Advanced call flows

Modified on Fri, 15 Mar 2024 at 06:21 AM

Using the bOnline phone portal dashboard you can create, edit and enable your unique call flows - call queues, dial menus and custom call flows. To configure an advanced call flow, follow the steps below.

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.
  • Navigate to "Phone settings" and click "Call flows".

  • Click on "Create an advanced call flow".

  • Select from the three options provided, for this article, we will show you how to "Create your own".

  • Begin by giving your custom call flow a name, which can be done at the top-left of your screen. Simply type out your new call flow name and click the "tick".

  • Now, navigate to "Business hours" and click on it. You will need to configure your business hours for this specific call flow.

 

  • Configure your business's opening and closing hours, don't forget to click "Save".

  • Navigate to the "Add action +" button underneath "Open" and click on it.

  • As seen below, a pop-up will appear with available actions and recommendations for your next action. To create a greeting that callers will hear when calling your business, click "Greeting".

  • You can create a welcome greeting by typing it out, recording it through your device's microphone, or uploading a previously recorded greeting. After creating or uploading your greeting, you can listen to it to make sure it's correct before clicking "Save".

  • Navigate to the "Add action +" button underneath "Closed" and click on it. Since this is out of your business hours, you could either create a custom "Closed greeting" or send incoming calls directly to your main number's "Voicemail".

  • Navigate to the "Add action +" button underneath "Greeting" and click on it.

  • For this example, we want to divert calls to an external number, so we click on "Divert to external".

  • Simply type out the number you'd like calls diverted to, accept the charges, and click "Save".


    Please note: When diverting calls to an external number, call charges may apply based on your tariff.

  • Once you have completed your custom call flow, you can "Save changes" you made or click "Save & Enable" to activate this call flow.

  • After saving your advanced call flow, it can be found under the "All call flows" tab.

Please note: if a user in trial enables an advanced call flow, the add-on will only be enabled when they upgrade, with a complimentary one-month free trial, followed by a monthly subscription fee of £3+VAT.


For further assistance please contact our team at voipcare@bonline.com

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