Dial menu call flow

Modified on Fri, 15 Mar 2024 at 09:51 AM

This call flow configuration directs calls to a greeting with a dial or caller menu to select and continue. This can be easily configured to direct calls to a specific team, person or voicemail.

An example of this would be a greeting for callers while providing 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.

How to configure a dial menu:

  • Click the "Call flows" tab under "Phone settings".

  • Click "Create an advanced call flow".

  • Select the "Dial menu template" option.

  • 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".

  • To start configuring your dial menu, create a dial menu greeting, this is the greeting callers will hear before your dial menu starts playing.  

  • You can create a 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".

  • Next, you'll need to configure which buttons to configure for your dial menu, then click "Save".

  • To action each key, click the "Add action +" button.

  • Choose from - "Transfer", "Voicemail", "Divert to external", and more. For this example, we will use the "Transfer" action.

  • Begin by selecting 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. You are also able to make use of your main number's voicemail message from here or create a new one.

  • Once you have configured your transfer action, click "Save" to configure your next action.

  • For this example, we will use the "Divert to external" action. 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.

  • Next, go to "Greeting" underneath "Closed" and click on it. Here you will follow the same steps as you would for a welcome greeting, except, this is the greeting callers will hear when they call your business out of hours.

  • 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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