Navigate to 'Business hours' and click on it.
You can choose from a set of pre-configured business hours, or set your own. For this example, we'll set our own.
If you're setting your business hours, you can add breaks during the day. To make things easier, we've allowed you to apply your configuration to multiple days at once. Click 'Save' when you're done.
Once you have set your business hours, the next step would be to configure a 'Closed Greeting' that customers will hear when calling your business out of hours.
Navigate to the 'Greeting' action underneath 'Closed' and click on it.
After creating or uploading your greeting, you can listen to it to make sure it's correct before clicking 'Save'.
Once you have created your closed greeting, click the 'Dial Menu' action underneath 'Open'.
You'll need to configure actions for each key of your dial menu. Before saving your dial menu, you'll also need to create a dial menu greeting; this is essentially your welcome greeting and the first thing customers will hear when calling your business. Click 'Dial Menu Audio'.
Your 'Dial Menu Audio' should be a welcome greeting and a prompt to users stating which keys they should select when calling your business. Save your dial menu after this step.
Click the 'Add action +' button under 'Press 1' to action the first key.
Choose from 'Transfer', 'Voicemail', 'Divert to external', and more. For this example, we will use the 'Transfer' action.
Select which user(s) should receive calls. You can configure the order in which calls ring as well as the ring time per user before the call gets transferred to the next user(s) in the queue.
After saving your transfer action, click the 'Add action +' button under 'Press 2' to action the second key.
You can use any action to create your unique call flow. For this example, we will divert all incoming calls to an external number. Click on 'Divert to external'.
Simply type out the number you'd like calls diverted to, accept the charges, and click 'Save'. Please note that, as with a temporary call divert, call charges may apply based on your tariff.
Once you have completed your custom call flow, click 'Save & Enable' to activate this call flow.
All the call flows you create, both simple and advanced, will be stored in the 'All call flows' section of the 'Call Flows' page. From here you can enable, edit, and delete call flows.
